Return, Refund & Delivery Policy
1. General Overview
We aim to deliver all orders in good condition and within the estimated timeframe.
Due to the nature of our products, perishable items are subject to strict handling policies.

2. Delivery Policy
2.1 Customer Responsibilities
Customers must ensure:
* Accurate delivery address
* Correct contact details
* Availability to receive the order
* Any access instructions are provided (e.g. gate codes)
Failure to do so may result in:
* Failed delivery
* Additional charges for redelivery
* Spoilage of perishable items

2.2 Missed or Failed Deliveries
If delivery cannot be completed due to:
* Incorrect address
* No response from recipient
* Missing access details
Then:
* Redelivery may incur additional charges
* Refunds are not guaranteed
* Gaines Foods is not liable for spoilage

2.3 Delivery Delays
Delays may occur due to:
* Courier issues
* Weather or unforeseen circumstances
In such cases, we will:
* Notify you promptly
* Work towards a fair resolution where applicable

3. Returns Policy
3.1 Perishable Goods
Due to food safety regulations:
* Perishable items (e.g. meat, fresh produce) cannot be returned once delivered
Exceptions apply only if:
* Items arrive damaged, spoiled, or incorrect

3.2 Non-Perishable Goods
Items may be returned if:
* Unused and unopened
* Return requested within 7 days of delivery
Customers are responsible for:
* Return shipping costs
* Secure packaging

4. Refund Policy
4.1 Eligible Refunds
Refunds may be issued if:
* Items are damaged or spoiled on arrival
* Incorrect items were delivered
* Delivery failed due to our error

4.2 Non-Eligible Refunds
Refunds will not be issued if:
* Incorrect delivery details were provided
* Delivery was missed by the customer
* Access to the property was not possible

4.3 Refund Process
* Claims must be made within 24 hours (perishable items)
* Evidence may be required (photos, description)
* Approved refunds processed within 3–5 business days

5. Exchanges
We may offer exchanges where:
* Items are defective
* Wrong items were delivered

6. Important Notice (Perishable Goods)
Customers must ensure availability to receive deliveries.
Gaines Foods is not responsible for spoilage caused by missed or failed deliveries due to customer-related issues.

7. Contact Us
* Email: customercare@gainesfoods.co.uk
* Phone/WhatsApp: +44 7516 646669