Refund policy

REFUND & RETURNS POLICY

AEMO FOODS REFUND & RETURNS POLICY

At AEMO Foods, we want customers to be satisfied with their orders and to know exactly what to do if something goes wrong.

This Refund & Returns Policy explains how we handle cancellations, returns, damaged products, incorrect items, missing items and refunds.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer law.

CANCELLING AN ORDER BEFORE DISPATCH

If you need to cancel an order, please contact us as soon as possible after placing it.

Email:
aemofoodsltd@gmail.com

Telephone:
+44 7301 278212

Please provide your:

Full name
Order number
Email address used for the order

If your order has not yet entered processing or been dispatched, we may be able to cancel it.

Because we aim to process orders promptly, we cannot guarantee that cancellation requests can be completed before dispatch.

RETURNS

Because AEMO Foods sells food products, some products may not be suitable for return once opened or where a return would create food-safety or hygiene concerns.

If you wish to return an eligible product, please contact us before sending anything back.

Do not return a product to us without first contacting AEMO Foods and receiving return instructions.

CHANGE-OF-MIND RETURNS

For eligible non-perishable goods purchased online, you may have a legal right to cancel your purchase within 14 days after receiving the goods, subject to applicable exclusions under UK consumer law.

Certain products may be excluded from cancellation rights, including goods that deteriorate or expire rapidly and certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

Where a cancellation right applies, you must tell us within the applicable cancellation period.

After notifying us of your cancellation, goods must be returned within the legally applicable return period.

Products should be returned in appropriate condition and, where applicable, unopened and in their original packaging.

Your statutory rights are not affected.

OPENED FOOD PRODUCTS

For food-safety and hygiene reasons, we generally cannot accept change-of-mind returns of food products that have been opened, used, partially consumed or otherwise made unsuitable for resale.

This does not prevent you from contacting us where a product is:

Faulty
Damaged
Incorrect
Not as described
Unsafe
Otherwise not of satisfactory quality

Your statutory rights in relation to faulty or non-conforming goods are not affected.

DAMAGED PRODUCTS

If a product arrives damaged, please contact us as soon as reasonably possible.

Please provide:

Your full name
Order number
Name of the affected product
Description of the damage
Clear photographs of the product
Photographs of the outer packaging where relevant
Photograph of the shipping label where relevant

Please keep the damaged product and its packaging while we investigate unless we tell you otherwise.

Once we have reviewed the information, we will explain the appropriate resolution.

Depending on the circumstances and your legal rights, this may include a replacement, refund or another appropriate remedy.

INCORRECT PRODUCTS

If we send you a product that is different from the product you ordered, please contact us.

Where possible, do not open or use the incorrect product unnecessarily.

Please provide:

Your order number
Name of the product you ordered
Name of the product you received
Clear photographs of the product received

We will investigate and advise you of the appropriate next steps.

Where we have made an error, we will provide an appropriate remedy in accordance with your legal rights.

MISSING PRODUCTS

If an item is missing from your order, please first check:

Your order confirmation
The entire parcel
Whether your order was dispatched in more than one parcel
Any delivery information provided to you

If an item is still missing, contact us with your order number and the name of the missing product.

We will investigate the matter.

FAULTY OR UNSATISFACTORY PRODUCTS

Products supplied by AEMO Foods should be as described, of satisfactory quality and fit for their intended purpose where required by applicable law.

If you believe a product is faulty, unsafe, contaminated, materially different from its description or otherwise not of satisfactory quality, please stop using the product and contact us.

Provide:

Your order number
Product name
Description of the problem
Photographs where appropriate
Batch or lot information where available
Best-before or use-by information where relevant

Please retain the product and packaging while we investigate unless keeping the product would be unsafe.

FOOD SAFETY CONCERNS

If you believe a food product may be unsafe, contaminated, incorrectly labelled or otherwise present a food-safety concern, do not consume it.

Contact us promptly with as much information as possible, including photographs of the packaging, batch information and date markings.

We may request additional information to investigate the matter.

