Returns Policy for Non-Perishable Goods
For all cancellable goods you have 14 days of receiving your goods to notify The Deer Park team if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods. This only applies to cancellable goods. All goods are cancellable unless perishable, please see the Return Policy for Perishable Goods below, made to order or personalised items.
What to do if you want to cancel and receive a refund:
- Contact the team to let them know that you wish to cancel your order, or return or exchange a product by email to info@deerpark.
- If already received, package the item and send it back to The Deer Park within 14 days of letting us know that you want to cancel your order and return the product. We are happy to oversee the return, the charge for which will be the same cost as the delivery to you. This varies for each product.
- We will process the refund directly to your bank account, in no more than
a.14 days after the day the product is received; or
b. if earlier, 14 days after the date you provide evidence that you have returned the product; or
c. if there were no goods supplied, 14 days after the day on which you informed us (via Step 1 above) about your decision to cancel your order.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won’t affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it.
Gift vouchers are fully refundable within seven business days of purchase.
What you cannot send back
Unfortunately, some items are non-cancellable and non-refundable:
Anything that’s made to your specific requirements, is personalised or otherwise can’t be resold due to a bespoke element. To avoid disappointment, please check with the team whether an item is cancellable or non-cancellable before ordering either by email or telephone.
Return Policy for Perishable Goods
In line with distance selling laws, it is our policy that we do not allow cancellations or exchanges for orders placed online for short shelf life perishable or prepared to order goods except where the item is faulty or not as advertised. However, we fully appreciate the right to change your mind and as a courtesy will always endeavour to assist by cancelling orders and offering a refund for any goods which have not left the premises, are not in transit and not delivered. We cannot cancel an order and offer a refund for meat products once they have left the premises.
In the case of products such as sauces, condiments and other packaged food products which offer a longer shelf life, our non-trade customers have the right to cancel the order and return products, at their expense, at any time until the expiry of the 7th working day after the date of delivery of the products by notifying us by telephone or email. We will arrange to return any such perishable goods and will credit the payment card used at purchase, less the delivery charge.
Any long shelf life products being returned due to a change of mind must be received back to the shop in its original state and packaging. Should a product be used, opened, or become mixed inseparably with other items after delivery we are not obliged to refund the purchase.
Where a return is entitled, we will only pay the cost of return where; the products are faulty, misdescribed, if you are ending the contract because due to a change to the product, there was an error in pricing or description, delay in delivery due to events outside our control or if you have the legal right to return as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.