Returns & Refunds Policy
Last updated: September 2026
At Brindisa, we want you to be happy with every order. Because we sell both chilled food (such as fresh cheese, some charcuterie, some tinned fish, and other chilled products) and ambient goods (such as some tinned fish, some charcuterie, some cheeses, oils, rice, and pantry items), our returns policy is split into two parts below. Please check which category your item falls into before requesting a return.
This policy sits alongside, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Ambient Goods
This covers ambient, shelf-stable products — for example some tinned fish, some charcuterie, some cheeses, oils, vinegars, rice, pulses, jars, and other pantry items.
Change of mind
You may return ambient items within 14 days of delivery, starting from the day after you receive your order, for a full refund, provided that:
- the item is unused, unopened, and in its original packaging;
- any hygiene or security seal has not been broken;
- you have proof of purchase (order confirmation or receipt).
If you are returning an ambient item because you have changed your mind, you are responsible for the cost of returning the item to us.
To start a return, contact our Customer Experience team (details below) and we'll confirm the next steps. We'll aim to process approved refunds within 5–7 working days of receiving the returned item.
Faulty, damaged, or incorrect items
If an ambient item arrives damaged, faulty, or different from what you ordered, we'd love to hear from you within 7 days from delivery — this is the quickest way for us to sort out a straightforward refund or free replacement, and we'll just ask for a photo of the issue.
If more than 7 days have passed, please still get in touch. Under the Consumer Rights Act 2015, you have a short-term right to reject faulty, damaged, or not-as-described goods for a full refund within 30 days of delivery, and further rights to a repair, replacement, or refund beyond that. Reporting sooner simply makes it easier for us to resolve things quickly.
If the item is faulty, damaged, or incorrect, we'll cover the cost of returning the item to us.
Please note that minor cosmetic dents to tins that are not creased and do not affect the quality or safety of the product are not considered damage. However, if a tin is more severely dented, we will assess it on a case-by-case basis.
2. Chilled Goods
This covers all fresh, chilled, frozen, or short-shelf-life products — for example fresh cheese, some cheeses, some charcuterie, some tinned fish, and any item marked "keep refrigerated" or with a "use by" date.
Change of mind
In line with standard practice across the food retail industry, and as permitted under the Consumer Contracts Regulations, we cannot accept change-of-mind returns on chilled goods once they have been delivered.
This is for food safety and hygiene reasons — once chilled food has left our premises, we can't guarantee the conditions it's been kept in, so it can't be resold or safely returned.
Faulty, damaged, or not as described
If your chilled item arrives:
- damaged in transit (please note that minor cosmetic dents to tins that are not creased and do not affect the quality or safety of the product are not considered damage. However, if a tin is more severely dented, we will assess it on a case-by-case basis),
- spoiled, or not of satisfactory quality,
- past its "use by" date on arrival, or
- not what you ordered,
please contact us as soon as possible, ideally within 48 hours of delivery.
Because these items are chilled, please don't send anything back to us — we'll simply ask for:
- a clear photo of the item and any relevant packaging/label, and
- your order number.
Once verified, we'll issue a full refund or, if possible, send a free replacement. There's no need to keep the item chilled or wait for a collection.
We'll cover the cost of resolving the issue where a chilled item is faulty, damaged, or incorrect.
Why report quickly?
With chilled food, a prompt report — ideally with a photo — is the clearest evidence that something was wrong with the product at the point of delivery, rather than a result of how it was stored afterwards. Reporting within 48 hours gives you the fastest, most straightforward resolution.
This guidance doesn't limit your statutory rights. Under the Consumer Rights Act 2015, you still have a short-term right to reject faulty or not-as-described goods within 30 days of delivery, and further rights beyond that period. If you're outside the 48-hour window, please still get in touch — we'll review the claim on its merits, though it may be harder for us to establish that a fault was present at delivery the longer the gap.
3. How to Report an Issue
- Contact our Customer Experience team at webcontact@brindisa.com or 0208 772 1600, quoting your order number.
- For chilled items, attach a photo taken as soon as you notice the issue.
- We'll confirm receipt within 2 business days and let you know the outcome — usually a refund or replacement.
4. Refunds
- Refunds are issued to your original payment method.
- Please allow 5–7 working days for the refund to appear in your account after approval, depending on your bank or card provider.
5. Exceptions
- Items marked as final sale cannot be returned unless faulty.
- Gift cards are non-refundable.
- This policy applies to orders placed directly through Brindisa.com. If you ordered via a third-party marketplace, please refer to that platform's returns process.
6. Your Statutory Rights
Nothing in this policy affects your legal rights as a consumer, including your right to a refund or replacement for goods that are faulty, not as described, or not of satisfactory quality under the Consumer Rights Act 2015.
Questions? Contact our Customer Care team at webcontact@brindisa.com or 0208 772 1600, Monday to Friday 9am until 5pm.