Question 1

What is your returns policy?

Accepted Answer

#**Return Policy**

Thank you for shopping with The Tapas Lunch Company. We want to ensure you have a smooth experience in case you need to return non-perishable items. Please review the following guidelines:

**1. Return Timeframe:**
You have the right to return any non-perishable items for a refund within 14 days of purchase.

**2. Refund Details:**
We will issue a full refund for non-perishable items, excluding those used, altered, or damaged while in your possession. Refunds, including original postage, are applicable for order cancellations within 14 days. However, if an order is rejected upon delivery, a £20 deduction plus shipping costs will apply. This deduction is specific to rejected orders and does not pertain to cancellations initiated by the customer within the 14-day timeframe.

**3. Return Costs:**
For the return, you will be liable for the cost of returning the goods to us. You can either: Use your own courier/postage service to send it back, or Allow us to organize the return using our courier service at a cost of £20.00 (DPD).

**4. Cancelled Order:**
To exercise the right to cancel, please inform us of your decision within 14 days of purchase by sending a clear statement to [customers@thetapaslunchcompany.co.uk](mailto: customers@thetapaslunchcompany.co.uk)

You can use the following cancellation template:
>To: The Tapas Lunch Company Ltd., Vdepot, Honingham Thorpe Estate, Norwich Road, Colton, Norfolk, NR9 5BZ, customers@thetapaslunchcompany.co.uk

>I hereby give notice that I wish to cancel my contract of sale of the following goods (list of goods or order reference), ordered on (date), received on (date).

>Customer’s name, address, and date of the notice.

**5. Packaging Guidelines:**
When returning goods, please ensure they are packaged well, either in the original packaging or a suitable alternative. We cannot be held responsible for any breakages or damages that occur while the goods are in transit back to us.

**6. Supplementary Costs:**
If you opted for a delivery method other than our standard option, supplementary costs may apply. For details, please check our website or contact our customer service.

**7. Rejected Orders:**
In the event an order is rejected at delivery, then charges are automatically applied. Any refunds will be subject to a flat fee of £20, plus shipping costs. This fee will be deducted from the total refund amount.

**8. Refund Processing Time:**
Please allow seven business days for the processing of refunds from the date we receive the returned items.

Thank you for your understanding and cooperation. If you have any questions or concerns, feel free to reach out to us at [customers@thetapaslunchcompany.co.uk](mailto: customers@thetapaslunchcompany.co.uk).

Question 2

What about products which are of unsalable quality - i.e., 'faulty'?

Accepted Answer

Should you receive a faulty product, normally, we'll just ask for a quick photo of the defect to be sent to [customers@thetapaslunchcompany.co.uk](mailto: customers@thetapaslunchcompany.co.uk ) and then you can throw it away and we'll refund or send you a replacement for the item.

Obviously, this can't apply if you simply don't like the taste of the product and please bear in mind that taste is a subjective matter - what one person may love, another may consider 'faulty' (e.g., too salty, texture too hard).

So there's sometimes a grey area here. Also, please bear in mind that products might taste of look different to similar ones you may have tried in the past or you might not consider as "authentic Spanish", and that would not be grounds for a refund.

Question 3

What about products that are not 'as described'?

Accepted Answer

As an online food seller, we have the obligation and desire to represent our products as accurately as possible to our customers, so you can make the best purchasing decisions possible.

We do our absolute best to ensure that the information displayed for each product on our website is accurate and up-to-date and try to make as much information from the product label available to you.

However, certain aspects of product representation will always be subjective, so if you are interested,  please read [this article which describes in detail how we try to represent our products](/page/product-representation-policy), what we can and cannot do, and what types of omissions and/or errors we will consider as 'product not as described' for return or refund purposes, that would not be grounds for a refund.

Question 4

What about broken or damaged items?

Accepted Answer

We take every care possible to ensure that your order arrives safely and in one piece. We have developed what we believe to be the best packing techniques and use the most appropriate materials for the job, including strong, double walled boxes and cushioning materials.

If there is any damage, please don't just outright reject the package from the courier. Please accept your order, check it over and then inform us of any damages within 24 hours.

We don't require for you to have signed 'damaged' or have rejected the package from the courier. Again, we normally ask for a quick photo to be sent to  customers@thetapaslunchcompany.co.uk and then we'll sort out a refund or replacement for you.

Question 5

Will you give me my money back if my order does not get to me the following day, or if the courier calls when I am not in?

Accepted Answer

Unfortunately, as we do not make deliveries ourselves, we are reliant on a courier to get your goods to you.

Getting a parcel across the country in 24 hours is not always easy and things can sometimes go wrong. Although we are normally able to achieve a very fast delivery, we **cannot guarantee** that your order will be with you within a specific timeframe and predicted delivery dates times are estimates only.

Although you have the right to cancel, within 14 days of purchase, should your order miss any deadline you might have, you will have to pay for the goods to be brought back to us - at the current courier rates (DPD at £15.00) before a refund is issued (perishable products excluded).

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