Refund policy

Returns and refunds

If something is not right, email us at shopify@willterlet.co.uk within 30 days of delivery and we will put it right.

Unopened items

Unopened pouches in resalable condition can be returned for a full refund within 30 days of delivery. Please contact us before sending anything back so we can confirm the return address.

Opened items

For food-safety reasons we cannot resell opened pouches, so we are unable to accept those back once the seal is broken. If there is a problem with the product itself, contact us and we will resolve it.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty or incorrect, email us within 30 days of delivery with your order number and a photograph where possible. We will arrange a replacement or a full refund, including any delivery charge paid.

How refunds are issued

Approved refunds are issued to the original payment method within 14 days of us receiving the returned item or agreeing the refund. Your bank or card issuer may take a few additional days to show the funds.

Return postage

Where a return is because the item is damaged, faulty or incorrect, we cover the return postage. For change-of-mind returns of unopened items, return postage is the customer's responsibility.

Your statutory rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel most online orders within 14 days of receiving the goods. Sealed goods that are not suitable for return for health-protection or hygiene reasons are excepted once unsealed, which is why we cannot accept opened pouches. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.