Refund Policy
Last updated: 19 April 2026
Our Returns Promise
We want you to be completely happy with your purchase. If for any reason you are not satisfied, we make returns simple and straightforward.
1. Your Right to Cancel (Distance Selling)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must inform us of your decision before the 14-day period expires by contacting us at kiriakos@backtonatureorganicfoods.co.uk with your order number and a clear statement that you wish to cancel.
2. Returning Your Order
Once you have notified us of your cancellation, you must return the goods to us within 14 days. Items must be:
- Unused and in their original condition
- In original, undamaged packaging
- Accompanied by proof of purchase
You are responsible for the cost of return postage unless the item is faulty, damaged, or incorrectly sent. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
Please send returns to:
32 Town Lane, Little Neston, CH64 4DF, United Kingdom
3. Exemptions
The following items cannot be returned unless faulty:
- Perishable goods (fresh or chilled products with a short shelf life)
- Sealed goods that have been opened and cannot be returned for hygiene or health-protection reasons (e.g. food items once opened)
- Items that have been personalised or made to your specification
4. Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to your original payment method. We will refund the full purchase price of the item, including the standard outbound delivery charge. We will not refund any premium delivery charges (e.g. express or next-day delivery) beyond the standard rate.
If your return is not received in its original condition, we reserve the right to make a deduction from the refund to reflect the reduction in value.
5. Faulty or Damaged Items
If you receive an item that is faulty, damaged, or not as described, please contact us within 48 hours of delivery at kiriakos@backtonatureorganicfoods.co.uk, including your order number and photographs of the issue. We will arrange a replacement or full refund at no cost to you, including return postage.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund.
6. Late or Missing Refunds
If you have not received your refund within 14 days of us receiving your return, please first check your bank account and contact your card issuer, as processing times can vary. If you have done this and still have not received your refund, please contact us at kiriakos@backtonatureorganicfoods.co.uk.
7. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.
8. Contact Us
If you have any questions about our return process, please get in touch:
Back to Nature Co
Email: kiriakos@backtonatureorganicfoods.co.uk