We want every box to arrive in perfect shape. If it doesn't, we'll make it right — fast.
1. Perishable-goods exception
All produce we ship is fresh and perishable. UK consumer law does not give a general right to return perishable goods once dispatched. Your statutory rights for faulty or mis-described goods still apply.
2. What qualifies for a refund or replacement
- Item arrives damaged, spoiled, mouldy, or frozen.
- Item is missing from the order or substituted without notice.
- Item is significantly different from its listing on the Site.
- Delivery fails through courier or address error on our side.
3. How to claim — 24-hour window
Email info@fruitplug.co.uk or WhatsApp +44 774 777 6293 within 24 hours of delivery. Include:
- Order number.
- Which item(s) you're flagging.
- One or two photos showing the issue.
We aim to reply within one working day.
4. What we'll offer
- Replacement on the next delivery slot — our default for damaged or spoiled items.
- Refund to original payment methodfor the affected items — typically 5–10 working days after we've confirmed the claim.
- Store credit in some cases, at your option.
5. Subscriptions
Pause, skip, or cancel a subscription anytime from your accountpage before the next renewal. Cancellations after renewal apply from the following cycle. We don't refund already-fulfilled subscription boxes unless the goods themselves were faulty under section 2.
6. Failed or late delivery
If your tracking shows no movement 48 hours after the expected delivery date, message us. We'll chase the carrier and, if the parcel is genuinely lost, replace or refund the order.
7. Non-refundable items
- Gift cards.
- Items rejected on delivery due to unattended address (we'll help rearrange).
- Orders where delivery instructions were followed but the parcel was damaged or stolen from the agreed drop location (we'll work with the carrier).
8. Contact
info@fruitplug.co.uk — the fastest route for any refund or replacement question. Full context lives in our Terms & Conditions, section 6.