Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to action a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Tin Can's
It is important to note that dents or damage to metal tins, cans, or cardboard outer packaging may occur during the transit process. Regrettably, we are unable to provide refunds or compensation for such instances, unless the seal has been broken. 

Crisps
In light of the inherent characteristics of crisps during their journey through the delivery network, we regret to inform you that we can only accommodate claims for crisps in cases where the packaging seal has been compromised. Regrettably, we are unable to process claims for crisps that have broken within the packaging.


Perishable goods:
We cannot accept any returns on perishable items due to Health & Safety laws.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Cancelling an Order

We understand that sometimes plans change and you may need to cancel your order. If you wish to cancel your order, please contact us as soon as possible. Orders can only be cancelled prior to dispatch. Once your order has been processed and dispatched, it cannot be cancelled or amended. Please read the following terms carefully regarding order cancellations:

Refunds and Card Processing Fees

Please note that when an order is cancelled and refunded, we are unable to recover the payment processing fees charged to us by our card payment provider. As such, all cancelled or retuned orders will incur a non-refundable processing fee.

This fee is:

  • 2.5% of the total order value, plus

  • £0.30 (30p) fixed transaction charge

These charges are not retained by us, but are passed on by the card processor at the time of payment. They serve as compensation for the losses incurred due to the cancellation.

Example

If your order total was £50 and you cancel before dispatch:

  • Processing fee: £1.25 (2.5% of £50) + £0.30 = £1.55

  • Refund issued: £48.45

Important Notes

  • By placing an order, you agree to these cancellation terms.

  • We recommend contacting us promptly if you need to cancel, to minimise delays and ensure the order hasn’t already been dispatched.

If you have any questions about this policy, feel free to get in touch with our customer service team.

To start a return, please contact us at info@british-grocery.com. 

RETURNS ADDRESS:

Customer Returns
Zivachy Ltd
Enterprise House
Win Business Park
Canal Quay
Newry,
United Kingdom,
BT35 6PH


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.


If more than 15 business days have passed since we’ve approved your return, please contact us at info@british-grocery.com.