Returns & Refund Policy

Effective Date: 22/07/2026

Last Updated: 22/07/2026

1. Introduction

This Returns & Refund Policy explains your rights and our procedures regarding the return of products purchased from TAU FOODS LTD.

Nothing in this Policy limits or excludes your statutory rights under the laws of England and Wales.

By placing an order through our website, you agree to this Policy together with our Terms of Service.

2. Company Information

TAU FOODS LTD

Company Number: 17274450 Registered Office: 124 City Road, London EC1V 2NX

United Kingdom, Website:https://taufoods.co.uk, Email:contact@taufoods.co.uk

Telephone:07932323209

3. Your Consumer Rights

If you purchase products as a consumer, you are protected by applicable consumer protection legislation, including the Consumer Rights Act 2015.

If products supplied by TAU FOODS LTD are:

• faulty;
• unsafe;
• not as described;
• not of satisfactory quality; or
• not fit for their intended purpose,

you may be entitled to a repair, replacement, refund or other remedy as provided by law.

4. Products That Cannot Normally Be Returned

Due to health protection, hygiene requirements and food safety legislation, certain products cannot normally be returned simply because you have changed your mind.

These include, where applicable:

• fresh food;
• chilled food;
• frozen food;
• bakery products;
• products with a short shelf life;
• opened food products;
• opened beverages;
• products that have deteriorated after delivery due to incorrect storage;
• sealed products that have been opened and are not suitable for return for health or hygiene reasons.

This does not affect your legal rights where products are faulty or supplied incorrectly.

5. Change of Mind

Where the law provides a right to cancel, customers may exercise that right in accordance with applicable legislation.

However, many grocery products sold by TAU FOODS LTD are exempt from cancellation rights due to their nature.

Customers should contact us before returning any product.

5A. Voluntary Returns Window – Non-Perishable Products

In addition to your statutory rights, TAU FOODS LTD offers a voluntary returns window of 7 days from the date of delivery or collection for non-perishable products.

To be eligible for a voluntary return, products must:

• be non-perishable (for example ambient grocery items, tinned or packaged goods, confectionery and non-chilled beverages);
• remain unopened and in their original, undamaged packaging;
• remain suitable for resale;
• be accompanied by proof of purchase.

The products listed in section 4 are excluded from this voluntary window. This includes fresh, chilled and frozen food, bakery products, products with a short shelf life, opened food products and opened beverages, and sealed products that have been opened and are not suitable for return for health or hygiene reasons.

Customers must contact TAU FOODS LTD before returning any product. Returns sent without prior agreement cannot be accepted.

Where a voluntary return is accepted, the customer is responsible for the cost of returning the product. Where a product is faulty, damaged, incorrect or otherwise not as described, section 7 applies instead and return costs will not be charged to the customer.

Refunds for accepted voluntary returns will be issued using the original payment method in accordance with section 13.

This voluntary returns window is offered in addition to, and does not limit or replace, any statutory rights available to you under the laws of England and Wales.

6. Returning Eligible Products

Where a return is accepted, products should normally:

• be unused where appropriate;
• remain unopened where applicable;
• be returned in their original packaging where reasonably possible;
• be accompanied by proof of purchase if requested.

Failure to meet these conditions does not automatically remove your statutory rights but may affect whether a voluntary return can be accepted.

7. Faulty, Damaged or Incorrect Products

If you receive products that are:

• damaged;
• faulty;
• missing;
• incorrect; or
• materially different from your order,

please contact TAU FOODS LTD as soon as reasonably practicable after receiving your order.

To help us investigate your claim, we may reasonably request:

• your order number;
• photographs of the affected product;
• photographs of the packaging;
• a description of the issue.

This information helps us resolve claims fairly and efficiently.

8. Perishable Food Products

Fresh, chilled and frozen food products should be inspected as soon as reasonably practicable after delivery or collection.

Customers should refrigerate or freeze products promptly in accordance with the manufacturer’s instructions.

TAU FOODS LTD cannot accept responsibility for deterioration caused by improper storage after delivery or collection.

9. Alcoholic Beverages

Alcoholic beverages may be eligible for a refund or replacement where they:

• arrive damaged;
• are faulty;
• are supplied incorrectly; or
• must be refunded under applicable law.

Alcohol purchased in error or no longer wanted may not be eligible for return where an exemption under applicable legislation applies.

10. Household, Toiletries and Health Products

Household products, toiletries, vitamins and similar goods may be eligible for return where permitted by law and where they remain suitable for resale.

For hygiene reasons, opened products may not be accepted unless they are faulty or otherwise required to be accepted by law.

11. Refund Process

Once we receive your request, TAU FOODS LTD will review the information provided and, where appropriate, investigate the matter.

Depending on the circumstances, we may:

• approve a full refund;
• approve a partial refund;
• offer a replacement product;
• offer a suitable alternative product (with your agreement);
• request additional information before making a decision; or
• decline the request where a refund is not required under applicable law.

