Fresh food doesn't work like a regular return counter — but if something arrives damaged, wrong, or fails our own lab standard, we make it right. Here's exactly how.
This Return Policy explains when a Homegrown order is eligible to be returned, replaced, or refunded. Because our products are food items, our approach is different from a typical retail return policy — it's built around genuine problems with your order, not a change of mind. This policy sits alongside, and does not limit, your statutory rights under UK consumer law.
We're able to accept a return or issue a refund in the following situations:
If you're unsure whether your situation qualifies, reach out anyway — we'd rather look into it than have you assume the answer is no. Where a statutory right to cancel an eligible online order applies, we will always honour that right in accordance with the law, regardless of the above.
If an item has arrived damaged, is missing, or is not what you ordered, please contact us within 24 hours of delivery, where reasonably possible. Reporting promptly helps us investigate the matter with our delivery provider. Failure to contact us within 24 hours does not remove any statutory rights you may have.
Where you have a separate statutory right to cancel an eligible online order, you must notify us within the legally prescribed cancellation period — see Section 9 of our full Returns & Refunds terms for details.
Contact homegrownuk@yahoo.com or use our Contact page with your order number and the reason for your request.
A photo of the product, the outer and inner packaging, the batch number, and the best-before date helps us verify it quickly.
We'll usually confirm whether your return qualifies within one business day, and provide written return instructions if a physical return is needed.
Once approved, we'll process a refund or send a replacement, whichever you prefer. Please don't post anything back to us until you've received written return instructions.
For approved returns, you can choose either a full refund or a free replacement of the same product, subject to availability. If the exact product is temporarily out of stock, we'll offer a refund, store credit, or a suitable alternative — your call.
Approved refunds are issued to your original payment method. Processing times may vary depending on your bank or card provider. Where you validly exercise a statutory cancellation right, any refund due will be processed within the period required by law after we receive the returned product, or you provide satisfactory evidence that it has been returned — whichever applies first. Where legally required, the refund will include the cost of our least expensive standard delivery option; additional charges for express or premium delivery may not be refundable.
If you believe a product doesn't match the values on its published certificate of analysis, let us know the batch number and what you observed. We take this seriously — if our own testing confirms a discrepancy, you'll receive a full refund and we'll investigate the batch internally.
For food-safety reasons, we're unable to accept returns of opened or partially used packs, products with broken or removed seals, custom-made or specially formulated products, or products returned without their original packaging — unless they are faulty, damaged, unsafe, misdescribed or incorrectly supplied. We also can't guarantee acceptance of returns reported well after the 24-hour window, since we can no longer reliably verify the condition the product was in at delivery. None of this affects any statutory rights you're legally entitled to.
We may revise this Return Policy from time to time as our processes evolve. The "last updated" date at the top of this page always reflects the most recent version.
If something about your order isn't right, we'd genuinely like to fix it — email us at homegrownuk@yahoo.com and we'll take it from there.
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