At 4Way Foods, we take pride in the quality and care of our grocery deliveries. We understand that sometimes things go wrong, and we’re committed to resolving issues fairly and in line with your consumer rights.
This policy outlines your options for cancellations, refunds, returns, and what to expect if there’s an issue with your order.
1. Cancelling or Amending Your Order
- You may amend or cancel your order up until 10:00 PM the night before your scheduled dispatch.
- Cancellations or changes cannot be made on the day of dispatch.
- Orders must be cancelled via your 4Way Foods online account or by contacting our Customer Support Team via orders@4wayfoods.co.uk.
- Orders that are not cancelled before the cut-off time will be charged and delivered as scheduled.
2. Missed Deliveries and Automatic Cancellations
- If no one is available to receive the delivery during the agreed time slot, and we cannot contact you or safely leave the goods, the order will be returned to our fulfilment centre.
- If we do not hear from you within 24 hours, the order will be cancelled and:
- Refunded (excluding fresh/chilled/frozen items and the delivery fee).
- A redelivery charge of £4.99 may apply if you wish to rebook the order.
3. Perishable, Fresh, Chilled and Frozen Items
- Due to strict food safety regulations, the following cannot be returned or refunded unless faulty:
- Fresh produce
- Dairy, meat and chilled items
- Frozen foods
- Items past their expiry or “best before” date
- These items are non-returnable once delivered, unless they are damaged or unfit for consumption on arrival.
4. Reporting Issues with Your Order
If something isn’t right, we want to hear about it.
You can report:
- Damaged or missing items
- Substitutions you did not accept
- Short-dated or expired goods
- Defective or spoiled products
You must notify us:
- Within 24 hours of delivery
- Via our website or by emailing orders@4wayfoods.co.uk
We may request:
- A photograph of the item
- A description of the issue
- Your order number
5. Approved Refunds & Returns
- If approved, your refund will be processed to your original payment method within 5-10 working days.
- If we agree to collect goods (non-perishables only), they must be:
- Unopened
- In their original packaging
- Returned in good, resalable condition
6. What You Cannot Return
Unless faulty, we are unable to accept returns on the following items:
- Fresh, chilled, or frozen foods
- Baby food or baby milk formula
- Opened or unsealed health or hygiene items
- Gift vouchers or eGift cards
- Items made to order or personalised
- Products returned after 14 days from delivery
7. Promotional Items and Voucher Refunds
- If your order used a voucher or discount, the refund amount may be adjusted to reflect that discount.
- Any refunded item that formed part of a multi-buy or promotional offer may impact the refund value.
- Delivery charges will only be refunded if the entire order is returned and you cancel within 14 days of receiving your order (excludes perishable items).
8. Your Statutory Rights
Our returns and refunds policy is in addition to your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These laws provide you with the right to:
- Cancel within 14 days of delivery (except for perishable or exempt goods).
- Return faulty or misdescribed goods for a refund or replacement.
Need Help?
Our team is here to help.
📧 Email: orders@4wayfoods.co.uk
Mon–Fri, 9am–6pm