Refund & Returns Policy

Last updated: 12 October 2026

Quick summary

• Damaged or wrong items: full refund or replacement, always.
• Non-perishable items (crafts, dried goods, flour, drinks): 14-day cancellation right.
• Fresh produce: exempt from 14-day right as perishable, but refundable if quality is poor on arrival.

1. Faulty, damaged or wrong items

Full refund or replacement under the UK Consumer Rights Act 2015. Email support@agrenes.co.uk within 24 hours of delivery for fresh produce, within 30 days for non-perishable. Include order number and clear photos. We respond within 1 working day.

2. 14-day cancellation right (non-perishable only)

Under UK Consumer Contracts Regulations 2013 you may cancel non-perishable items within 14 days of delivery without reason. Applies to: African crafts, dried goods (flour, grains, pulses, dried spices), shelf-stable drinks. Items must be returned unused and in original packaging. Return shipping at your cost unless faulty.

3. Fresh produce (exempt from 14-day right)

Under Regulation 28(1)(d) of UK Consumer Contracts Regulations 2013, perishable goods are exempt from the 14-day cancellation right. This covers fresh fruit, vegetables, prepared boxes with fresh produce, and other quickly-spoiling items. This does NOT affect your rights if fresh produce arrives damaged, spoiled or of unsatisfactory quality — those remain refundable under point 1.

4. How refunds are processed

Approved refunds go back to your original payment method within 14 days. For 14-day cancellation this starts when we receive the returned item; for a quality issue, when we approve the refund.

5. Non-returnable items

• Items opened, used or consumed (unless faulty)
• Fresh produce beyond its freshness window (unless the issue was present on delivery)

6. Contact

All refund and return enquiries: support@agrenes.co.uk — include your order number.