Refund policy
At Costack Spices we want you to enjoy every order. If something is not right, this policy sets out exactly where you stand.
1. Cancelling before your order is dispatched
You can cancel or amend your order at any time before it has been dispatched, at no charge.
To request a cancellation or amendment:
- Log in to your account at costack.uk
- Go to Order History
- Add a message stating your request
You can also email info@costack.uk with your order number. Using your account portal is quicker, because the request is logged and actioned automatically.
2. Changing your mind after delivery: your 14-day right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day your order arrives to cancel, and you do not have to give a reason.
Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.
To qualify, items must be:
- Unopened, with any seal intact
- In their original packaging
- In resaleable condition
Return postage for a change of mind is paid by you. We will refund the basic outbound delivery charge you paid, as the Regulations require. If you chose a more expensive delivery option than our standard service, we refund the standard rate.
To start a return, email info@costack.uk with your order number.
3. Food products and the hygiene exemption
Sealed food products that have been opened are exempt from the 14-day cancellation right on health and hygiene grounds, as the Regulations permit. In plain terms: once the seal on a seasoning is broken we cannot accept it back, unless there is something wrong with it.
Unopened seasonings are still covered by section 2 above.
4. Damaged, incorrect or unfit items
If your order arrives damaged, you have received the wrong item, or a product is not fit to eat, contact us at info@costack.uk with:
- Your order number
- A description of the problem
- A photograph where possible
Please tell us as soon as you reasonably can, so that we can trace the batch and the delivery. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund, and that right applies whatever else this policy says.
We will arrange a replacement or a refund. You will not pay return postage on a faulty, damaged or incorrect item.
5. How refunds are processed
Approved refunds are issued to your original payment method within 5 to 10 business days, counted from the day we receive the returned goods, or from the day we agree the refund where no return is needed.
Refunds can only be made to the original payment method. You will receive an email confirmation once your refund has been issued.
6. Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where this policy and the law differ, the law applies.
7. Contact
Email: info@costack.uk
Website: www.costack.uk
Costack UK Ltd, registered in England.