Returns & Refunds
We want you to love every order. Because our products are food, the rules are a little different from other online shopping — here is exactly where you stand.
Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days of receiving it. However, this right does not apply to:
- Perishable goods — items liable to deteriorate or expire rapidly;
- Sealed food items that have been unsealed after delivery, for health and hygiene reasons;
- Made-to-order items, such as build-your-own pick & mix bags hand-packed to your selection.
In practice this means: unopened, non-perishable items (for example a sealed gift hamper) can be returned within 14 days, but opened bags of sweets and made-to-order pick & mix cannot.
How to cancel or return
Email us at hello@lvtdistribution.co.uk within 14 days of receiving your order, telling us your order number and that you wish to cancel. Please return eligible items to us unopened and in their original packaging within 14 days of telling us. Return postage is at your cost unless the item is faulty or we sent the wrong thing.
We will refund you within 14 days of receiving the returned items (or proof of postage), using your original payment method. We may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to inspect them.
Damaged, faulty or incorrect orders
If anything arrives damaged, melted, faulty or not as ordered, you are covered by the Consumer Rights Act 2015. Email us within 48 hours of delivery with your order number and a photo, and we will send a replacement or issue a full refund — including any return postage. We will always put it right.
Cancelling before dispatch
If your order has not yet been dispatched, contact us as soon as possible and we will cancel and refund it in full.
Questions? Email hello@lvtdistribution.co.uk. Please allow us up to 2-3 full working days (Mon-Fri) to respond.
