We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied in good condition. If any of the goods provided are incorrect, not in a satisfactory condition, or have been damaged in transit, then please contact us. Please let us know within 3 working days by dropping us an email to info@burnthillherbs.com quoting your order number.

We will provide a full refund or replace the item/s with new if you can demonstrate we haven’t done everything in our power to get the items to you in a satisfactory manner. We will require you to send the damaged items back to us, with proof of your postage paid, which we will refund to you. Second class Royal Mail is our preferred option, any postage service that is more expensive than this must be agreed in writing before you incur any costs. It might also not be cost effective to send out again and we may simply offer a refund.

We cannot provide a refund for correctly supplied food items unless they have been damaged or lost in the post. And proof of this must be supplied. Very occasionally some parcels can be delayed or undelivered by the courier. Please contact us as soon as you have any concerns about your parcel by emailing: info@burnthillherbs.com

We cannot be held responsible for parcels, which are undelivered or mis-routed due to incomplete/incorrect addresses given by the customer or due to customer/recipient not being available to receive shipment.

Cancellations:
As our products are supplied fresh and produced to order, we regret that once an order is placed it is not possible to cancel it and refunds cannot be given. Credit card authorisation and payment will be taken upon placement of orders.

Please note that we cut your fresh produce for you, to order, just prior to your chosen time-slot. This allows for the freshest possible produce to be available for you.

So if you're unable to make your collection slot for whatever reason, we are sadly unable to process a refund, due to wasted produce.