Returns & Refunds

↩ Returns & refunds

Returns, refunds & order issues

We always aim to pack your order carefully and deliver it in perfect condition. If something isn’t right, this page explains how we handle returns, refunds and replacements.

Perishable items (chilled & frozen)

Because chilled and frozen foods are perishable, we can’t accept them back once they’ve left our store. However, we will always help if there’s a genuine quality or delivery issue.

  • Please check frozen/chilled items as soon as your order arrives.
  • Report any problems within 24 hours of delivery or collection.
  • Include clear photos of the issue (packaging, labels, any damage).

Ambient & non-food items

For tins, packets, dry goods and non-food items you may have more flexibility:

  • Unopened, resaleable items can usually be returned within [7days] with proof of purchase.
  • Return postage is the customer’s responsibility unless an item is faulty or sent in error.
  • For in-store purchases, please bring the item and your receipt to the customer service desk.

This policy does not affect your statutory rights under UK consumer law.

How to report a problem

  1. Take clear photos of the issue (damaged packaging, incorrect item, missing items etc.).
  2. Email info@lanrefoodsonline.co.uk with your order number and photos.
  3. Tell us whether you’d prefer a refund, store credit or replacement (where possible).
  4. Our team will review and respond, usually within 2 working days.

Please don’t dispose of any damaged or incorrect items until we confirm the outcome, as we may need further photos or batch information.

Refund methods

  • Refunds are processed back to the original payment method where possible.
  • Depending on your bank, it can take up to 5–7 working days to appear on your statement.
  • For in-store purchases, refunds may be issued as store credit at our discretion.

FAQs

My parcel arrived damaged – what should I do?
Please take photos of the parcel before opening (if possible), and of any damaged items inside. Email everything to info@lanrefoodsonline.co.uk within 24 hours and we’ll investigate with the courier.
There’s an item missing from my order.
Check your packing slip first in case the item was out of stock and refunded. If it’s listed but not received, contact us with your order number and we’ll put it right.
Can I cancel or change my order?
If you need to change or cancel, contact us as soon as possible. Once an order has been picked or dispatched, we may not be able to make changes.