Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Our 30‑day return policy applies to eligible items. Due to food safety regulations, our food products can only be returned if they arrive damaged, defective, or incorrect.

To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please email us at returns@merchantsfoods.com. If your return is accepted, we’ll send you a link to download and print a free return shipping label. Returns will need to be sent to the following address: The Coach House, Martley, WR6 6QB.

Please note, items sent back to us without first requesting a return will not be accepted.

1. Damages and Issues

Please inspect your order as soon as it arrives. If any item is defective, damaged, or incorrect, contact us immediately so we can assess the problem and resolve it promptly.

2. Exceptions / Non‑Returnable Items

Merchants’ food products and can only be returned if they arrive damaged, defective, or incorrect. For food safety reasons, we cannot accept returns of opened or used items.

If your order arrives in an unsatisfactory condition, please email us at returns@merchantsfoods.com within 30 days of receipt, including a photo of the item, and we will make it right.

Gift cards are non‑returnable.

3. Exchanges

If you would like a different item, the quickest method is to return the original product. Once your return is accepted, you can place a new order for the item you want.

4. 14‑Day Cooling‑Off Period (UK & EU Orders)

If your order is shipped to the UK or the European Union, you have the right to cancel or return it within 14 days for any reason. To qualify, the item must be in the same condition in which it was received; unopened, unused, and in its original packaging. Proof of purchase is required.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 5 days. Please note that your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at returns@merchantsfoods.com