Refund policy

Perishable Food Items (Final Sale)

All sales of edible products (such as our artisanal cookies and other baked goods) are final. Due to food safety and hygiene regulations, we cannot accept returns or exchanges on any perishable food items. Once a food product leaves our facility, we are unable to restock or resell it, so no refunds or returns will be issued for these items unless the product arrived damaged or we sent the wrong item (see Damaged or Incorrect Items below). We appreciate your understanding on this policy, as it ensures the quality and safety of our products for all customers.

Non-Food Merchandise Returns

For non-perishable merchandise (e.g. coffee mugs, apparel, and other branded accessories), we offer a return or exchange window of 14 days from the date you receive your order. To be eligible for a return, the item must meet the following conditions:

Original Condition: Item must be unused, unworn, and unwashed, with all original tags, labels, and packaging intact.
Proof of Purchase: A receipt or order confirmation is required to verify the purchase.
Timely Request: You must contact us within 14 days of delivery to initiate the return or exchange process.

If your merchandise return request is approved, you will receive instructions on how to send the item back to us. Please note that customers are responsible for return shipping costs on merchandise returns, unless the return is due to our error or a product defect. We strongly recommend using a trackable shipping service for any returns, as we cannot guarantee that we will receive your returned item.

Upon receiving and inspecting the returned merchandise, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed back to your original method of payment (see Refund Processing below for details). Original shipping fees (the cost paid to ship the order to you) are non-refundable.

Damaged or Incorrect Items

We take great care to package your order safely, but if your order arrives damaged or if you receive an incorrect item, we will make it right. Damaged, defective, or wrong items are exceptions to our final sale policy on food products and are handled on a case-by-case basis. In such cases, please report the issue to us as soon as possible so we can assist you promptly.

How to Report a Problem: If you received a damaged product or the wrong item, please contact our customer support within 48 hours of receiving your delivery. You can reach us by email at hello@thechunkypigeon.co.uk. In your message, please include:

Your order number and date of purchase.
A description of the issue (e.g. item arrived broken, wrong item received, missing item, etc.).
Photographs clearly showing the damage or the incorrect item, as well as the packaging if it was damaged.

Providing this information will help us assess the situation quickly. Please do not dispose of any damaged item or its packaging, as we may need it for inspection or evidence for a claim with our delivery partners.

Resolution: After receiving your report and evidence of the problem, our team will review the case. If we confirm that an item was damaged in transit or an incorrect item was sent, we will offer a resolution in line with your preference and our inventory availability. This typically means:

Replacement: We will send you a new replacement item as soon as possible (at no additional cost to you). – For perishable items, we will arrange a fresh batch to be sent out on the next available shipping date.
Refund or Store Credit: If a replacement is not feasible (for example, the item is out of stock or was a limited edition), we may issue you a full refund for that item or provide store credit, at our discretion.

We will keep you informed throughout the resolution process. Our goal is to ensure you receive the products you ordered in good condition.

Refund Processing

If a refund is agreed upon and approved (whether for a returned merchandise item or a resolved damage/issue claim), we will process the refund to your original method of payment. Please allow 5-10 business days for the refunded amount to appear on your bank or credit card statement. The exact timing can vary depending on your payment provider or bank. We will notify you via email once the refund has been initiated on our end.

If you haven’t received an expected refund after 10 business days, please first check with your bank or credit card company, as they may have processing delays. If you still have not received the refund, contact us at hello@thechunkypigeon.co.uk, and we will be happy to assist in investigating the issue.

Company’s Rights and Discretion

Please note that The Chunky Pigeon reserves the right to approve or decline any return or refund request at our sole discretion. We will only grant returns or refunds that meet the conditions outlined in this policy. Any requests falling outside these terms (for example, a request to return a food item that is not damaged or incorrect) will typically be refused.

Instances of abuse of our policy (such as repeated refund requests or false claims) may result in refusal of service. Each case will be assessed fairly and individually by our customer service team. Our decisions on refunds and replacements are final. This policy does not affect your statutory rights as a consumer under UK law; you are entitled to a remedy for faulty goods, as provided by law.

Contact Us

If you have any questions about this Refund Policy or need assistance with a specific issue, please contact us at hello@thechunkypigeon.co.uk.