Each request is assessed individually, taking into account the nature of the product and the circumstances of the claim.

12. Replacement Products

Where appropriate and subject to availability, TAU FOODS LTD may offer a replacement instead of a refund.

Replacement products will normally be offered where:

• the incorrect product was supplied;
• the product was damaged before delivery;
• the product was faulty;
• the product does not correspond with the order.

If a replacement is unavailable, we may offer an alternative remedy in accordance with applicable law.

13. Refund Method

Approved refunds will normally be made using the same payment method used for the original purchase.

Where this is not reasonably possible, an alternative refund method may be agreed with the customer.

We are unable to issue refunds to a different person unless required by law.

14. Refund Times

Once a refund has been approved, TAU FOODS LTD will process it as soon as reasonably practicable.

The time it takes for funds to appear in your account depends on your payment provider or financial institution.

We are not responsible for delays caused by banks, card issuers or payment service providers after a refund has been processed.

15. Partial Refunds

Where only part of an order is affected, we may provide a partial refund relating to the affected products.

This may apply where:

• only some items are damaged;
• only some items are incorrect;
• only part of the order cannot be fulfilled; or
• another remedy is appropriate under applicable law.

16. Evidence Supporting a Claim

To help us assess claims fairly, TAU FOODS LTD may reasonably request supporting evidence.

Depending on the circumstances, this may include:

• photographs of the product;
• photographs of the packaging;
• batch numbers or expiry dates where visible;
• details of the issue;
• confirmation of when the problem was discovered.

Providing supporting information helps us investigate claims efficiently and improve our quality standards.

17. When a Refund May Be Refused

Where permitted by applicable law, TAU FOODS LTD may refuse a refund where:

• the claim is fraudulent or intentionally misleading;
• the product has deteriorated because it was not stored in accordance with the manufacturer’s instructions after delivery or collection;
• the issue resulted from misuse, neglect or accidental damage after delivery;
• the customer refuses to provide information reasonably required to assess the claim;
• the request falls outside the customer’s statutory rights and does not qualify under any voluntary returns policy offered by TAU FOODS LTD.

Each request will be considered on its own merits.

18. Product Recalls

If a manufacturer or competent authority issues a product recall, TAU FOODS LTD will take appropriate action in accordance with applicable law.

Where reasonably practicable, affected customers may be contacted using the information held for their order or customer account.

Customers should follow any recall instructions provided by the manufacturer or by TAU FOODS LTD.

19. Chargebacks

If a customer initiates a chargeback or payment dispute, TAU FOODS LTD reserves the right to provide relevant order, payment and delivery records to the payment provider or financial institution to assist in resolving the dispute.

Nothing in this section limits the customer’s legal rights to raise a legitimate payment dispute.

20. Fraud Prevention

To protect our customers and our business, TAU FOODS LTD may investigate refund requests where fraud or abuse is reasonably suspected.

Examples include:

• repeated claims that appear inconsistent with order history;
• intentionally false or misleading information;
• attempts to obtain refunds for products that were delivered correctly;
• repeated abuse of goodwill gestures or promotional arrangements.

Any investigation will be conducted fairly, proportionately and in accordance with applicable law.

21. Complaints

If you are dissatisfied with our decision regarding a return or refund, you may contact TAU FOODS LTD using the details provided below.

We will review your concerns fairly and respond within a reasonable period.

Nothing in this Policy limits your statutory rights or your right to seek independent advice or pursue any remedy available under applicable law.

22. Changes to this Policy

TAU FOODS LTD may amend this Returns & Refund Policy from time to time to reflect changes in our business operations, products or legal obligations.

The latest version will always be published on our website.

23. Contact Us

TAU FOODS LTD

Company Number: 17274450

Registered Office:124 City Road, London, EC1V 2NX United Kingdom, Website:https://taufoods.co.uk, Email:contact@taufoods.co.uk, Telephone:07932323209

Final Statement

TAU FOODS LTD is committed to dealing with returns and refund requests fairly, consistently and in accordance with applicable consumer protection laws.

We encourage customers to inspect their orders promptly upon delivery or collection and to contact us as soon as possible if they believe a product has been supplied incorrectly, damaged or is otherwise not of satisfactory quality.

Nothing in this Returns & Refund Policy limits or excludes any statutory rights available to consumers under the laws of England and Wales.

7A. Reporting Problems

Customers are encouraged to inspect their order as soon as reasonably practicable after delivery or collection.

To enable TAU FOODS LTD to investigate issues promptly, customers should notify us of any missing, damaged, incorrect or defective products within 24 hours of delivery or collection, wherever reasonably possible.

Reports should include, where applicable:

• the order number;
• the name of the affected product(s);
• a description of the issue;
• clear photographs of the product;
• photographs of the packaging and any visible damage;
• photographs showing any relevant use-by or best-before dates where applicable.

Prompt reporting helps us:

• investigate the issue while products remain in their original condition;
• review delivery and handling records;
• identify supplier or manufacturing issues;
• improve our quality control procedures.

