Refund Policy
1. Introduction and Company Information
1.1. Purpose of this Policy
This Refund Policy explains the rules and procedures for cancellations, returns, refunds, and the return of goods purchased through https://arcanepantry.com/. It also explains how customers should request a return, how returned goods must be packed, and how approved refunds will be processed.
This Policy should be read together with our Terms and Conditions, Delivery Policy, Privacy Policy, and any other policies published on the website.
1.2. Company Information
The website is owned and operated by ARCANE PANTRY LTD, a company registered in England and Wales under company number 17140285, with its registered office at:
284 Wood Lane, London, United Kingdom, W12 0BZ
Contact email: [email protected]
1.3. Scope of this Policy
This Refund Policy applies to purchases of physical goods made through the website. By placing an order through the website, you acknowledge and agree to this Policy.
2. General Return and Refund Principles
2.1. Customer Rights
We aim to handle return and refund requests fairly and in accordance with applicable consumer law. Nothing in this Policy is intended to limit or exclude any mandatory legal rights available to consumers under applicable law.
2.2. Return Request Required Before Sending Goods
Before returning any item, you must first contact us by email at [email protected] to request a return or refund.
2.3. Return Form and Return Address
After reviewing your request, we will send you a return form to complete. The return form should include relevant information such as:
(a) your full name;
(b) your order number;
(c) the item or items you wish to return;
(d) the reason for the return; and
(e) any other information reasonably required for us to process the request.
Once we receive the completed return form and confirm that the return may proceed, we will provide you with the applicable return address and any further return instructions.
2.4. No Unauthorized Returns
Items must not be returned without prior contact with us and without receiving return instructions from us. We reserve the right to refuse, delay, or complicate processing of returns that are sent without prior authorization or without sufficient identifying information.
3. Cancellation Before Dispatch
3.1. Cancellation Requests
If you wish to cancel an order before it has been dispatched, you should contact us as soon as possible at [email protected].
3.2. If the Order Has Not Yet Been Dispatched
If the order has not yet entered dispatch or fulfilment, we may be able to cancel it and process a refund of the amount paid.
3.3. If the Order Has Already Been Dispatched
If the order has already been dispatched, cancellation may no longer be possible at that stage, and the order may instead need to be handled under the return procedure set out in this Policy.
4. Returns After Delivery
4.1. Right to Request a Return
If you wish to return goods after delivery, you must first submit a return request by email in accordance with this Policy.
4.2. Condition of Returned Goods
Returned goods should be sent back in appropriate condition. To the extent reasonably possible, returned items should be unused, undamaged, complete, and returned together with any accessories, inserts, manuals, labels, protective elements, or original packaging that accompanied the goods.
4.3. Inspection of Returned Goods
All returned goods are subject to inspection upon arrival. We reserve the right to verify the condition of the returned item, the reason for return, and whether the return complies with this Policy and applicable law.
4.4. Return of Multiple Items
Where an order includes multiple items, the customer should clearly indicate on the return form which specific item or items are being returned and the reason applicable to each one.
5. How to Pack the Item for Return
5.1. General Packing Requirement
Returned items must be packed carefully and securely to reduce the risk of damage during transit.
5.2. Packing Instructions
When returning an item, you should:
(a) place the item in its original packaging where reasonably possible;
(b) include all parts, accessories, manuals, labels, protective covers, and inserts that came with the item, where applicable;
(c) use additional outer packaging suitable for transport;
(d) ensure that fragile, sharp, breakable, or heavy items are properly cushioned and protected;
(e) seal the parcel securely to prevent opening or movement during transit; and
(f) include the completed return form, or any return reference information we request, inside the parcel where instructed.
5.3. Special Care for Kitchen Goods
Because the website sells kitchen goods, extra care should be taken when returning knives, cookware, glass, ceramic items, and other breakable or sharp products. Sharp items should be sheathed, wrapped, or otherwise protected in a safe manner. Breakable items should be packed with sufficient padding to reduce the risk of damage in transit.
5.4. Responsibility for Poor Packaging
If an item is damaged during return transit because it was packed inadequately or carelessly by the customer, we reserve the right to reduce or refuse the refund to the extent permitted by law and depending on the condition in which the goods are received.
6. Refund Eligibility
6.1. General Eligibility
A refund may be approved where the return request complies with this Policy and applicable law, and where the returned item is received and assessed in an appropriate condition.
6.2. Situations in Which a Refund May Be Reduced or Refused
To the extent permitted by law, we may reduce or refuse a refund where:
(a) the returned item is missing parts, accessories, documentation, or packaging that materially affects its value;
(b) the item shows signs of use, damage, wear, misuse, or improper handling beyond what is reasonably necessary to inspect it;
(c) the item was damaged because it was not packed properly for return;
(d) the return does not comply with the instructions provided; or
(e) the customer has not sufficiently identified the return or provided the information reasonably required to process it.
6.3. Incorrect, Damaged, or Faulty Goods
If you believe that you have received an incorrect item, a damaged item, or a faulty item, you should contact us as soon as possible and provide a clear description of the issue, together with photographs where available. In such cases, we may review the matter and, where appropriate, offer a refund, replacement, repair, or another suitable remedy in accordance with applicable law.
