Refund and Returns Policy

Last updated: 2 August 2026

This policy applies to orders placed through the ENRICH website and delivered within the United Kingdom.

Change-of-mind returns

We offer a 30-day change-of-mind returns period. You must contact us within 30 calendar days of receiving your order if you wish to make a return.

To qualify for a change-of-mind return:

• all food packaging and individual sachets must remain sealed, unopened and untampered with;

• the products must be unused and in a condition suitable for resale; and

• the complete product must be returned, including all items forming part of a Discovery Set, Mixed Bundle or other bundle.

Opening the external delivery packaging or presentation box does not, by itself, prevent a return, provided all food packs and sachets remain sealed, unopened and undamaged.

We cannot accept a change-of-mind return because you dislike the flavour, texture or other personal characteristics of a product after opening it.

These conditions apply only to change-of-mind returns. They do not affect your statutory rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Discovery Sets and bundles

Discovery Sets, Mixed Bundles and other bundles are sold as complete products.

For a change-of-mind return, the complete set or bundle must be returned with every individual food pack or sachet sealed, unopened and undamaged.

If any pack or sachet has been opened, used or tampered with, we cannot accept the set or bundle as a change-of-mind return. We do not provide partial change-of-mind refunds for the remaining unopened items within a set or bundle.

For example, if two sachets from an eight-sachet Discovery Set have been opened, the remaining six sachets cannot be returned for a partial refund.

This does not affect your statutory rights if any product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Exchanges

We do not offer direct exchanges for change-of-mind returns.

If you would like a different product, please place a new order and return the original product in accordance with this policy. The original product must qualify for a change-of-mind return, including remaining sealed, unopened and in a condition suitable for resale.

You will be responsible for the return postage. Your new order will be charged separately at the price and delivery rate applicable when it is placed.

Discovery Sets, Mixed Bundles and other bundles cannot be exchanged in part.

If you receive a product that is faulty, damaged, unsafe or different from what you ordered, please contact returns@eatenrich.com. Where appropriate, we will arrange a replacement at no additional cost or provide another remedy available under your statutory rights.

How to request a return

Before returning any products, please email returns@eatenrich.com with:

• your name;

• your order number;

• the email address used to place the order;

• details of the products you wish to return; and

• the reason for the return.

For damaged, faulty or incorrectly supplied products, please also provide photographs where reasonably possible.

Once your return has been confirmed, please send it to:

ENRICH
2–20 Booth Drive
Park Farm Industrial Estate
Wellingborough
NN8 6GR

Please include your order number inside the parcel so that we can identify and process your return.

Products must be returned without undue delay and no later than 14 calendar days after you tell us that you wish to return them.

Return postage

For change-of-mind returns, you are responsible for the direct cost of returning the products. We do not provide a prepaid returns label.

Please package the products securely. We recommend using a tracked postal service and retaining proof of postage, as you are responsible for the return until it reaches us.

If a product is faulty, damaged, unsafe, incorrectly supplied or not as described, we will arrange the return or reimburse reasonable return postage where a return is required. Please contact us before incurring return costs so that we can provide the appropriate instructions.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives.

If a product is damaged, faulty, unsafe, incorrectly supplied or not as described, contact returns@eatenrich.com as soon as reasonably possible. Please include your order number, details of the problem and photographs where possible.

Although prompt notification helps us investigate delivery issues, it does not affect your statutory rights.

Depending on the circumstances and your legal rights, we may:

• provide a replacement;

• provide a full or partial refund;

• arrange collection;

• ask you to return the affected product at our cost; or

• confirm that a return is not required.

Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty or non-conforming goods within 30 days. Further remedies may remain available after this period. Nothing in this policy limits or excludes those rights.

Products that have been opened

Opened food products cannot be returned simply because you have changed your mind.

However, we will consider a claim involving an opened product where it is faulty, damaged, unsafe, incorrectly supplied or not as described. Please retain the affected product and its packaging until we tell you whether it needs to be returned.

Refunds

We will notify you once we have received and inspected your return and confirm whether your refund has been approved.

Approved refunds will be made to the original payment method used to place the order. We cannot issue a refund to a different card, bank account or payment method unless otherwise required or expressly agreed.

We will process your refund without undue delay and no later than 14 calendar days after:

• we receive the returned products; or

• you provide satisfactory evidence that the products have been sent back,

whichever occurs first where the statutory cancellation right applies.

We may withhold the refund until we have received the returned products or satisfactory evidence that they have been sent back.

Once processed by us, your bank, card issuer or payment provider may take additional time—typically 3 to 10 business days—to show the refund in your account. This processing time is outside our control.

If you have not received your refund after 10 business days from our confirmation that it was processed, please contact returns@eatenrich.com, quoting your order number, so that we can investigate.

Delivery charges

Where you cancel and return your entire eligible order under your statutory online cancellation rights, we will refund the price paid and the cost of our least expensive standard delivery option.

If you selected a more expensive or expedited delivery service, we are not required to refund the additional delivery cost above the price of standard delivery.

Where standard delivery was included within the advertised product price, such as for an eligible Discovery Set, the full advertised price will be refunded when the complete eligible product is returned.

If you return only part of an order, the original delivery charge will not normally be refunded where the same delivery charge would have applied to the products you keep.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact returns@eatenrich.com as soon as possible.

We will try to stop the order, but we cannot guarantee that cancellation will be possible once fulfilment has begun. If the order has already been dispatched, you may need to follow the returns procedure above.

Your statutory rights

This policy provides additional contractual rights and does not replace, restrict or exclude any rights available to you under UK consumer law.

If there is any conflict between this policy and your statutory rights, your statutory rights will apply.

For questions about a return, exchange or refund, contact returns@eatenrich.com.

About ENRICH

ENRICH is a trading name of Ancient Foods Ltd.