Refund policy

Return & Refund Policy

FauziaCooks (FCooks Ltd)
Last updated: May 2025 

1. Overview

At FauziaCooks, we specialise in freshly prepared and perishable food products. Due to their nature, returns are limited and handled in accordance with both food safety standards and applicable UK consumer law.

This policy operates alongside your statutory rights under the Consumer Rights Act 2015, which are not affected by the terms set out below.

2. Your Statutory Rights

Under the Consumer Rights Act 2015, customers are entitled to receive goods that are:

  • Of satisfactory quality
  • Fit for their intended purpose
  • As described

If these standards are not met, you may be entitled to a repair, replacement, or refund.

Nothing in this policy limits or excludes your legal rights.

3. Nature of Goods (Perishable Products)

All products sold by FauziaCooks are perishable food items.

As such:

  • They are exempt from cancellation rights under the Consumer Contracts Regulations where applicable
  • Returns are not accepted for change of mind once goods have been dispatched or delivered

Customers acknowledge that improper handling or storage after delivery may affect product quality.

4. Reporting Issues (Time-Sensitive Requirement)

Due to the perishable nature of our goods, any issues must be reported promptly.

You must contact us within 24–72 hours of delivery.

Email: fcooksltd@gmail.com
Subject: Return – [Order Number]

You must provide:

  • Order number
  • Description of the issue
  • Clear photographic evidence of:
    • Product condition
    • Inner and outer packaging
    • Any damage or defects

Failure to report within this timeframe may affect our ability to investigate and resolve your claim.

5. Assessment of Claims

All claims are subject to review.

We reserve the right to:

  • Request additional evidence
  • Decline claims where insufficient information is provided
  • Refuse claims where damage or deterioration is consistent with:
    • Normal transit conditions
    • Improper storage
    • Delayed reporting

6. Faulty, Damaged, or Incorrect Items

Where a valid issue is confirmed, we will, at our discretion:

  • Provide a replacement, or
  • Issue a refund (full or partial)

The chosen remedy will depend on:

  • The nature of the issue
  • Product availability
  • Evidence provided

Where courier damage is suspected, we may conduct an investigation. This may take up to 7–10 working days.

7. Returns & Authorisation

Returns are only accepted where explicitly authorised.

If a return is approved:

  • Instructions will be provided
  • Return shipping may be arranged or reimbursed where appropriate

We reserve the right to not require return of perishable goods.

Unauthorised returns will not be accepted or refunded.

8. Non-Returnable Situations

We do not accept returns or provide refunds where:

  • Products have been opened or unsealed (unless faulty)
  • Storage instructions have not been followed
  • The issue arises from customer handling after delivery
  • The request is based on personal preference or change of mind
  • The return was not authorised in advance

9. Storage Responsibility

To preserve product quality, customers must:

  • Store all products in an airtight container
  • Keep items in a cool, dry place
  • Ensure products are protected from moisture and humidity

We are not liable for spoilage, degradation, or quality issues resulting from improper storage after delivery.

10. Exchanges

We do not offer exchanges for perishable goods.

Where a valid issue is identified, we will provide either:

  • A replacement, or
  • A refund

11. Refunds

If a refund is approved:

  • It will be issued to the original payment method only
  • Processing times are typically 5–10 business days, depending on your provider

If funds have not been received within 15 business days, please contact us.

12. Shipping Costs & Deductions

Faulty / Damaged / Incorrect Items:

  • Product cost refunded in full
  • Original delivery cost refunded (where applicable)
  • Return shipping covered by us if required

Discretionary Returns (if exceptionally approved):

  • Customer is responsible for return shipping
  • Original delivery fees are non-refundable
  • A 10% administrative fee may be deducted

13. Delivery & Risk Transfer

Customers are responsible for:

  • Providing accurate delivery details
  • Ensuring appropriate arrangements for receiving perishable goods

Risk passes to the customer upon confirmed delivery.

We are not responsible for:

  • Failed deliveries due to incorrect information
  • Delays caused by third-party couriers

14. Limitation of Liability

To the fullest extent permitted by law:

  • We are not liable for indirect or consequential losses
  • Our liability is limited to the value of the goods purchased

Nothing in this section limits liability where it would be unlawful to do so, including liability for:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Breach of statutory consumer rights

15. Contact

FauziaCooks (FCooks Ltd)
Email: fcooksltd@gmail.com
Subject: Return – [Order Number]

16. Policy Updates

We reserve the right to amend this policy at any time. Updates take effect immediately upon publication.