Returns / Refund / Cancel order policy

We aim to keep all our clients happy and operate a user friendly service in the event a client is not satisfied, our wants to change their mind, or makes a mistake whilst ordering. Below we aim to set out our policy clearly. These terms do not affect clients statutory rights.

Clients are welcome to return goods to us within 14 days if not 100% satisfied, however, we do request that clients email us on shop@fontepenedo.com before returning goods to advise the reason for return.

REFUNDS:
Under the Food Safety Act, we are not able to re-pack / re-sell returned goods that have had the seal opened or the bag carton cut / opened, for safety reasons. If the goods are in their original unopened condition we will provide a full refund of the purchase price. If the goods are returned opened but were damaged/faulty then we apologise for this and will refund the the full purchase price. If the goods are returned opened but are found to NOT to be damaged/faulty then we can not refund the purchase price.

In the case we have agreed with a client to refund a purchase / part of a purchase, we will refund using the method originally paid with. This refund will be issued within 5 working days after a refund has been agreed.

RETURNING COST:
Please note that we can only refund the postage costs for returning an item where; we sent you the wrong item, or the item is damaged or faulty. We will not refund postage for items found to be in good working order.

CANCELLATIONS:
Cients are welcome to cancel an order at any time prior to the goods being despatched, subject to our agreement in writing. If goods have been despatched, we reserve the right not to accept a cancellation and we may not refund a client. In some cases, we buy goods from third parties to fulfil a client’s specific order, so we may not be able to return the goods to the organisation we purchased from, if a client requests a cancellation.