Refunds and Returns
Refund and returns policy
We want every Ofoodi order to arrive correctly and in good condition. This policy explains how cancellations, returns, replacements and refunds work for online purchases. It does not affect your statutory rights.
Faulty, damaged, incorrect or misdescribed items
If an item is faulty, damaged, not as described or different from what you ordered, contact us as soon as possible. Please include your order number and, where helpful, photographs of the item and packaging. We will review the problem and arrange an appropriate refund, replacement or other remedy in line with UK consumer law. This applies to sale items as well as full-price items.
Changing your mind about non-perishable goods
For eligible non-perishable goods bought online, tell us within 14 days of receiving the goods if you wish to cancel. You then have a further 14 days to return them. You may inspect an item as you would in a shop, but we may reduce a refund if handling has diminished its value. Unless the item is faulty, damaged or incorrect, you are responsible for the return postage.
When a statutory cancellation applies, we will refund the item price and the cost of our standard delivery option. Any additional amount paid for an enhanced delivery service is not refundable unless the delivery itself was faulty.
Food, hygiene and other excluded items
Change-of-mind cancellation does not normally apply to goods that deteriorate or expire rapidly, including fresh, chilled and frozen food. It also does not normally apply to sealed health or hygiene goods once unsealed, personalised goods, gift cards or other legally excluded items. These exclusions do not limit your rights where goods are faulty, damaged, incorrect or not as described.
How to request a return or refund
- Email hello@ofoodiuk.com or call 07415 371133.
- Provide your order number, the affected item and the reason for contacting us.
- Wait for return instructions before sending or bringing an item back. Please do not send perishable goods without speaking to us first.
Customer store and collection point: The Burslem Superstore, 2–4 Moorland Road, Burslem, Stoke-on-Trent, ST6 3EG.
Refund timing
Approved refunds are returned to the original payment method. For eligible returned goods, we will issue the refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that they have been sent back. Your bank or card provider may take additional time to display the credit.
Cancellation form
You do not have to use this wording, but you may send the following information by email: “To Ofoodi Limited: I give notice that I cancel my contract for the sale of [goods], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].”
Last updated: 29 July 2026.
