Refund policy
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we are unable to offer a refund or exchange. Please note this policy is valid only for non-perishable products like sauces and other condiments we sell at Hilton & Family.
To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.
When you shop online, you legally have a 14-day "grace period" to change your mind after receiving your item. After that, you have 14 more days to return the item. It doesn't matter why you changed your mind - you are protected by the Consumer Rights Act 2015 (UK) anyway. These distance selling regulations apply to all purchases purchased outside the seller's premises. This includes purchases made online, by postal order, by phone (Including Whatsapp) and through TV purchase channels.
However, there are some exceptions to this rule. You will not be entitled to return the following types of items:
- Those that were made to your specifications or customized
- Those that are perishable (like flowers or fresh food)
- Those that were sealed on delivery but have now been opened
- Those who date quickly, such as newspapers, magazines or periodicals
If an item purchased online is defective, you are protected by the same rights that apply to purchases made in person.
To complete your return, we require a receipt or proof of purchase.
Do not return your purchase to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your original credit card or payment method, within a specified number of days.
Late or missing refunds
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company. It may take some time for the refund to be officially published.
Then contact your bank. There is usually some processing time before a refund is posted.
If you have done all of this and have not yet received a refund, please contact us at info@mooreandsons.co.uk
Items for sale
Only regular-priced items can be refunded, unfortunately, items on sale cannot be refunded.
Replacement
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to info@mooreandsons.co.uk and send your item to: 59 Bridge St, Pinner HA5 3HZ
Presents
If the item was marked as a gift when purchased and sent directly to you, you will receive a gift credit for the value of your return. As soon as the returned item is received, a gift certificate will be sent to you.
If the item was not marked as a gift when purchased, or if the gift giver ordered the order to be sent to himself to deliver to you later, we will send a refund to the gift giver and he will know about your return.
Shipping
To return your product, you must send it to: 59 Bridge St, Pinner HA5 3HZ
You will be responsible for paying for your own shipping costs to return the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for the exchanged product to reach you may vary.
If you are shipping an item over 75 pounds, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
