Refund and Returns

If you are a consumer and you bought a product online, you have a legal right to change your mind about the products

Your legal right to change your mind. For all of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Your legal rights Returns
14 days to change your mind online. You pay costs of return

When you can’t change your mind. You can’t change your mind about an order for our granola and any other products we offer if (1): we have tailored the packages to your specifications (excluding the quantity of the order) or are clearly personalised or you have opened or tampered with the product in any way as our granola is made fresh and we cannot accept a return in this case for hygiene reasons.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery. 

How to let us know. To let us know you want to change your mind, contact us by emailing us at hello@softgranola.co.uk.

You have to return the product at your own cost. If you are exercising your legal right to change your mind about our products, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. Please keep a receipt or other evidence from the delivery service that proves you have sent the product(s) back to us and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time we won’t refund you the price. 

When and how we refund you. We aim to refund you within 14 days of receiving the products back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.