Refund and Cancellation Policy
Last updated: 5 November 2026
Version: 2.0
1. Scope
This Refund and Cancellation Policy applies to orders placed through BOXXED and related services. It explains standard handling for cancellations, refunds, failed orders, unavailable products, delivery or collection issues and complaints. It does not reduce any rights you have under applicable consumer law.
2. Who Decides Refunds
Unless another seller is clearly identified before purchase, Mrs Samantha Allonby trading as Boxed Events is responsible for deciding and providing refunds or other remedies for products we sell. NibbleKit provides platform tooling that may help us receive requests, view orders or trigger payment-provider refunds, but it does not become the seller or refund decision-maker merely by providing that technology.
3. Before Order Acceptance
Contact us as soon as possible with your order reference and the items or scheduled day you want to cancel. If you withdraw the order before acceptance, we will release any payment authorisation or refund any amount already taken. Your bank may take time to update a pending payment.
4. Fresh, Perishable and Customised Products
The usual change-of-mind right for distance sales does not generally apply to food that deteriorates or expires rapidly. Other exceptions can apply, for example to goods made to your specifications or clearly personalised, or to sealed goods unsuitable for return for health or hygiene reasons once unsealed. The exception depends on the product. If a statutory cancellation right applies, we will provide the required information and honour that right. These exceptions do not affect your rights if an item is faulty, unsafe, missing or not as described.
5. After Order Acceptance
If we offer a free cancellation window for your order, ask to cancel before the cutoff shown for the relevant day. After that cutoff, contact us promptly. We will explain what can still be changed or cancelled, taking account of preparation, dispatch, the type of product and your legal rights. If we cancel an accepted order because we cannot fulfil it, we will refund the cancelled order or items.
6. Faulty, Missing, Unsafe or Not as Described Products
If products are missing, materially different from the accepted order, unsafe, not of satisfactory quality, not as described or otherwise non-conforming, you may be entitled to a refund, replacement, price reduction or other remedy depending on the circumstances and consumer law. You should tell us promptly and provide reasonable evidence where requested.
Contact us promptly so we can investigate. Include the order reference and what was wrong; a photo or label can help if available. There is no blanket 24-hour deadline for statutory claims. Do not eat food you think is unsafe or send perishable food back without speaking to us first. We will explain how to handle the affected item safely.
7. Late Delivery, Non-Delivery or Failed Collection
Delivery and collection issues are handled with our Delivery and Collection Policy. If we cannot fulfil an accepted order, deliver within an essential agreed time, or perform within an appropriate additional period where required, we will provide the cancellation and reimbursement required by law.
8. Substitutions and Product Changes
We will not treat a materially different substitution as accepted merely because you did not respond to a message. Where a substitution changes ingredients, allergens, dietary suitability, quantity, quality or price, we will give appropriate information and, where required, obtain your agreement or provide an appropriate remedy.
9. Refund Method and Timing
Refunds are normally made to the original payment method through the relevant payment provider. Provider and bank processing times vary. Cash or offline refunds, where available, may require separate arrangements. We may need to verify the order, payment and identity before processing a refund.
We process statutory refunds within the applicable legal time limit. Once a card refund is issued, it can take time to appear in your account. If it is late, check the original payment account and contact us with your order reference; we can check when the refund was issued and share the available reference for your bank.
10. Fraud, Abuse and Chargebacks
We may refuse, investigate or defend refund requests that appear fraudulent, abusive, duplicated, manipulated or unsupported. A genuine complaint or chargeback raised in good faith is not prohibited merely because we disagree with it. Knowingly false claims may breach our Acceptable Use Policy.
11. Contact
Questions about this Refund and Cancellation Policy can be sent to:
Mrs Samantha Allonby trading as Boxed Events
128 Midland Road
Royston
Barnsley S71 4QT
United Kingdom
support@boxxedfood.com
07895 986351
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