Damaged, faulty, or incorrect deliveries
If your order arrives damaged, leaking, past its best-before date, or is not what you ordered, email info@berrysense.co.uk within 7 days of delivery with your order reference and a photo of the problem. We will send a replacement or issue a full refund, including delivery — you will not be asked to post perishable goods back to us.
Changing your mind
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel an online order. Two legal exceptions apply to our products because they are perishable food items:
- goods that are liable to deteriorate or expire rapidly are excluded from the cancellation right;
- sealed goods that are unsuitable for return for health protection or hygiene reasons lose the cancellation right once unsealed.
In practice: unopened bottles with a reasonable remaining shelf life can be returned within 14 days of delivery — contact us first and we will confirm the return address. Return postage for a change-of-mind return is paid by you, and the bottles must reach us unopened and resaleable. Opened bottles cannot be returned unless faulty.
Cancelling before dispatch
If your order has not been dispatched yet, we can usually cancel it entirely. Email info@berrysense.co.uk with your order reference as soon as possible.
How refunds are paid
Refunds are issued to your original payment method through SumUp, normally within 14 days of agreeing the refund (and in most cases much sooner). You will receive a confirmation email when the refund is issued; banks can take 3–5 working days to show it.
Your statutory rights
Nothing on this page reduces your statutory rights under the Consumer Rights Act 2015. If a product is not of satisfactory quality, BerrySense will put it right.