Returns & Exchanges FAQ
Can I return a purchase if I change my mind?
Yes, you can cancel your order up to 14 days from receipt. However, a refund will only be provided if the item is returned in a saleable condition. You must pay for return postage if the item has already been sent.
What if an item is missing or damaged?
You have two choices: either we can dispatch a replacement item at our expense, or you can return the box to us for a full refund.
Can I return a product that has been opened?
Yes, if the item is faulty, and then you can request a refund up to 30 days from receipt. Please email us at info@boxtapas.co.uk if there is an issue so we can resolve this for you.
Who pays for return postage?
Initially, you pay return postage. If we agree that the item is faulty, we will refund the return postage, but this is limited to the operator’s standard basic rate and excludes premium services such as Special Delivery.
What if I return a product to you and you do not find it faulty?
If, after inspection (and in consultation with the producer), we determine that the product is not faulty, we can either return it to you (at your cost) or dispose of it on your behalf.
Where can I learn more about your Return Policy?
Our returns policy can be found here. You can contact us by email (info@boxtapas.co.uk) or telephone 0208 123 6939 between 10 am and 5 pm, Monday to Friday, excluding public holidays.
RETURN POLICY
Subject to our Terms & Conditions, our cancellation and returns policy is listed below. This policy is subject to applicable laws and does not affect your statutory rights.
CANCELLATION
- You can cancel your order up to 14 days from receipt.
- If you do wish to cancel, you must notify us in writing within this period by emailing us at info@boxtapas.co.uk
- You then have 14 days from the date you notify us of your cancellation to return the goods.
- You are responsible for delivery costs when returning unwanted goods to us and they must be returned unopened, undamaged and in their original packaging.
- To receive a refund, the goods need to be returned to us in a re-saleable condition and therefore you should ensure suitable packaging is used to protect them from damage in transit.
- Providing the goods are received in a satisfactory condition, a refund will be provided within 14 days. This refund will exclude any original delivery charges.
REFUND
- You can request a refund for goods which are faulty up to 30 days from receipt.
- If you do wish to claim a refund for a faulty item, you must notify us in writing within this period by emailing info@boxtapas.co.uk.
- The email should include a copy of the purchase invoice and a clear description of the fault.
- We advise that you also supply photographs showing the nature of the complaint where possible. This helps reduce the risk of returning an item that is not considered defective.
- You will need to cover the initial cost to return the item to us. Any refunds on return postage will be limited to the operator’s standard basic rate only and this excludes premium services such as Special Delivery.
- We recommend you contact us for pre-approval on return costs ahead of sending and also provide copies of postage receipts once sent.
- When you return the goods, they need to be sent to us in suitable packaging to protect them from damage in transit.
- After receiving the item and evaluating the complaint, we will contact you to discuss further. If we agree that the item is faulty, we will provide a full refund for the item plus any associated delivery costs (including the return delivery).
