Return and refund policy

1. Introduction

At Simply Menus, we strive to provide high-quality products and excellent customer service. If, for any reason, you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy outlines your rights under UK consumer law, including the Consumer Rights Act 2015, and explains how to return items and request refunds.

2. Returns

Eligibility for Returns

You have the right to return an item within 14 days of receiving it for a full refund or exchange, provided the following conditions are met:

  • The item is unused and in its original packaging.
  • The item is in the same condition that you received it, with all tags and accessories included.
  • You provide proof of purchase, such as an order confirmation or receipt.

Please note that certain items, such as personalised or bespoke products, are not eligible for return unless faulty or damaged.

How to Return an Item

To initiate a return, please follow these steps:

  1. Log into your Simply Menus account and view your order history.
  2. Select the item you wish to return and complete the return request form.
  3. Our customer service team will review your request and provide return instructions, including the return address.

Please ensure that the returned item is securely packaged to prevent any damage during transit.

3. Refunds

Refund Process

Once we receive and inspect your returned item, we will notify you via email about the status of your refund. If your return is approved, we will issue the refund to your original payment method. Please allow 5-7 working days for the refund to appear in your account, depending on your payment provider.

Partial Refunds

In certain circumstances, only partial refunds may be granted:

  • If the item is returned damaged, missing parts, or not in its original condition due to reasons not caused by our error.
  • If the return is initiated after the 14-day return window has closed.

Non-Refundable Items

The following items are non-refundable unless faulty:

  • Personalised or bespoke products.
  • Gift cards.
  • Items purchased during a clearance sale.

4. Exchanges

If you wish to exchange an item for a different product, you can do so by following the return process outlined above. Once we receive your returned item, we will send the replacement product. Please note that exchanges are subject to stock availability.

5. Faulty or Damaged Items

If your item arrives damaged or faulty, you are entitled to a full refund or replacement. Please contact our customer service team within 30 days of receiving the item to report the issue. We will arrange for the faulty item to be returned at no additional cost to you.

To report a damaged or faulty item:

  1. Log into your Simply Menus account.
  2. View your order history and select the relevant order.
  3. Complete the return form, providing details and photographs of the damage or fault.

6. Return Shipping Costs

For standard returns, the cost of return shipping is the responsibility of the customer, unless the item is faulty or damaged. In such cases, we will cover the return shipping costs. We recommend using a tracked shipping service to ensure your item is safely returned.

7. Cancelling an Order

Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of placing it. To cancel an order, please contact us immediately. If your order has already been dispatched, you will need to follow the return process once you receive the item.

8. Incorrect Shipping Address

I have entered my shipping details incorrectly. What should I do?

If you have entered your shipping details incorrectly, we are unable to change the address once the parcel is in transit or has been delivered to the address provided at checkout. In such cases, you will need to contact the courier directly for advice. Unfortunately, this means we cannot resend the parcel to a new address unless the order is replaced.

My parcel was returned to the sender due to an incorrect address or not collected from the parcel shop. What are my options?

If your parcel is returned to us because of an incorrect address or it was not collected from the parcel shop, you have two options:

  1. Re-dispatching the parcel:
    If you would like us to resend the parcel, there will be a re-dispatching fee of £4.95 for each parcel. Once the payment for the re-dispatching fee is received, we will arrange for your parcel to be sent to the correct address.

  2. Requesting a refund:
    If you prefer a refund, please be aware that a restocking fee will be applied. This fee is 20% of the total value of your order or £4.95, whichever is greater. This charge helps cover the expenses associated with processing, handling returns, and restocking items.

9. Contact Us

If you have any questions about returns, refunds, or exchanges, please don't hesitate to contact our customer service team at:

Contact us : Click here 
Postal Address: Simply Menus, Unit 7 Langford Hall, Witham Road, Maldon, Essex, CM9 4ST, UK

We are committed to providing a seamless shopping experience and ensuring your satisfaction with our products.