Returns & Refund Policy

Last Updated: 11 July 2026

At Eastern Valleys, we take great care to ensure every order is packed and dispatched to the highest standards. As our products are food items, different return rules apply compared to non-perishable goods.

This policy explains your rights and how we handle returns, refunds and order issues.

1. About Us

Eastern Valleys Ltd

Company Number: 16596386

Registered Office:

71 Mansel Road East
Southampton
England
SO16 9DU

Email: trading@easternvalleys.com

Phone: +44 7380 795446

2. Food Products

Due to the perishable nature of food products and for hygiene and food safety reasons, we are generally unable to accept returns once products have been delivered.

However, this does not affect your statutory rights under UK consumer law.

3. Damaged, Faulty or Incorrect Orders

If your order arrives:

• damaged;

• faulty;

• incorrect;

• incomplete; or

• not of satisfactory quality,

please contact us as soon as reasonably possible after receiving your order.

To help us investigate, we may request:

• your order number;

• photographs of the product and packaging;

• a brief description of the issue.

Where appropriate, we may offer:

• a replacement;

• a partial refund;

• a full refund; or

• another suitable resolution.

4. Change of Mind

Because we sell food products, we are generally unable to accept returns simply because you have changed your mind once an order has been delivered.

If your order has not yet been processed or dispatched, please contact us immediately. We will make reasonable efforts to cancel or amend your order where possible.

5. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details.

Eastern Valleys cannot accept responsibility for delays, failed deliveries or additional costs resulting from incorrect or incomplete delivery information supplied during checkout.

6. Delivery Issues

If your order appears to be delayed, missing or damaged during transit, please contact us promptly.

We will work with the delivery provider to investigate and help resolve the issue as quickly as possible.

7. Refund Processing

Where a refund is approved, it will normally be issued using the original payment method.

Refund processing times may vary depending on your payment provider or bank.

8. Wholesale Orders

Wholesale and trade orders may be subject to separate return arrangements agreed before purchase.

Where separate written agreements exist, those agreements will take precedence over this policy.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Where your order has not yet entered processing or dispatch, we will make reasonable efforts to accommodate your request.

Once an order has been dispatched, cancellation may no longer be possible.

10. Statutory Rights

Nothing in this policy limits or excludes any rights available to consumers under the Consumer Rights Act 2015 or any other applicable UK legislation.

11. Contact Us

If you have any questions about this Returns & Refund Policy or need assistance with an order, please contact us.

Eastern Valleys Ltd

Company Number: 16596386

71 Mansel Road East
Southampton
England
SO16 9DU

Email: trading@easternvalleys.com

Phone: +44 7380 795446