Returns and Refunds Policy


White Peak Living - Returns and Refunds Policy

1. Returns Policy:

  • General Returns: We want you to be satisfied with your purchase from White Peak Living. If you are not completely happy with your non-perishable item, you may return it within 14 days of the purchase date for a full refund.

  • Perishable Items: Due to the nature of our farm-fresh perishable products, we do not accept returns. However, if you receive a damaged or defective perishable item, please contact us within 48 hours of receiving the product, and we will work to resolve the issue.

2. Refunds:

  • Non-Perishable Items: Refunds for non-perishable items will be processed within 7 business days of receiving the returned product.

  • Perishable Items: In the case of damaged or defective perishable items, we may offer a replacement or issue a refund, depending on the circumstances.

3. Subscription Refunds:

  • Subscription Cancellation: All of our plans have a minimum 4 payment cycle.


    When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.

    • Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
    • Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it in line with our policy
    • If you want to cancel or change your subscription, you can do it at any time via the account policy. Your order confirmation emails have links to your order. You can manage your subscription from there. 
    • Minimum commitment: hay subscriptions run for a minimum of 4 successfully dispatched deliveries. The subscription discount is offered on the basis of that commitment.
    • 14 day cooling off period: if you are a UK consumer, you may cancel within 14 days of placing your first order and receive a refund, in line with the Consumer Contracts Regulations 2013. No cancellation fee applies during this period. Where hay has already been dispatched, we may deduct the cost of goods used or not returned in a resaleable condition.
    • Cancelling after the cooling off period: you can cancel at any time once you have received 4 successful dispatches. Cancellation requests must reach us at least 14 days before your next scheduled shipping date. Requests received inside that 15 day window take effect after the next order has been dispatched.
    • Early cancellation: cancelling after the cooling off period but before 4 successful dispatches incurs a one off cancellation fee of £14.99. This covers the subscription discount already applied to previous orders and the administration involved in closing the subscription early.
    • How to cancel: contact us or manage your subscription from your customer account.

     

     

  • Refunds for Prepaid Subscriptions: If you have prepaid for a subscription and wish to cancel before the end of the prepaid period, a prorated refund may be issued for the unused portion, minus the discount applied over the plan period.

4. Return Process:

  • To initiate a return, please contact our customer support with your order number, clear images, and details about the item you would like to return.

  • If a return is approved, you will be provided with instructions on how to return the item.

  • Please pack the item securely and ship it to the address provided by our customer support.

5. Contact Information:

  • For any questions or concerns regarding our Returns and Refunds Policy, please contact our customer support.

6. Changes to the Returns and Refunds Policy:

  • We reserve the right to update or modify this Returns and Refunds Policy at any time without prior notice. Changes will be effective upon posting to the website.

Thank you for shopping with White Peak Living!