Refund and Returns Policy

Overview

At NOTORIOUS SNACKS LIMITED, we take great pride in the quality and freshness of our pork scratchings. As we sell sealed food products online, our policy is designed to uphold your rights under UK consumer law (Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) while maintaining the highest food safety and hygiene standards.

This policy clearly outlines the very specific circumstances under which we can provide refunds or replacements.

1. Statutory Right to Cancel (Change of Mind)

The Sealed Food Exemption

For most items bought online, you have a legal right to a "cooling-off" period to return the goods if you simply change your mind. However, this right does not apply to our products.

Our Policy: Due to the nature of our sealed food products, we cannot accept returns or process a refund simply because you have changed your mind or no longer want the product. Once the package has left our control, we cannot guarantee the integrity and safety of the food, and therefore, it cannot be restocked or resold.

In summary, we do not offer refunds or exchanges for non-faulty products.

2. Faulty, Damaged, or Incorrect Goods (Your Legal Rights)

You are legally entitled to a full refund or a replacement if the goods you receive are faulty, damaged, or not as described—this is where your consumer rights are fully protected.

Criteria	Description	Resolution
Satisfactory Quality	The product is damaged, unsealed, mouldy, rancid, or contains a foreign object.	Full Refund or Replacement
Fit for Purpose	The product is not suitable for its intended, standard use (i.e., consumption).	Full Refund or Replacement
As Described	The product is the wrong flavour, incorrect weight, or significantly different from the description/images online.	Full Refund or Replacement

Time Limit for Faulty Goods

Under the Consumer Rights Act 2015, your short-term right to reject a faulty product and claim a full refund lasts for a time determined by how long it is reasonable to expect the food to last. For our sealed scratchings, this period will generally run until the Best Before Date, provided the product has been stored correctly by you.

3. How to Report an Issue (The Resolution Process)

If your order is faulty, damaged, or incorrect, you must follow these steps to claim your refund or replacement:

1. Contact Us Immediately: Email us at thenotoriouspigsnacks@gmail.com or call us as soon as you discover the fault, ideally within 24 hours of delivery for visible damage (like crushing or a broken seal).
2. Provide Details: Include your Order Number and a detailed description of the problem.
3. Provide Photographic Evidence: Since we cannot accept the physical return of food items for health reasons, you must provide clear photographic evidence of:
   • The fault or damage to the product.
   • The Best Before Date printed on the packaging.
   • The external shipping package (if the issue is transit damage).
4. Assessment: We will promptly review the evidence. If the fault is confirmed and legitimate, we will approve your claim.
5. Resolution: You will be offered the choice of either:
   • A Full Refund of the cost of the faulty items and the original standard delivery charge.
   • A Replacement of the faulty items, dispatched free of charge.

Note: We reserve the right to refuse a refund or replacement if satisfactory photographic evidence of the fault is not provided.

4. Late or Non-Delivery

We take full responsibility for ensuring your order reaches you safely.

• Standard Deadline: Unless a different delivery time was agreed upon, we must deliver the goods within 30 calendar days from the day after the order was placed.
• Cancellation for Delay: If we fail to deliver within the agreed time (or the 30-day default), you have the right to cancel the order immediately and receive a full refund.
• Lost Order: If your order is confirmed as lost by the courier, we will either dispatch a new replacement order or issue a full refund, including the original delivery cost.

5. Refunds Processing

• Processing Time: Once your claim is approved, we are legally required to process the refund within 14 days from the day we confirm you are entitled to it.
• Method: The refund will automatically be applied to your original method of payment (e.g., credit card, debit card, PayPal).
• Bank Processing: Please allow an additional 3–5 business days for the credit to appear in your bank account, as this depends on your bank's processing times.

6. Contact Information

If you have any questions or concerns about your order, please contact our team: