Returning an Item

We comply in accordance with EU law which governs the sale of goods at a distance for consumers within the EU. If you wish to cancel an order because you have changed your mind, you must inform us in writing at support@sevenhillswholefoods.com quoting your order number no later than 14 days of having received your item(s). We will then advise you where and how to return your item(s). After written approval, customers have 14 days to return their items back to us. Returns received after this period unfortunately cannot be processed. You will be responsible for the cost of returning the item to us and we will only offer a refund as long as the item is sent back in a sellable condition. We suggest you use a tracked method of delivery and package your item well, as you will be responsible for your item until it is delivered to us.

If you are returning your item because it is defective you must inform us in writing at support@sevenhillswholefoods.com within 5 days of the item being despatched to you. We will then advise you how to return your item. Your statutory rights are not affected.  

If you are returning the item from outside the UK or because the item has been returned by the carrier we will deduct postage charges, all in and outbound handling charges and a £5 admin fee per order.

If You Have Not Received Your Item

The vast majority of our customers receive their items within a couple of days with absolutely no problems in the UK. In the extremely unlikely situation where your item has not arrived in the expected timescales, we would be happy to hear from you. 

When to contact us if your parcel has not arrived:

• If you are in the UK and your shipment has not arrived 3 days after the date of despatch
• If you are outside the UK, please contact us 5 days after despatch

The responsibility for keeping an eye on your parcel lies with you, we will provide tracking information for you to do this.  Couriers are now becoming stricter about parcel claims.  If you leave it too long to contact us you may potentially have left it too late for us to raise a claim if this was required.

If you have not received your item, please do not hesitate to get in touch. Royal Mail consider a parcel to be in transit until 15 working days have passed after the dispatch date. If you have not received your item within a few days, we ask customers to kindly check for any missed collection cards that may have been left by the courier. We also often find that postal services forget to leave collection cards altogether, so customers are not aware that a delivery attempt has been made. In this case, we advise that customers contact their local Postal Office to check for any items being held for collection. We are also seeing an increasing number of cases where postmen are leaving parcels on people's property without any notification. Therefore, we ask that you check around your property e.g. recycling bins, side of the house, other places under cover, etc. just to make sure.

If you have still not received your item after 15 working days have passed since dispatch, please feel free to contact us via support@sevenhillswholefoods.com and we will get back to you as soon as possible.

We take undelivered items very seriously, and each circumstance is thoroughly investigated and ruled on a case by case basis. Please note that items not delivered as the result of an incorrect address having been input by the customer at the time of placing their order, will not be the responsibility of Sevenhills Wholefoods and you will not be entitled to a refund if your order does not make it to you

Defective/Damaged Items

If you are present when your package is delivered, please inspect the condition of outer box for any damage that may have compromised its contents. Please do this before signing and accepting delivery of the package, as you have the option of rejecting delivery for any reason, including damage, and we can then provide you with a refund or replacement.

 

If the outer box is undamaged but one or more items are broken and have spilled their contents, please contact us immediately via the Help button on the website or by e-mail at support@sevenhillswholefoods.com. Please do not dispose of these items right away, as we may need you to send them back to us, at our cost, so we can investigate the cause. Please provide us with a photo of each damaged item as an attachment to your message.

You must contact us with the information requested below within 2 days of delivery of your goods as there are strict time limits for claims set by couriers.  If you leave it too late to provide us with the information required to pursue a damaged in transit claim we may not be able to raise a claim.

 You will need to provide us with the following details in order for us to fully investigate your claim:

• Order Number
• As much detail as possible describing what defect has been found.
• Product Batch Number and Best Before Date
  (found on the bottom of the “back” label of the pouch).
• Photographic evidence to support your claim of the defect found.
• Confirmation of how and where the product was stored.
• Confirmation of approximately how much of the product remains/has been used.
• Confirmation that the pouch was received sealed and untampered with.

After receiving these details and reviewing your case, we will then notify you of what next steps are to be taken.

Please be aware that we can investigate instances of a suspected underweight pouch having been received only if the pouch has remained sealed and you have not opened it. If you are in doubt about the weight, then we advise you to weigh the pouch as soon as you receive it, leaving it in an unopened condition, to then contact us to let us know. An opened pouch will not qualify for an investigation.

Please also be aware that you must retain the item, leaving it in the condition in which it was received. Disposal of an item prior to a notification to us of a defect will not be accepted as we will require this evidence to support your claim.