Refund policy

For the purpose of this Returns and Refunds Policy, you are considered an Alfreshco Trade Customer if we have verbally approved you as a reseller, hold your company name and address on file and you see a clear trade message on the homepage when logged in to your account. If you do not have a prior verbal reseller agreement, we do not hold your company details and you do not see the trade message on the homepage when logged in to your account, you are considered a Direct to Consumer Customer.

Returns and Refunds Policy for Alfreshco Direct to Consumer Customers

Scope of Operation

Alfreshco only operates and ships to addresses within the United Kingdom. Orders placed for delivery outside of the United Kingdom will be refunded.

Return Conditions

By requesting to return an item that is not defective, damaged or sent in error, your items must meet the following requirements:

  • The items must be unused with all tags, labels or caps still attached.
  • A request to return must be made within 14 days of the item being delivered.
  • The return request must be accepted by Alfreshco before the item is sent back.
  • The returned item must be received by Alfreshco within 14 days of the return request being approved.

We recommend using a recorded delivery service for your return. The customer is responsible for the success of the return delivery.

Return Acknowledgements

By requesting to return an item that is not defective, damaged or sent in error, you acknowledge and accept the following:

  • A restocking fee of 10% per item (minimum £5.00) will be applied.
  • Return shipping costs are your responsibility and will not be reimbursed by Alfreshco.

Cancellation Costs

If your order has already been dispatched, and you refuse delivery or there are the maximum amount of failed delivery attempts the following applies:

  • A restocking fee of 10% per item (minimum £5.00) will be applied.
  • No returns will be accepted after 14 days from the date of the first delivery attempt.

How to Request a Return

To initiate a return, you may either log in to your Alfreshco account using the email address used to place the order and submit a return request by viewing the relevant order within your account, or contact us by email at support@alfresh.co.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and notify us immediately if an item is damaged, defective or sent in error. Any missing or damaged parcel must be reported within 48 hours of its expected delivery date. We will assess the issue and, if confirmed, offer a suitable resolution which may include a replacement, refund or exchange. Photographic evidence of the issue will be required. You can contact us via our support page or by emailing support@alfresh.co.

Exchanges

If you wish to exchange an item, the fastest method is to return the original product under the returns policy and place a new order for the replacement. Once the return is received and approved, a refund will be processed for the original item.

Refund Process

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process and post the refund.

Late or Missing Refunds

If more than 15 working weekdays have passed since your refund was approved and you have not received it, please contact us via our support page or by emailing support@alfresh.co.

Return Address

All returned items must be sent to:

Alfreshco

Station Works

Old North Road

Bourn

Cambridge

CB23 2TZ

United Kingdom

Returns and Refunds Policy for Alfreshco Trade Customers

Return Eligibility

Alfreshco does not accept returns unless the products are damaged, defective or sent in error. By placing an order as a trade customer, you acknowledge and agree that all sales are final and that we are under no obligation to accept returns for reasons such as overstock, buyer error or change of mind.

Cancellation

Orders may be canceled without penalty before the picking process begins. Cancellations made after the order has entered the picking stage will incur the following:

  • A restocking fee of 10% per item (minimum £5.00) will be applied.

Damaged, Defective or Incorrect Items

In the event that products are found to be damaged, defective or sent in error, please notify us within 48 hours of receipt. Upon verification, we will either provide a replacement with your next order or issue a credit note for the items value.

Conditions for Replacement

To qualify for replacement or credit, any claims for damaged, defective or sent in error products must be made within 48 hours upon receipt and include supporting documentation (such as photographs or descriptions of the issue). We reserve the right to review and approve such claims at our discretion.