Effective Date: 16 April 2025

At Stephsam Ventures (“we,” “us,” “our”), we strive to ensure you are satisfied with your purchase of our frozen food products. This Refund Policy outlines your rights under the UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and our procedures for returns, refunds, and replacements. Due to the perishable nature of frozen food, specific conditions apply.

1. Your Legal Rights

Under UK law, you have the following rights when purchasing online:

Right to Cancel (Cooling-Off Period): You have 1 day from receiving your order to cancel and return non-perishable goods for a full refund, excluding return shipping costs. However, perishable goods, including frozen food, are exempt from this right under Regulation 28(1)(c) of the Consumer Contracts Regulations 2013, as they are liable to deteriorate.

2. Our Refund Policy

Due to the perishable nature of frozen food, we do not accept returns or offer refunds for change of mind or incorrect ordering. However, we will address issues related to faulty or damaged products as follows:

Damaged or Defective Products: If your frozen food arrives damaged, defrosted, or otherwise unfit for consumption due to our error (e.g., improper packaging or delivery issues), we will offer a replacement or full refund, including any delivery charges.
Wrong Items: If you receive incorrect products, we will provide a replacement or refund, including delivery charges.
Non-Delivery: If your order does not arrive due to our error or courier failure, we will resend the order or provide a full refund.

3. How to Request a Refund or Replacement

To request a refund or replacement, follow these steps:

Contact Us: Notify us within 48 hours of receiving your order (or expected delivery date for non-delivery) by emailing info@stephsamventures.co.uk or calling +447831465041. Provide your order number, a description of the issue, and photos of the product (if applicable).
Verification: We may request additional information or evidence (e.g., photos of damaged goods) to assess your claim.
Return (if required): If we request the return of faulty goods, we will provide a prepaid return label. Do not dispose of products until we confirm the process.
Processing: Refunds or replacements will be processed within 14 days of receiving your request or returned goods. Refunds will be issued to the original payment method.

4. Exceptions

We cannot offer refunds or replacements in the following cases:

Products that have been mishandled or improperly stored after delivery (e.g., not frozen promptly).
Change of mind or ordering errors by the customer.
Minor packaging imperfections that do not affect product quality.

5. Delivery Issues

We aim to deliver your frozen food in optimal condition using refrigerated transport. If a delivery issue occurs (e.g., delayed delivery causing defrosting), please contact us immediately. We will work with our courier to resolve the issue and provide a replacement or refund if the issue is our responsibility.

6. Warranty for Non-Perishable Items

If your order includes non-perishable items (e.g., branded merchandise), you may return these within 14 days of receipt for a refund (excluding return shipping costs), provided they are unused and in original condition. Contact us to arrange the return.

7. Contact Us

For refund or replacement requests, or if you have questions about this policy, please contact us:

Email: info@stephsamventures.co.uk
Phone: +447831465041
Address: StephSam Ventures Limited, Unit 9,51-55 Eastover Indoor Shopping Centre, Bridgwater TA6 5AW, United Kingdom

We aim to respond to all inquiries within 2 business days.

8. Complaints

If you are dissatisfied with our handling of your refund request, please let us know, and we will escalate your case to a manager. You may also contact the UK’s Citizens Advice Consumer Service or pursue alternative dispute resolution through an approved body.

9. Changes to This Policy

We may update this Refund Policy to reflect changes in law or our practices. The updated policy will be posted on our website and effective from the date stated.

10. Governing Law

This Refund Policy is governed by the laws of England and Wales.