Refund Policy

At Fennel & Ginger, we take great care in selecting, packing and dispatching every order. We want you to be happy with your purchases and will always do our best to resolve any genuine concerns fairly and promptly.

Please read the following information before requesting a return or refund.

Problems With Your Order

We ask customers to check their order carefully upon delivery and report any missing, incorrect, faulty or damaged products as soon as possible, preferably within 48 hours.

All concerns should be reported to support@fennelandginger.co.uk, quoting your order number and details of the issue.

Photographic Evidence

To help us investigate a reported problem, we'll initially request:

A clear photograph of the product showing the issue.
For products reported as damaged in transit, photographs of the affected products and the outer delivery packaging, including any visible marks, dents or other signs of damage.

Where appropriate, photographs will be compared with the courier's Proof of Delivery (POD) images as part of our investigation.

Please retain the affected products and packaging until we've reviewed your claim and advised you of the next steps.

We reserve the right to request further information or arrange for products to be returned where reasonably necessary to investigate a claim.

Once we've reviewed the information provided, we'll advise you of the next steps and work towards an appropriate resolution.

Where a product is faulty, damaged or not as described, we'll provide an appropriate remedy in accordance with your statutory rights, including reasonable return costs where applicable.

Returns & Change of Mind

If you change your mind about a purchase, please contact support@fennelandginger.co.uk before returning any products so we can advise you of the appropriate return procedure.

For products eligible for cancellation under UK distance-selling rules, customers have 14 days from receiving their order to notify us of their decision to cancel, followed by a further 14 days to return the products.

Please ensure that:

Products are securely packaged for their return.
All original packaging, labels and seals are retained wherever possible.
Products have not been handled beyond what is reasonably necessary to inspect them.
Proof of postage is obtained.

Customers are responsible for arranging and paying for return postage on change-of-mind returns.

We reserve the right to make deductions from refunds where products have been handled beyond what is reasonably necessary to inspect them and their value has been reduced, as permitted by law.

Some products are excluded from statutory cancellation rights, as explained below.

Food & Drink Products

For health, hygiene and food safety reasons, we do not generally offer discretionary change-of-mind returns on food and drink products.

Please check the product description, packaging, best before date and condition of each product before breaking any seals or opening the packaging.

Where a return is being considered, products should be kept unopened, unused and in their original packaging, with all protective seals intact.

Certain sealed products that are unsuitable for return for health protection or hygiene reasons cannot be returned under change-of-mind cancellation rights once their protective seals have been broken after delivery.

Products liable to deteriorate or expire rapidly are also excluded from standard change-of-mind cancellation rights.

Other shelf-stable food and drink products remain subject to the applicable statutory cancellation rights.

Any additional goodwill returns of food and drink products are considered individually and are subject to our agreement.

Clearance Sale & Short-Dated Products

Our Clearance Sale includes end-of-line, discontinued and short-dated products offered at reduced prices.

Some products may have minor imperfections to their outer packaging, including small dents, marks or scuffs, which do not affect the quality or condition of their contents.

All Clearance Sale products are dispatched with a minimum of 14 days remaining until their best before date.

Customers should consider the advertised clearance conditions before purchasing and check product dates and packaging before opening.

A shorter best before date or minor cosmetic imperfection that has been clearly described as part of the clearance offer does not, by itself, mean a product is faulty or misdescribed.

Clearance purchases remain subject to applicable statutory cancellation rights and consumer protections.

Gift Cards

Fennel & Ginger gift cards are issued electronically by email and can be redeemed against purchases on our website.

Gift cards cannot be exchanged for cash and are not normally refundable once redeemed, either fully or partially.

Unused gift cards may be cancelled within the applicable statutory cancellation period. Outside this period, gift cards are non-refundable unless otherwise agreed.

Any agreed refund will be made to the original purchaser using the original payment method.

Nothing in these conditions affects your statutory rights.

Goodwill Returns

We recognise that individual circumstances can vary and may, at our discretion, agree to accept returns outside our normal policy.

Any such arrangement must be agreed by Fennel & Ginger in advance.

Unless otherwise agreed, the following conditions apply to discretionary goodwill returns:

Products must be unopened, unused and in their original packaging.
All original seals must remain intact.
Products must be in a condition suitable for resale.
Customers are responsible for arranging and paying for return postage.
Refunds will only be processed once returned products have been received and inspected.

Agreement to accept a goodwill return on one occasion does not create an obligation to accept similar returns in future.

These conditions do not affect your statutory rights.

Returning Products

Please contact support@fennelandginger.co.uk with your order number before sending products back so we can assist with the return process.

Returns should be sent to:

Returns Department
Fennel & Ginger
17–18 Corinium Business Park
Speculation Road
Cinderford
Gloucestershire
GL14 2YD
United Kingdom

All returned products should be securely packaged to minimise the risk of damage during transit.

We recommend using a tracked postal service and retaining proof of postage.

For change-of-mind and discretionary goodwill returns, customers are responsible for return postage unless otherwise agreed.

If a product is faulty, damaged or not as described, reasonable return costs will be covered where required by law.

Customers exercising statutory cancellation rights are not required to obtain our approval before returning eligible goods, provided they have clearly notified us of their cancellation.

Refunds

Returned products will normally be inspected upon receipt before any applicable refund is processed.

For discretionary goodwill returns, refunds will only be considered once the returned products have been received and inspected and found to meet the agreed return conditions.

For returns made under statutory cancellation rights, refunds will be processed without undue delay and within 14 days of receiving the returned products or evidence that they've been sent back, whichever is earlier.

Where no goods are required to be returned, the applicable statutory refund deadline is 14 days after we're informed of the cancellation.

Refunds for eligible cancellations will include the product price and any applicable standard outward delivery charge. Additional charges for premium delivery services will not normally be refunded.

For partial returns, original delivery charges will not normally be refunded unless required by law.

Refunds will be made to the original payment method unless otherwise agreed.

Any refund deductions will be made only where permitted by law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.

For assistance with a return or an order query, please contact support@fennelandginger.co.uk.