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ONLINE RETURNS POLICY

What is your returns policy?

As our products are perishable products, you are not entitled to the "normal" right to return goods within 14 days after the day you receive them, simply if you change your mind.

Can I cancel an order once placed?

The right to cancel an order applies if the order is cancelled prior to you receiving a Dispatch Confirmation.

How do I cancel the Cake Club Service?

Right to cancel the Cake Club service applies if you notify us by midnight on the last working day of the month for the next month's order (see "How to contact us" below). We agree to cancel your order and will not charge you for it. You will need to tell us whether you just want to cancel your next order(s) or your whole subscription with us.

Do I have a right of return and refund if the Product is defective or not as described?

As a consumer you have legal rights in relation to Products that are defective or not as described. If the Products we deliver to you are defective or are not as described on our Website, you should contact us and report such defect or misdescription within 24 hours from delivery of the Products and we ask that you send us a photograph as evidence of the defective or misdescribed Product. Claims outside this period may not be considered.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience, again we ask this is reported within 24 hours.

We will review each case individually; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay of resolving your issue. You can contact us emailing us on hello@positivekitchen.co.uk.

Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

What if I have a problem with my product?

We take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us via email at hello@positivekitchen.co.uk within 24 hours of taking delivery.

Please provide details of the issue, include the batch number, best before date and product code and where possible attach pictures to your message.

ONLINE REFUNDS

All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return. Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show into your account.

COMPLAINTS

If you are not satisfied with the way in which we have handled an issue, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at hello@positivekitchen.co.uk.

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

How to contact us

If you wish to cancel a Contract and/or return a Product to us for any of the reasons set out above, you just need to let us know within the applicable timeframe. The easiest way to do this is by email. Please email us at hello@positivekitchen.co.uk.

If you are emailing us please include details of your order to help us to identify it, you should include the product code, best before date and batch number (and photographic evidence if applicable).

If you send us your cancellation notice by email, then your cancellation is effective from the date you send us the email.

 
 
 
 
 
 

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