Refund policy

Returns (‘Dry’ Non-Perishable Goods only)

When you shop online you have the right to a “cooling-off” period of 14 calendar days in the EU (Consumer Contracts Regulations) and 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller.  

Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds.

If you wish to return any ‘Dry’ non-perishable products, please notify us within 24 hours of receiving your delivery.  Returns must be made at your own cost within 7 days of receiving your delivery.  Please note that we can only accept the return of ‘Dry’ non-perishable products that have not been opened – we cannot accept returns of any fresh or frozen products.  Returns must be received in their original condition, unopened, and sealed. 

Several types of goods are exempt from being returned including perishable goods such as food.

Additional non-returnable items:

  • Gift cards
  • HuliHuli Chicken
  • Gravy

To complete your return, we require a receipt or proof of purchase / your order number.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Damaged items

We aim to ship everything in customised packaging that is safe and approved by our courier partners. If for any reason your package is damaged through no fault of your own please email us at order (at) hulihuli.co.uk with an image of the product and explain what happened. If the products are faulty through no fault of your own we’ll happily refund or replace the product.

Cancellations (‘Dry’ Non-Perishable and Frozen Goods only)

When you shop online you have the right to cancel your purchase for a full refund until 14 days after it was delivered in the EU (Consumer Contracts Regulations) and up to 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller.  Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds.

Requests for cancellations must be made 24 hours before your Dispatch Date – see your Order Confirmation email and Order History for details. The Can’t Stop Cooking LTD buys in perishable products specifically to fulfill the orders we receive, and we cannot cancel or refund orders for the perishable products once we have sourced them at your instruction.  These exceptions include:

  • Fresh meat
  • Fresh poultry
  • Fresh seafood
  • Fresh cheese
  • Cooked Rice
  • Cooked Pasta

Please make sure you are happy with your Basket before making payment and completing your order.  Please check your Order Confirmation email to review the details of the order that you have submitted.

Refunds (if applicable)

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, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at order (at) hulihuli.co.uk.

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at order (at) hulihuli.co.uk.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

To return your product, once we accept the return, we will send you a postage address.

You will be responsible for paying for your own shipping costs for returning your 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 your exchanged product to reach you may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.