Refund Policy

1. AMENDING OR CANCELLING YOUR ORDER

1.1 The confirmation email we send will set out the latest time that you may amend or cancel your order, being 24 hours prior to the date of your delivery (the “cut-off time”). Please note that during our festive dispatch period (15th December- 31st December each year) different cut off times and deliveries may apply and you must provide us with 48 hours notice prior to dispatch to amend or cancel your order.

1.2 Should you wish to cancel your order after the cut off time or after the festive cut off time but prior to delivery, we may charge you in full for an amount equal to the value or your order, including any delivery cost.

1.3 Any cancellation must be must be made by telephone, or in person, within the cut-off time or festive cut off time.

1.4 Where you order goods that are unavailable for any reason, we shall notify you and we will either send a replacement product with your order, or organise a full refund or a voucher within two working days.

2. IF YOU ARE DISSATISFIED

2.1 Here at Swales Group we are committed to offering you the very best service and the very best produce and we guarantee the quality of all goods and produce you order from us. You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly in writing via the feedback form in the Contact Us section of the website.

2.2 Complaints in respect of service or quality of goods will be reviewed by our Senior Management and we promise to respond to you within 1 working day whenever possible.

2.3 If the goods ordered by you do not meet your reasonable satisfaction we may, at our absolute discretion, send you a Swales Group voucher or a full refund to the value of the goods that have fallen short of your expectations or replace the goods upon inspection within 3 working days of a complaint being received.