RETURN CONDITION

Where a return is permitted, products should be returned:

In appropriate condition
Securely packaged
With all relevant components where applicable
In their original packaging where reasonably possible
Without unnecessary handling beyond what is reasonably required to inspect them

Please follow the return instructions provided by AEMO Foods.

RETURN DELIVERY COSTS

Who pays return delivery costs depends on the reason for the return and your applicable legal rights.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will handle reasonable return arrangements or costs as required by applicable law.

For an eligible change-of-mind return, you may be responsible for the direct cost of returning the goods unless we tell you otherwise.

We will explain the applicable arrangements when you contact us.

DO NOT SEND RETURNS WITHOUT CONTACTING US

Please do not send products to our business address without contacting us first.

The address displayed on our website may not necessarily be the appropriate operational address for processing product returns.

REFUNDS

Where a refund is due, we will process it using the appropriate method, normally the original payment method used for the purchase.

The time it takes for the refund to appear after we issue it may depend on your bank, card provider or payment service.

ORIGINAL DELIVERY CHARGES

Where you exercise a statutory right to cancel an eligible distance contract, any refund of standard outbound delivery charges will be handled in accordance with applicable UK consumer law.

If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we may not be required to refund the additional cost of that upgraded service.

PARTIAL REFUNDS

In circumstances permitted by law, a deduction may be made where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and their value has consequently been reduced.

This will be considered on a case-by-case basis and in accordance with applicable consumer law.

REFUND PROCESSING

Once a refund has been approved and processed by AEMO Foods, you will normally receive confirmation.

Although we can initiate a refund, we cannot control how quickly an individual bank or payment provider displays the funds in your account.

SALE AND PROMOTIONAL ITEMS

Your statutory rights apply regardless of whether an item was purchased at full price, on sale or as part of a promotion.

A reduced price does not remove your rights where goods are faulty or otherwise fail to conform to the contract.

EXCHANGES

We do not guarantee direct exchanges for every product.

Where appropriate, we may instead arrange a refund or replacement depending on:

The reason for the request
Product availability
Product condition
Applicable consumer rights

We will explain the available options after reviewing your request.

REFUNDS FOR ORDERS THAT NEVER ARRIVE

If your order has not arrived within the expected period, first check any tracking information provided.

If tracking does not resolve the issue, contact us with your order number.

We will investigate the delivery with the relevant carrier where appropriate.

Any refund, replacement or other remedy will depend on the circumstances and your applicable legal rights.

REFUSED OR UNCOLLECTED DELIVERIES

If an order is returned to us because delivery was refused, the address supplied was incorrect or the parcel was not collected, please contact us.

We will review what happened and advise you of the available options.

Where additional costs have arisen because incorrect delivery information was supplied by the customer or a delivery was not collected, additional delivery charges may apply where legally permitted.

This does not affect your statutory rights.

HOW TO REQUEST A RETURN OR REFUND

Contact:

Email:
aemofoodsltd@gmail.com

Telephone:
+44 7301 278212

Please include:

Subject: Return/Refund Request – Order #[YOUR ORDER NUMBER]

Then provide:

Full name
Order number
Product concerned
Reason for contacting us
Photographs where relevant
Any other useful information

CUSTOMER SERVICE HOURS

Monday: 9:00am – 6:00pm
Tuesday: 9:00am – 6:00pm
Wednesday: 9:00am – 6:00pm
Thursday: 9:00am – 6:00pm
Friday: 9:00am – 6:00pm
Saturday: 10:00am – 4:00pm
Sunday: Closed

Emails can be sent at any time.

We aim to respond to customer-service enquiries within 24 hours during our customer-service days.

YOUR STATUTORY RIGHTS

Nothing in this Refund & Returns Policy is intended to restrict rights available to consumers under applicable UK law, including rights relating to goods that are faulty, not as described, not of satisfactory quality or otherwise fail to conform to the contract.

CONTACT AEMO FOODS

AEMO Foods

Email: aemofoodsltd@gmail.com
Telephone: +44 7301 278212

Last updated: August 2026