7. Non-Refundable or Restricted Returns
7.1. General
Certain returns may be restricted or refused where permitted by law, including where the item has been used in a way that goes beyond reasonable inspection, has been altered, damaged after delivery, or returned in an unsanitary or unsafe condition.
7.2. Items Not Returned in Proper Condition
Where goods are returned incomplete, heavily damaged, improperly packaged, or in a condition that materially reduces their resale or usable value, we reserve the right to reduce the refund or refuse it to the extent permitted by law.
7.3. Safety Considerations
For safety and hygiene reasons, we may take a stricter approach when assessing returned kitchen-related goods that have clearly been used, damaged, sharpened, altered, exposed to excessive wear, or returned in unsafe condition.
8. Return Shipping Costs
8.1. Customer Responsibility for Return Shipping
Unless otherwise required by applicable law or expressly agreed by us, the customer is responsible for the cost of returning goods.
8.2. Cases Where We May Cover Return Costs
If the return is due to our error, such as where the wrong item was sent, or if the goods are confirmed to be faulty or damaged on arrival, we may, where appropriate, reimburse reasonable return shipping costs or provide an alternative return arrangement.
8.3. Non-Refundable Shipping Costs
Original shipping charges may be non-refundable except where required by law or where the refund arises from our error or another circumstance in which the law requires reimbursement.
9. Refund Process
9.1. Review of Returned Goods
Once we receive the returned goods, we will review the return request, inspect the goods, and determine whether a refund, replacement, or other remedy is appropriate.
9.2. Processing Time
Refund processing times may vary depending on the nature of the return, the condition of the goods, the completeness of the information provided, and operational workload.
9.3. Refund Method
Where a refund is approved, it will generally be issued to the original payment method used for the purchase, unless otherwise required by law or agreed with you.
9.4. Payment Provider Timing
The time it takes for refunded funds to appear in your account may depend on your payment provider, bank, card issuer, or other financial institution. We are not responsible for delays caused by such third parties after the refund has been initiated.
10. Exchange or Replacement
10.1. Replacement Requests
In some cases, instead of a refund, a replacement may be offered where this is appropriate and possible, particularly if the original item was damaged, incorrect, or defective.
10.2. Availability
Any replacement is subject to stock availability and operational feasibility.
10.3. Alternative Remedies
If a replacement is not available, we may offer another suitable remedy in accordance with applicable law, which may include a refund.
11. Incorrect or Incomplete Return Information
11.1. Customer Responsibility
It is the customer’s responsibility to provide complete and accurate return information when requesting a return and when completing the return form.
11.2. Effect of Missing Information
If the return form is incomplete, inaccurate, missing, or not included where required, or if the parcel cannot be identified on arrival, processing of the return may be delayed. In some cases, we may be unable to process the return promptly until sufficient information is provided.
12. Risk in Return Transit
12.1. Customer Responsibility Until Receipt
Unless otherwise required by law or otherwise agreed by us, returned items remain the customer’s responsibility until they are received by us at the return address provided.
12.2. Recommended Shipping Method
We recommend using a tracked and appropriate shipping method when returning goods, especially for valuable, fragile, heavy, or sharp items.
12.3. Loss or Damage in Return Transit
We are not responsible for returned goods lost, delayed, or damaged in transit before they are received by us, except where such responsibility is required by law.
13. Contact and Return Request Procedure
13.1. Return Request by Email
To request a return or refund, you must contact us first at:
13.2. Information to Include in Your Request
Your request should include sufficient information for us to identify the order and assess the request, including where possible:
(a) your full name;
(b) your order number;
(c) the item or items you wish to return;
(d) the reason for the return; and
(e) any relevant supporting information or photographs.
13.3. Return Form
After receiving your request, we will send you a return form to complete. Once the form has been reviewed, we will provide the return address and any further instructions necessary for the return.
14. Statutory Rights
14.1. Consumer Protection Rights
Nothing in this Refund Policy is intended to exclude, restrict, or limit any rights that you may have under applicable consumer protection law.
14.2. Interpretation of this Policy
Where this Policy differs from mandatory legal rights available to a consumer, the applicable law shall prevail to the extent required.
15. Changes to this Refund Policy
15.1. Right to Update
We reserve the right to amend this Refund Policy from time to time.
15.2. Effective Date
Any revised version of this Refund Policy will take effect from the date it is published on the website, unless otherwise stated.
15.3. Applicable Version
The version of the Refund Policy in force at the time the relevant order is placed will generally apply to that order unless a change is required by law.
16. Governing Law and Jurisdiction
16.1. Governing Law
This Refund Policy shall be governed by and construed in accordance with the laws of England and Wales.
16.2. Jurisdiction
Any dispute arising out of or in connection with this Refund Policy shall be subject to the jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise.
17. Contact Information
If you have any questions about this Refund Policy, you may contact us at:
ARCANE PANTRY LTD
284 Wood Lane, London, United Kingdom, W12 0BZ
Email: [email protected]
