Refund policy
Delivery
Unless otherwise agreed with you, we will deliver all products as close to the delivery date requested by you as reasonably possible. We use an overnight courier for delivery to most of the UK. To some parts of Scotland and offshore islands, delivery can take longer.
Since most of our products are perishable it is always best if someone is available to receive and sign for the delivery, however, you can arrange for the couriers to leave the goods without a signature.
If delivery is delayed then we or our courier company will contact you to let you know and we will attempt to minimise the effect of the delay. Provided we do this and the delay is caused by an event outside of our control we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
The product will be your responsibility from the time we deliver the product to the address you gave us or in accordance with the alternative delivery instruction you gave us or from the time when you collect it from us. You own the product once we have accepted your order and received payment in full.
In the case of the ‘Cheese of the Month’ subscription it is your responsibility to notify us should your preferred delivery date or address change.
Your Rights
If you are a consumer, we are under a legal duty to supply products that are in conformity with the contract. Additionally, for some products bought online or over the telephone, you have a legal right to change your mind and cancel the contract within 14 days of delivery of the product. However, you do not have a right to change your mind in certain situations, for example, where the contract is for:
perishable goods (this will include all cheese products); or
a Neal’s Yard Dairy Cheese Class which has been booked for a specific date.
Where you have a right to cancel a contract and you wish to do so, you simply need to let us know that you have decided to cancel. The easiest way to do this is to contact us by telephone on +44 (0)20 7500 7520 or by email.
If you cancel your Contract we will:
refund you the price you paid for the products. However, we may reduce your refund to reflect any reduction in the value of the products caused by your mishandling of them.
refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the product we may refund you in vouchers.
In the case of the ‘Cheese of the Month’ subscription, you may change your mind and cancel the contract providing you notify us of your intention to do so (in the manner described above) within 14 days of receiving your first ‘Cheese of the Month’ delivery. However, we cannot accept returns of the first Cheese of the Month selection and your refund will be proportionally reduced and will not include the cost of that first delivery.