Refund and Return Policy

Effective Date: 26th February 2025

Last Updated: 26th February 2025

At The Natural Cow, we are committed to delivering fresh, high-quality food and groceries to our customers. Due to the perishable nature of many of our products, our refund and return policy reflects industry best practices and UK consumer laws.

1. Payment and Order Completion

  • All orders must be fully paid at the time of purchase.
  • We do not accept cancellations once an order has been processed due to the perishable nature of our products.
  • If you wish to make a change to your order, please contact us immediately at hello@thenaturalcow.co.uk. Changes are subject to order processing status and availability.

2. Perishable Goods – No Returns Policy

Due to health and safety regulations, we do not accept returns on perishable food items. This includes:

  • Fresh produce (fruits, vegetables, dairy, meat, seafood, eggs, bread, etc.)
  • Frozen foods
  • Chilled products
  • Dairy and deli items
  • Freshly prepared meals
  • Bakery goods
  • Any item requiring refrigeration

Once these items have been delivered, they cannot be returned for resale due to food safety concerns.

3. Damaged, Incorrect or Poor-Quality Items

If you receive a damaged, incorrect, or poor-quality item, please notify us within 24 hours of delivery by contacting hello@thenaturalcow.co.uk.

To process your complaint, we require:

  • A clear description of the issue (e.g., expired product, damaged packaging, missing item).
  • Photographic evidence of the item, packaging, and any visible damage.

If your claim is approved, we will offer one of the following resolutions:

  • A refund to your original payment method.
  • A credit for future purchases.
  • A replacement delivered with your next order (subject to availability).

Refunds or credits will be processed within 5-7 business days after approval.

4. Non-Refundable Items

The following items cannot be returned or refunded unless faulty or incorrect:

  • Perishable food items (fresh, frozen, and chilled products).
  • Personal care and hygiene products (e.g., soaps, skincare, supplements).
  • Alcoholic beverages (unless incorrect or damaged).
  • Gift cards and vouchers.
  • Items purchased on sale or promotion.

For non-perishable grocery items, returns may be accepted on a case-by-case basis if the product is unopened, unused, and in its original packaging. You must contact us within 7 days of delivery to request a return.

5. Delivery Issues & Missed Deliveries

Missed Deliveries

  • It is the customer’s responsibility to ensure that someone is available to receive the order at the designated time and location.
  • If delivery is unsuccessful due to an incorrect address or no one being available, we cannot issue a refund for perishable items.

Late Deliveries

We strive to deliver within the specified time frame, but external factors (such as traffic, weather, or courier delays) may impact timing. If your order is delayed significantly, please contact us, and we will do our best to assist.

6. Right to Withdrawal – Fresh Food Exemption

Under UK consumer law, the right to withdraw from a purchase within 14 days does not apply to perishable food and grocery items.

This means:

  • Once an order has been placed and processed, it cannot be cancelled unless required by law.
  • Refunds will only be issued for perishable goods if they are damaged, faulty, or incorrectly supplied.

For non-perishable grocery items, customers have a 14-day withdrawal period, provided the product is unopened and in its original condition.

7. Alcohol & Age-Restricted Products

  • By placing an order for alcohol or age-restricted items, you confirm that you meet the legal age requirement.
  • Our delivery drivers may request valid ID upon delivery.
  • If age verification is unsuccessful, we cannot complete the delivery, and you will not be eligible for a refund.

8. How to Request a Refund or Report an Issue

To report an issue with your order, please email us at hello@thenaturalcow.co.uk within 24 hours of delivery.

Include:
✔ Your order number
✔ A description of the issue
✔ Photos of the affected product(s)

Once we review your request, we will respond within 48 hours with the next steps.

9. Refund Processing

  • Approved refunds will be processed within 5-7 business days.
  • Refunds will be credited to your original payment method.
  • If you paid via credit/debit card, processing times depend on your bank or payment provider.

10. Contact Us

For any questions or concerns regarding our refund and return policy, please contact us:

📧 Email: hello@thenaturalcow.co.uk