Where notification is significantly delayed, it may become more difficult for TAU FOODS LTD to verify the cause of the issue or determine whether the condition arose before or after delivery.

Failure to notify us within 24 hours does not automatically affect or remove any statutory rights you may have under applicable consumer protection legislation. However, delayed notification may affect our ability to investigate the circumstances of your claim and the evidence available.

Customers should retain the affected product, its packaging and any remaining contents until we have completed our initial assessment, unless disposal is necessary for health or safety reasons or we advise otherwise.

7B. Missing Items

If you believe that an item is missing from your order, please notify TAU FOODS LTD within 24 hours of delivery.

Before contacting us, we recommend checking:

• all delivery bags and boxes;
• insulated bags used for chilled or frozen products;
• substitution notices included with the order;
• your order confirmation and delivery receipt.

Where a genuine packing error has occurred, we will investigate the matter and, where appropriate, provide a replacement, refund or another suitable remedy in accordance with applicable law.

7C. Quality Concerns

If you believe that a food product is not of satisfactory quality, please stop using the product where appropriate and contact TAU FOODS LTD as soon as reasonably practicable.

Depending on the circumstances, we may request:

• photographs of the product;
• photographs of the packaging;
• batch or lot numbers;
• use-by or best-before dates;
• details of how the product was stored after delivery.

In some cases, we may ask customers to retain the product for collection, inspection or return where reasonably necessary to investigate the matter.

7D. Product Substitutions

From time to time, a product ordered by a customer may become unavailable due to stock shortages, supplier issues or other unforeseen circumstances.

Where substitutions are available, TAU FOODS LTD may offer a suitable alternative product only where the customer has selected or otherwise agreed to accept substitutions during the ordering process.

Where a customer has indicated that substitutions are not acceptable, unavailable products will not be substituted.

Instead, we will normally:

• remove the unavailable product from the order;
• refund the amount paid for that product; or
• not charge for the unavailable product where payment has not yet been finalised.

Substitute products will be selected with reasonable care and, where possible, will be of similar:

• type;
• quality;
• quantity or size;
• intended use;
• value.

Although we make every effort to provide suitable alternatives, substitute products may differ in:

• brand;
• packaging;
• country of origin;
• ingredients;
• allergens;
• nutritional values;
• appearance.

Customers are responsible for checking the product information and allergen information supplied with any substitute product before consumption or use.

Nothing in this section limits any statutory rights available to consumers.

7E. Refusing a Substitute Product

Where a substitute product has been supplied in accordance with the customer’s substitution preferences, the customer may contact TAU FOODS LTD if they believe the substitute is unsuitable.

Each request will be considered individually.

Where appropriate, we may:

• provide a refund for the substituted product;
• arrange collection where reasonably necessary;
• offer another suitable remedy in accordance with applicable law.

This does not affect the customer’s statutory rights.

7F. Availability of Products

The products displayed on our website are subject to availability at the time your order is picked and prepared.

Stock levels may change between the time an order is placed and the time it is prepared.

For this reason, inclusion of a product in your online basket or order confirmation does not guarantee that the product will ultimately be available for delivery or collection.

TAU FOODS LTD will make reasonable efforts to keep stock information accurate but cannot guarantee real-time stock availability.

7G. Seasonal and Supplier Products

Certain products are available only during particular seasons or while supplier stocks last.

Where a product becomes unavailable after an order has been placed, TAU FOODS LTD may:

• supply an agreed substitute product;
• remove the unavailable product from the order;
• issue a refund for the unavailable product;
• contact the customer where reasonably practicable if further clarification is required.

7H. Pricing of Substitute Products

Where a substitute product is supplied:

• the customer will never be charged more than the price of the original product ordered unless the customer has expressly agreed otherwise before the order is completed;
• if the substitute product has a lower selling price than the original product, the customer will pay the lower price;
• where a substitute product is supplied free of charge as a goodwill gesture, no additional payment will be required.

TAU FOODS LTD aims to ensure that substitutions do not disadvantage customers financially.

7I. Customer Choice

During checkout, customers may be given the option to choose how unavailable products should be handled.

Where available, customers may select one of the following preferences:

• allow suitable substitutions;
• do not substitute unavailable products;
• contact me before making substitutions (where this service is available).

Not all substitution options may be available for every order or every product.

Where a customer has not selected a substitution preference, TAU FOODS LTD will apply the default option displayed during checkout.

7J. Food Safety and Allergen Responsibility

While TAU FOODS LTD takes reasonable care when selecting substitute products, customers remain responsible for checking:

• ingredient lists;
• allergen declarations;
• nutritional information;
• storage instructions;
• use-by or best-before dates,

before consuming or using any substitute product.

Customers with food allergies, intolerances or other dietary requirements should always review the product label supplied with the substitute product, even where a similar product has previously been purchased.

TAU FOODS LTD cannot guarantee that substitute products will contain identical ingredients, allergens or nutritional values to the original product ordered.