Last updated: 30 April 2026
1. Introduction
This Refund and Return Policy applies to all purchases made through www.walmth.co.uk operated by Warmthfoods Ltd. Company number 16317046 registered at 86-90 Paul Street, London. EC2A 4NE, United Kingdom. We are a food business registered with Waltham Forest Council. We comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
2. Your right to cancel — and important food exemptions
Under UK law, consumers normally have 14 days to cancel an online order without giving a reason. However, the Consumer Contracts Regulations 2013 specifically exclude the following from this cooling-off right:
- Goods that are liable to deteriorate or expire rapidly (most fresh, chilled, and frozen food)
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed (e.g. opened food and drink)
- Goods made to your specifications or clearly personalised (e.g. custom hampers, bespoke cakes)
For all other items (e.g. unopened, preserved ambient/dry goods, for example, preserved condiments and bottled preserved sauces—you have 14 days minimum, or extendable to e.g. 30 days as a goodwill gesture] from receipt to cancel. Items must be unopened, unused, and in their original packaging.
3. Faulty, damaged, spoiled or incorrect items
Your statutory rights under the Consumer Rights Act 2015 always apply. All food we supply must be of satisfactory quality, fit for purpose, and as described. If your order arrives:
- Spoiled, off, or past its use-by/best-before date
- At an unsafe temperature (chilled goods warm, frozen goods thawed)
- Damaged or missing items
- Different from what was ordered
then, please contact us within 24–48 hours of delivery for chilled/frozen, or 7 days for ambient at contact@walmth.co.uk with your order number and a photograph of the problems with the product as well as the delivery packaging if temperature-related.
We will offer a full refund or replacement at our discretion. You do not need to return spoiled or unsafe food — please dispose of it safely. We may ask for photographic evidence and, if appropriate, the use-by/best-before label.
4. Allergen and labelling errors
We take allergens extremely seriously. If you believe an allergen has been mislabelled or omitted from product information, stop consumption immediately and contact us at contact@walmth.co.uk or our customer service number. 02036215932. If you are experiencing a medical reaction, call 999. We will investigate, refund, and where required notify the Food Standards Agency.
5. Items that cannot be returned
In line with UK law and food safety, the following cannot be returned (unless faulty or unsafe):
- Fresh, chilled, or frozen food
- Any food where the seal has been broken
- Made-to-order, personalised, or bespoke items
- Items past their best-before or use-by date by the time you wish to return them Alcoholic drinks where the seal has been broken.
6. How to return eligible (non-perishable) items
- Email us at contact@walmth.co.uk with your order number, and timed within your return window as stated above.
- Send the item back within 14 days of notifying us, unopened and in original packaging
- Return postage costs: Return postage will be reimbursed by us if the product is agreed to be faulty.
7. Refunds
Refunds are processed within 14 days of us receiving the returned goods or, for spoiled/faulty items, within 14 days of confirming the issue. Refunds are issued to the original payment method. We will refund the price paid for the item plus standard delivery charges (premium delivery upgrades are not refunded).
8. Cancelling an order before dispatch
You can cancel any order at no cost before we begin preparing or dispatching it. Contact us as soon as possible at contact@walmth.co.uk. Once fresh or made-toorder items have entered preparation, we may not be able to cancel.
9. Contact us about returns
Email: contact@walmth.co.uk
Phone: +44 2036215932
Address: Returns Department, Walmthfoods Ltd, Unit C11 Argall Industrial Estate, London E10 7QP
Delivery Policy
Last updated: 30 April 2026
1. Where we deliver
We deliver to mainland UK only. Due to the perishable nature of our products, we may exclude certain remote postcodes (e.g. Scottish Highlands, Northern Ireland, offshore islands) where next-day delivery cannot be guaranteed.
2. Delivery options and costs
We offer the following delivery options.
- Standard delivery (ambient/dry goods):
- Next-day chilled/frozen delivery:
- Named-day delivery: with chosen delivery date at checkout •
- Click & collect: free — collect from named location, for example for same day ready meals.
Free delivery threshold: Orders over £50 qualify for free standard delivery.
3. Temperature-controlled delivery
Chilled and frozen items are dispatched in insulated packaging with sufficient ice packs or dry ice to maintain a safe temperature in transit, in line with the Food Safety and Hygiene (England) Regulations 2013 (or equivalent regulations in Scotland, Wales and Northern Ireland).
- Chilled goods are maintained at 8°C or below; frozen goods at -18°C or below
- Items must be refrigerated or frozen as appropriate immediately on receipt
- Insulated packaging is recyclable where the local authority accepts it. Ice packs can be reused or drained and recycled
4. Order processing and dispatch
Orders for chilled/frozen items are dispatched Monday to Wednesday/Thursday to avoid weekend transit. Ambient orders ship Monday to Friday Orders placed after 12pm GMT or on weekends/bank holidays are processed the next working day.We strongly recommend selecting a delivery date when you will be home to receive perishable items.
5. Failed or missed deliveries (perishable items)
Important: Because our products are perishable, we cannot accept liability for spoilage if:
- You are not present to receive the delivery and the courier leaves it in a safe place per your instructions
- You provide an incorrect address
- You fail to collect a parcel from the courier within their stated holding period
Please ensure someone is available to receive perishable orders and refrigerate them immediately. If you instruct the courier to leave a chilled/frozen parcel in a safe place, this is at your own risk.
6. Lost or damaged parcels
If your parcel arrives damaged or has not arrived within 2 working days of dispatch for chilled, 10 days for ambient contact us within 24 hours at contact@walmth.co.uk with photos of the packaging and contents, if damaged. We will investigate with the courier and arrange a refund or replacement if issue proven.
7. Age verification — alcohol orders
Under the Licensing Act 2003, it is a criminal offence to sell alcohol to anyone under 18 in England and Wales (under 18 in Scotland and Northern Ireland). We operate Challenge 25 on all alcohol deliveries.
- At checkout, you must confirm you are 18 or over
- On delivery, an adult aged 18+ must be present to sign and may be asked to show photo ID (passport, photocard driving licence, or PASS-accredited proof of age card)
- Alcohol cannot be left in a safe place — if no eligible adult is present, the order will be returned and a redelivery fee may apply
- We reserve the right to refuse delivery if the recipient appears under the age of 25 and cannot provide valid ID
8. Our couriers
We may use a variety of logistics agencies for delivery. e.g. DPD, Royal Mail Tracked 24, APC Overnight. We may also use specialist food/temperature-controlled providers. The courier used depends on the contents and destination of your order.
9. Estimated delivery times
Delivery time estimates are not guaranteed. Under UK law, unless we agree otherwise, we will deliver within 30 days of order. For perishable goods this is much shorter — if we cannot deliver within the timeframe stated at checkout, we will contact you and you have the right to cancel for a full refund.