Refund policy

Refund & Returns Policy

We want you to be happy with your order. If there is a problem with your purchase, please contact us within 48 hours so that we can investigate and put things right.

1. Food Products

Due to the nature of food products, we generally cannot accept returns of food items once they have been delivered, particularly where the products are perishable or require refrigeration.

However, you may be entitled to a refund or replacement if:

  • Your order arrives damaged.

  • You receive the wrong product.

  • An item is missing from your order.

  • The product is faulty, spoiled or otherwise not fit for consumption.

  • The product does not match the description provided on our website.

If you believe there is a problem with a food item, please contact us at Info@ElephantCashAndCarry.com as soon as possible after delivery and provide details of the issue. We may ask for photographs of the product, packaging or delivery.

2. Damaged or Spoiled Products

If your food arrives damaged, spoiled or in a condition that makes it unsuitable for consumption, please contact us promptly.

Depending on the circumstances, we may offer:

  • A replacement product;

  • A full or partial refund; or

  • Another appropriate resolution.

For food-safety reasons, please do not consume any product that you believe is spoiled, contaminated or otherwise unsafe.

3. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible after reciving your order within 48 hours on Info@ElephantCashAndCarry.com or Call us on 01183045260 within our Business hours Monday to Firday 9 am to 4 pm

Where appropriate, we may arrange for the correct item to be delivered or issue a refund for the missing or incorrect item.

4. Delivery Issues

Customers are responsible for providing accurate delivery information when placing an order.

If an order cannot be delivered because incorrect or incomplete information was provided, or because nobody is available to receive the order where this is required, we may not be able to provide a refund.

Where an order is delayed, lost or damaged during delivery, please contact us so that we can investigate the matter with the delivery provider where applicable.

5. Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible.

Because many food orders are prepared or dispatched quickly, we may not be able to cancel an order once preparation or dispatch has begun.

Where an order has not yet been prepared or dispatched, we will normally provide a full refund.

6. Non-Food and Non-Perishable Products

Where we sell non-food or non-perishable products, customers may have cancellation and return rights under applicable UK consumer law.

Where applicable, Returns are only accepted if items are unused, upopened and in its original packaging. 

This does not affect your statutory rights.

7. Refunds

Once we have approved a refund, the refund will normally be made using the original payment method.

Refund processing times may vary depending on your payment provider or bank.

If only part of an order is affected, we may issue a partial refund for the affected item or items rather than refunding the entire order.

8. How to Request a Refund

To request a refund or report a problem with your order, please contact us with:

  • Your order number;

  • Your name;

  • Details of the problem;

  • The product(s) affected; and

  • Photographs where relevant.

Please contact us at Info@ElephantCashAndCarry.com

9. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. Where you have a legal right to a refund, replacement or other remedy, this policy does not limit those rights.

We reserve the right to investigate refund requests to ensure that they comply with this policy and applicable law.