Returns & Refunds

Overview

Because our products are food items, returns are limited for safety and hygiene reasons.

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

As food products cannot be resold once returned, we ask customers to ensure they are happy with their selection before placing an order.

Eligibility for Returns

Due to the nature of our products (food/snacks), we are unable to accept returns or exchanges for:

  • Change of mind (if the product has been opened)
  • Incorrect ordering (if the product has been opened)
  • Taste preference
  • Opened or used products

Taste is subjective. Refunds or replacements cannot be provided if you simply do not enjoy the flavour of a product.

For food safety and hygiene reasons, sealed food products that have been opened cannot be returned.

Product descriptions aim to accurately describe flavour, ingredients, and product characteristics so customers can make informed choices before purchasing.

Discounted Items / Short Shelf Life

From time to time, products may be offered at a discounted price due to a shorter remaining shelf life.

All discounted items sold for this reason are final sale and cannot be returned or refunded unless the product is damaged, incorrect, or faulty upon arrival.

The remaining shelf life will be clearly indicated at the time of purchase where applicable.

Exchanges

We do not offer exchanges for our products due to food safety considerations.

If a replacement is appropriate (for example, for a damaged product), we will arrange this as part of the returns process.

Damaged, Incorrect, or Faulty Items

If your order arrives damaged, incorrect, or faulty, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please email us at orders@kula54.com with:

  • Your order number
  • A description of the issue
  • Clear photos of: the product(s), packaging, and outer parcel (if damaged).

We may request additional information if required.

Returns Process

If your return request is approved:

  • We will confirm return instructions via email.
  • If a return is required, items must be sent back within 14 days of approval.
  • Items must be securely packed to prevent further damage.

If no return is required (for example, if damage is verified by photos), we will advise accordingly and process your refund or replacement.

Return Shipping Costs

If you are returning an item due to a change of mind and the product remains sealed and unused, you are responsible for the cost of return postage.

(We strongly recommend using a tracked service, particularly for orders over £20. We cannot guarantee receipt of returns sent without tracking.)

If a product is damaged, faulty, or incorrect, we will cover the cost of return postage or arrange a replacement, where appropriate.

Refunds

Once your return (or evidence) is received and approved:

  • You will receive email confirmation once your refund is processed.
  • Refunds will be processed to your original payment method.

Please allow up to 7 working days for the refund to appear in your account, depending on your bank or card provider.

Contact

For any questions or to report a damaged, incorrect, or faulty item, please contact: orders@kula54.com