Refund policy
Last updated: 13 October 2026
We want your Jennings Plantry order to arrive in good condition. If something is wrong, please contact hello@jenningsplantry.co.uk with your order number and a description of the problem.
Faulty, damaged, incorrect or missing goods
Your goods must be of satisfactory quality, fit for purpose and as described. Your statutory rights apply to all products, including chilled, frozen and fresh food. Perishable status does not remove those rights.
If goods arrive faulty, damaged, spoiled, unsafe, incorrect or not as described, we will investigate and provide the refund, replacement or other remedy you are entitled to under consumer law. We cover reasonable return costs for faulty or incorrect goods. A credit or voucher will only replace a refund if you agree.
Please report delivery problems and missing items as soon as possible, ideally within 24 hours, and include photographs of the goods and packaging where possible. This helps us investigate, especially with food. The 24-hour request is not a condition of receiving a remedy and does not limit your statutory rights. Food's expected shelf life can affect the time available to exercise the short-term right to reject, so please contact us promptly.
Do not consume food that appears spoiled or potentially unsafe. Do not post perishable or unsafe goods back without contacting us for safe return or disposal instructions. Please provide evidence where reasonably available; we will not require you to keep unsafe food unnecessarily.
Chilled, frozen and fresh food
Goods that deteriorate or expire rapidly, including perishable chilled, frozen and fresh food, are excluded from the statutory change-of-mind cancellation right. This exclusion applies to changing your mind, not to faulty goods or delivery problems.
We use insulated packaging and ice packs to help protect temperature-sensitive products. Frozen goods may partially or fully defrost in transit. This is not a blanket exclusion from refunds: we assess any problem against the product description, condition on arrival and applicable consumer rights. Follow the product's storage instructions promptly after delivery. If you are concerned about its condition or safety, do not consume it and contact us.
Choosing Tracked 24, or a delay caused by Royal Mail, does not waive your statutory rights. Royal Mail's compensation rules and our courier claims process do not determine your rights against Jennings Plantry.
Receiving your parcel and delivery problems
Special Delivery Guaranteed Next Day requires a signature and cannot be left in a safe place. Someone must be available at the delivery address to receive it. Tracked 24 may offer Royal Mail safe-place options, but we recommend receiving perishable deliveries in person.
Please check your address at checkout and contact us promptly if it is incorrect. Missed deliveries, depot storage, delayed collection and unsuitable storage after receipt can affect food quality. We assess the circumstances of each case rather than automatically excluding all claims.
If a parcel is late, missing or marked delivered but not received, contact us so we can investigate with Royal Mail. Goods remain at our risk until they come into your physical possession, or that of a person you identify to receive them, as required by consumer law. Nothing in this policy excludes or limits your statutory rights.
See our delivery information for dispatch cut-offs, service prices and chilled/frozen packaging charges.
Changing your mind about eligible online purchases
For eligible non-perishable goods bought online, tell us within 14 days of receiving your order if you wish to cancel. You then have a further 14 days to return the goods. You may inspect goods as you would in a shop; we may deduct for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits.
Change-of-mind cancellation does not apply to goods that deteriorate or expire rapidly, or sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. This does not affect rights for faulty goods.
You pay the direct return postage for change-of-mind returns. Please contact us for return instructions and retain proof of postage; contacting us does not make your statutory cancellation right subject to our approval.
When you cancel an entire eligible online order under your statutory cancellation right, we also refund the standard outbound delivery cost. If you chose a premium service, we refund up to the standard delivery cost.
Our additional 30-day returns offer
In addition to your statutory rights, we accept change-of-mind returns of eligible non-perishable goods within 30 days of delivery if they are unused, unopened and in their original condition. Contact us to arrange these returns. Perishable goods are excluded from this additional offer. These conditions do not restrict statutory cancellation or faulty-goods rights.
For exchanges under this additional offer, you pay return postage and we send the agreed replacement without an additional delivery charge.
Refunds
Refunds are made to the original payment method unless you expressly agree otherwise. We aim to process refunds within 7 working days. For statutory cancellation, we refund without undue delay and within 14 days of receiving the goods back or, if earlier, receiving evidence that you sent them back. Where we arrange collection, the applicable statutory refund deadline applies. For faulty goods, refunds are made without undue delay and within 14 days of agreeing that you are entitled to a refund. Your bank or payment provider may take additional time to display it.
Contact and returns address
Jennings Plantry Ltd
Shop & registered office: Brickyard Farm, Ashford Road, High Halden, Kent TN26 3LJ
Company number: 16245754
VAT number: 485 1878 44
Email: hello@jenningsplantry.co.uk
Phone: 01233 365379 (local and supplier enquiries only; no phone orders)
