Conditions
To be eligible for a return within our standard 30-day window, items must be unused, unconsumed, unopened, in original retail packaging with all manufacturer freshness seals intact, and accompanied by the original order confirmation or proof of purchase.
Initiating a Return
- Submit a written return request citing your order reference number to [email protected]
- Receive an authorized Return Merchandise Authorization (RMA) code along with the designated UK warehouse address
- Pack the authorized items securely in their protective inner and outer transit packaging with all tamper-proof seals intact
- Receive the processed refund to your designated bank account within 3 to 10 business days following return parcel inspection and quality clearance
Who pays return shipping
When goods arrive damaged, spoiled, or mismatched against your invoice, we absorb all costs by issuing a prepaid shipping voucher or scheduling courier pickup. If you simply decided against keeping the items, you pay the return transit cost; we withhold no other fees.
Refund timing and method
We release funds within 3 business days once inventory clears physical checks. Cash-on-delivery payments are returned via electronic bank transfer to your nominated account; bank-transfer payments reverse directly to the origin account. Banks typically process and post the sum within 1-5 business days.
Case Resolution Scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Ordered product dispatched after collecting mistaken freight | None |
| Parcel lost | Replacement dispatch or full payout once the courier completes tracing | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of product cost | Return shipping only |
Exchanges
To switch to another weight, harvest vintage, or alternative item, follow our return flow and submit a separate order. We credit the returned pantry goods once received. If the replacement stems from our fulfillment error, your subsequent package ships free.
Cancelling an order
You may cancel any pending order at no charge before it leaves our facility. Message [email protected] including the invoice number. Once picked and collected by the courier, standard return terms take effect.
Questions about this policy
Contact [email protected] or ring +44 1792 222 742 throughout Mon-Fri 09:30-17:00. We address every inquiry within one business day.
- Merchant
- Maestro Pantry Ltd.
- Registered address
- 11 Walter Road, Swansea, SA1 5NF, United Kingdom
- [email protected]
- Phone
- +44 1792 222 742
- Working hours
- Mon-Fri 09:30-17:00
- Registration
- Company No. 18187853