Return & Refund Policy

This policy applies to all products sold on CNMART.co.uk, with specific terms for non-food items, perishable food & drinks, and age-restricted alcohol products.

 

1. Non-Food Items (General Goods)

This section includes kitchenware, accessories, alcoholic beverages, and other non-perishable products.

Under the Consumer Contracts Regulations 2013, you may cancel or return your order within 14 days of receiving it.

Returned items must be:

  • unused,
  • in their original packaging,
  • and in resaleable condition.

To request a return, please email info@cnmart.co.uk with your order number.
Return postage is the customer’s responsibility unless the return is due to our error.

Refunds will be issued to your original payment method within 3–5 working days after inspection.

 

2. Food & Drink Products (Perishable Goods)

2.1 Food Order Cancellations (Before Dispatch)

Perishable goods are not eligible for the standard 14-day cancellation period under UK law.
Change-of-mind cancellations are only accepted before dispatch.

Once dispatched, perishable items cannot be cancelled or returned for reasons such as:

  • change of mind,
  • mistake or accidental ordering,
  • taste or preference.

 

2.2 If There Is an Issue With Your Food Order

You are fully protected under UK consumer law.

If your item arrives:

  • damaged,
  • incorrect,
  • missing, or
  • past its expiry date,

please contact:

📧 info@cnmart.co.uk
⏱ Within 7 days of delivery
📸 Include your order number and clear photos

We will arrange a refund or replacement depending on availability.
If a replacement is unavailable due to stock shortages, a full refund will be issued.

 

2.3 Goodwill Returns (Unopened Food Items)

Although not required by law, we may accept returns of unopened and unused food products within 14 days, if:

  • the item is completely unopened and in the original packaging;
  • the item remains within its Best Before date;
  • return approval has been granted before you send it back.

Return postage is the customer’s responsibility unless the issue was caused by our error.

This goodwill policy does not affect your statutory rights under the Consumer Rights Act 2015.

 

2.4 Storage, Allergies & Consumption (Important Notes)

For safety and compliance reasons, we cannot accept returns or refunds for:

  • items damaged due to improper storage after delivery;
  • allergic reactions or intolerance (full ingredients are provided online);
  • dissatisfaction with heat level or flavour intensity (e.g., spicy foods);
  • any food product that has been opened after delivery.

Customers are responsible for checking all ingredient and allergen information before consuming any item.

 

3. Alcohol (Age-Restricted Products)

Alcohol is treated as non-perishable general goods and may be returned within 14 days if it is:

  • unopened,
  • unused,
  • in its original packaging.

For hygiene, safety, and legal compliance, opened alcohol products cannot be returned.

Age verification may be required during checkout or delivery under UK licensing regulations.

 

4. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • opened or partially used food and drink items
  • opened alcoholic beverages
  • health, beauty, or personal-care products

The following discounted items are also non-returnable unless faulty or not as described:

  • short-dated items
  • near Best Before items
  • Good to Go items
  • Best Before passed products
  • clearance or reduced-price stock

4.1 Definition of Short-Dated / Good to Go Products

Products listed as short-dated, near Best Before, Good to Go or Best Before passed
are clearly marked on the product page and sold at a reduced price.
These items are non-refundable unless faulty.

 

5. Refunds (If Applicable)

Once your return is received and inspected, we will email you regarding approval or rejection.

Approved refunds will be processed to your original payment method within 3–5 working days.
Delivery and shipping fees are non-refundable.

 

6. Late or Missing Refunds

If you have not received your refund within 10 working days:

1.    Check with your bank or card provider

2.    If still unresolved, contact info@cnmart.co.uk

 

7. Return Shipping

Before returning any item, please contact us for instructions.
Do not send returns to the manufacturer.

Approved returns must be:

  • securely packaged,
  • sent via a reliable courier.

For returns valued above £45, we recommend using a tracked and insured service.

Refunds or replacements are processed after inspection.

 

8. Undeliverable or Incorrect Address

If an order is returned to us due to:

  • an incorrect or incomplete address provided by the customer,
  • repeated failed delivery attempts,
  • or refusal to accept the parcel,

we can reship once additional postage is paid.

Refunds for perishable items cannot be issued in such cases.
For non-food items, original shipping fees will be deducted from any refund.

 

9. Gift Orders

If your order was purchased as a gift and shipped directly to you, any approved refund will be issued to the original purchaser’s payment method.

 

10. Customer Service Response Time

We aim to respond to all return or refund enquiries within 24 hours on business days.

 

11. Legal Notice

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Nothing in this policy affects your statutory rights.

This policy forms part of our Terms & Conditions and is governed by the laws of England and Wales.