Refund policy
Return and Refund Policy
Last updated: 3 September 2026
At Heapwell Superfoods, we want you to be completely satisfied with your purchase. If there is a problem with your order or you would like to arrange a return, please contact us at info@heapwell.co.uk and we will be happy to help.
30-Day Return Policy
We offer a 30-day return policy, meaning you may request a return within 30 days of receiving your order.
For a change-of-mind return, the product should be unused, unopened and, where applicable, sealed and in its original packaging. You will also need your order number, receipt or other proof of purchase.
Please contact us at info@heapwell.co.uk before sending a return so that we can provide the appropriate return instructions.
Please do not return products to the manufacturer.
Your Right to Cancel an Online Order
If you are a UK consumer purchasing online, you generally have the right to cancel an eligible order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving the goods. Once you have notified us, you have a further 14 days to return the goods.
Our voluntary 30-day return policy is in addition to, and does not replace, your statutory consumer rights.
Food and Matcha Products
Because many of our products are food and drink products, special return conditions may apply.
Under our voluntary 30-day return policy, food products, including matcha and tea, should normally be unused, unopened, sealed and in their original packaging to qualify for a change-of-mind return.
Certain products may also be excluded from statutory change-of-mind cancellation rights where an applicable legal exception applies, including goods that are liable to deteriorate or expire rapidly and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Where such an exception applies, we may be unable to accept a change-of-mind return after the product has been opened or unsealed.
This does not affect your rights if a product is faulty, damaged, defective, contaminated, incorrect or not as described.
Damaged, Faulty or Incorrect Items
Please inspect your order after delivery and contact us as soon as possible if an item is damaged, defective, incorrect or otherwise not as described.
Email us at info@heapwell.co.uk with your order number and details of the problem. Photographs may help us resolve the issue more quickly where appropriate.
If the item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement, refund or other suitable resolution.
Where we require a faulty, damaged or incorrect product to be returned, Heapwell Superfoods will cover the reasonable cost of the return or provide return arrangements.
Sale and Discounted Items
Products purchased during a sale or promotion are covered by the same statutory consumer rights as products purchased at full price.
Eligible sale items may also be returned under our 30-day return policy, subject to the conditions set out above.
How to Return an Item
Please contact info@heapwell.co.uk before returning your order so that we can confirm the return instructions.
Unless we advise you otherwise, returns should be sent to:
Heapwell Superfoods LTD
33 James Bedford Close
Pinner
HA5 3TD
United Kingdom
Please package returned items securely.
For change-of-mind returns, you are responsible for the cost of returning the goods to us unless we agree otherwise.
We recommend using a tracked postal or courier service, particularly for higher-value returns, as you are responsible for the returned goods until they reach us.
Return Shipping Costs
For an eligible change-of-mind return, the customer is normally responsible for the cost of returning the goods.
If you cancel your entire eligible online order within the statutory cancellation period, we will also refund the cost of our standard delivery service where required by law.
If you chose a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
If the return is because an item is faulty, damaged, incorrect or not as described, we will cover the reasonable return costs where a return is required.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
Approved refunds will be made to your original payment method.
We aim to process approved refunds as quickly as possible and normally within 7 days. Where statutory cancellation rights apply, we will issue the refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back if that occurs earlier.
Please remember that your bank, card issuer or payment provider may take additional time to process and display the refund after we have issued it.
If more than 14 days have passed since we confirmed that a refund was issued and you still cannot see it, please contact us at info@heapwell.co.uk.
Reduced Refunds for Returned Goods
Where permitted by law, we may reduce a refund to reflect any reduction in the value of goods caused by handling beyond what is reasonably necessary to inspect them.
This does not affect your rights in relation to faulty, damaged, incorrect or misdescribed goods.
Exchanges and Replacements
If you have received a faulty, damaged or incorrect product and would like a replacement, please contact us at info@heapwell.co.uk.
We will advise you whether the original item needs to be returned and provide return instructions where necessary.
For ordinary change-of-mind exchanges, we may ask you to return the original product and place a new order for the replacement item.
Gifts
If an order was purchased as a gift, any monetary refund will normally be returned to the original payment method used to place the order.
Please contact us if you have received a gift and need assistance with a return, and we will advise you of the available options.
International Orders
For customers outside the United Kingdom, additional or different mandatory consumer rights may apply depending on the country in which you live.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.
Unless the product is faulty, damaged, incorrect or not as described, customers are normally responsible for the cost of returning an international order.
Contact Us
For questions about returns, refunds, damaged products or cancellations, please contact:
Heapwell Superfoods LTD
Email: info@heapwell.co.uk
33 James Bedford Close
Pinner
HA5 3TD
United Kingdom
Statutory Rights
Nothing in this Return and Refund Policy affects your statutory consumer rights.