Refund policy
At Hearty Flavors, we take care in preparing every order and want your products to reach you exactly as intended.
Because our products are consumable food items, we are unable to accept returns or exchanges for change of mind, taste preference, incorrect selections or products that have been opened or used, unless the product is faulty or otherwise required by applicable law.
If something isn’t right with your order
Please contact us within 48 hours of receiving your order if:
- your product arrives damaged;
- the packaging or seal is compromised;
- you receive an incorrect product;
- an item is missing from your order; or
- the product is past its stated best-before date when delivered.
Please include your order number and clear photographs of the product and packaging so that we can look into it promptly.
Once verified, we will arrange an appropriate replacement or refund.
Product quality concerns
If you discover a genuine quality issue after opening your product, please contact us within 5 days of delivery.
Please provide your order number, photographs and, where possible, the batch or best-before information printed on the packaging. This helps us investigate the issue properly.
Natural spices may vary slightly in colour, aroma and texture from batch to batch. These natural variations do not necessarily indicate a product-quality issue.
Change of mind
For food safety and hygiene reasons, we cannot accept returns or exchanges simply because you have changed your mind, ordered the wrong product or decided that you no longer want the item.
We therefore recommend reviewing your order carefully before completing your purchase.
Order changes & cancellations
If you need to amend or cancel an order, please contact us as soon as possible after placing it.
We will always do our best to help. However, once an order has been packed or dispatched, we may no longer be able to make changes or cancel it.
Refunds
Once a refund has been approved, it will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Where only part of an order is affected, the refund will generally apply to the affected item only. Original delivery charges are non-refundable unless the entire order is being refunded because of an error on our part.
Promotional purchases
Where an approved refund relates to a discounted or promotional purchase, the refund will be based on the amount actually paid for the affected product.
If a complimentary gift formed part of a qualifying promotion, we may take the value of the promotion into account when determining the refund where appropriate.
Need help?
If something isn’t quite right, please get in touch with us at hello@heartyflavors.co
We’ll review the situation carefully and do our best to make it right.