Last updated: November 2026

At Cormorant Charcuterie, our products are food, so returns need to be handled a little differently from ordinary retail purchases. We want to deal with any problems fairly and practically, while making sure our products are safe and our customers are treated properly.

This policy should be read alongside our Delivery & Fulfilment Policy, which explains our order processing and dispatch schedule, delivery arrangements and what to do if a parcel is delayed or does not arrive.

Nothing in this policy affects your statutory rights.

Cancelling an order

We process online orders in weekly cycles. Our usual order processing schedule and weekly cut-off are explained in our Delivery & Fulfilment Policy.

You can request to cancel your order for a full refund up until 10am (GMT) on the Monday it is scheduled to be processed. Orders placed after 10am on a Monday will normally be processed the following week. Please contact us as soon as possible, quoting your order number.

Once an order has entered processing, we may not be able to cancel it. Once an order has been dispatched, it can no longer be cancelled through our normal order-cancellation process. However, this does not affect any cancellation or other rights you may have under consumer law.

For seasonal or special dispatches, we may publish a separate order and cancellation timetable. Where this applies, the published timetable will take precedence over our usual weekly schedule.

Change of mind

Because we sell food products, we cannot routinely accept unwanted or unsuitable products back into stock.

If you change your mind after receiving an order, please contact us. We will consider the circumstances individually and let you know whether a return, refund or other resolution is possible.

Some online purchases are subject to a statutory 14-day cancellation right. There is an exception for goods liable to deteriorate or expire rapidly, but this does not necessarily apply to every food product. Where a statutory cancellation right applies to your order, we will honour it.

Damaged, faulty or incorrect orders

If your order arrives damaged, is incorrect, is incomplete, or you have concerns about its quality or safety, please contact us as soon as possible.

Please include:

• Your order number

• A description of the issue

• Photographs of the product and packaging, where possible

• Any relevant batch or best-before information shown on the packaging

Photographs help us understand what has happened and investigate the issue. We will not automatically ask you to return food products. Depending on the circumstances, we may ask you to keep the product and packaging while we look into the matter.

We will assess the issue and agree on an appropriate resolution. This may include a replacement, refund or another remedy, depending on the circumstances and your statutory rights.

If you believe a product is unsafe, please do not eat it. Contact us before disposing of it, if possible, so that we can investigate.

Delivery problems and lost parcels

If your parcel is delayed, has not arrived, or appears to have been damaged in transit, please refer to our Delivery & Fulfilment Policy for information about how to report the problem and how we will investigate it.  

This includes how we handle enquiries with Royal Mail and work towards an appropriate resolution. Nothing in that policy or this one limits your statutory rights.

Refunds

Where a refund is agreed or legally due, it will normally be made to the original payment method.

We will process refunds within the applicable legal timeframe. We will not deduct payment-processing, administration or other fees from a refund that you are legally entitled to receive.

Contact us

For cancellations, returns, refunds or product concerns, please contact: 

Cormorant Charcuterie Ltd.
Email: info@cormorantcharcuterie.co.uk

Please include your order number so that we can help as quickly as possible.