At Lily Spencer’s we want you to be completely happy with your food and grocery order. Because we sell fresh and perishable food, our returns policy differs slightly from standard retail goods, in compliance with UK consumer law.

1. Perishable Goods & Change of Mind

• No Change-of-Mind Returns: Under the Consumer Contracts Regulations 2013, the standard 14-day "cooling-off" period does not apply to perishable items, fresh food, dairy, meat, or items with a short shelf-life.

• Once your order of fresh or perishable food has been delivered, we cannot accept returns or issue refunds if you simply change your mind, ordered the wrong item by mistake, or no longer want the food.

2. Damaged, Defective, or Incorrect Items

Your statutory rights are protected under the Consumer Rights Act 2015. If an item you receive is: 

• Damaged or spoiled upon arrival

• Defective or out of date at the time of delivery

• Not as described on our website

• Missing from your delivery

...you are entitled to a full refund or a replacement.

3. How to Report an Issue

• You must notify us within 24 hours of receiving your delivery if there is a problem with any perishable item, and within 14 days for non-perishable/ambient grocery items.

• To report a spoiled, damaged, or incorrect item, please contact our customer support team at [email protected] or via your account portal. Please include your order number and a photo of the damaged or defective product.

4. Refund Processing

• Approval & Method: Once we verify your claim (e.g., via photo evidence), we will approve your refund or arrange a re-delivery of the item.

• Timelines: Approved refunds are processed back to your original payment method within 5 to 10 business days.

• Delivery Charges: If an entire order is canceled or refunded due to our error or damaged goods, your standard delivery fee will be refunded in full.