Refunds, Returns & Cancellations (UK)

Last updated: 11.01.2025

1) What you can return

Because our boxes contain fresh, perishable food, they can’t be returned once delivered. This is in line with UK Consumer Contracts Regulations, which exclude perishable goods from change-of-mind returns.

We’ll always put things right if there’s a problem with quality or we’ve made a mistake (see section 2).

Non-returnable items: fresh fruit & nuts, customised bundles, sale items and gift cards.

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2) Damaged, missing or not as described

Please inspect your delivery on arrival. If anything is damaged, missing, spoiled or you received the wrong item, contact us within 24 hours of delivery so we can help.

Email: info@secretfruit.com

Include: order number, a brief description, and clear photos of the box/contents and shipping label.

What we’ll do: depending on the issue, we’ll arrange a replacement, partial credit, or refund. Items sent back without our confirmation won’t be accepted.

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3) Deliveries & courier issues

If a courier delay causes spoilage, we’ll investigate and make it right. If the delivery failed due to an incorrect address, missed delivery windows, or no safe place (where required), we may not be able to refund perishable items.

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4) Subscriptions — pause, skip, cancel

You can pause, skip a delivery, or cancel your subscription any time.

Please do so at least 48 hours before your next scheduled dispatch so we can adjust your order in time. Changes made after the cut-off may apply from the following cycle.

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5) How refunds work

Once we confirm a refund, it’s processed to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the funds.

If it’s been over 15 business days since our confirmation, email info@secretfruit.com.

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6) Returns (rare cases)

If we explicitly ask you to return an item (e.g., a non-perishable accessory), we’ll provide the return instructions and, where applicable, a return label. Returned items must be unused, in original packaging, with proof of purchase.

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7) Questions

We’re here to help.

info@secretfruit.com

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Why the policy is like this

Perishable foods are exempt from standard change-of-mind returns under UK law. Our goal is to keep you delighted—if something’s not right, tell us quickly and we’ll fix it.