Returns, refunds & cancellations

The Proper Marmalade Company — Returns, Refunds & Cancellation Policy

Last updated: 26/8/2026

We want you to be happy with your order. If something isn't right, please get in touch and we'll do our best to put it right.

This policy explains what happens if you change your mind, receive something damaged or receive the wrong product.

Nothing in this policy affects your statutory rights as a consumer.

1. If your order is damaged, faulty or incorrect

Please contact us as soon as reasonably possible if:

• your order arrives damaged;
• a jar or other product is broken or leaking;
• you have received the wrong product;
• something is missing from your order; or
• a product is faulty or does not match its description.

Email info@thepropermarmaladecompany.co.uk and include your order number.

If possible, please include photographs of the product and packaging. This helps us understand what happened and, where appropriate, make a claim with the delivery company.

We will assess the problem and, depending on the circumstances and your legal rights, may offer a replacement, refund or another appropriate remedy.

We will not require photographs as a condition of exercising a statutory right where they are not reasonably necessary.

2. If you change your mind

When you buy goods online, you will usually have a legal right to cancel your order without giving a reason.

For most goods, the cancellation period is generally 14 days from the day after you receive the goods.

However, there are legal exceptions to this right.

In particular, the cancellation right does not apply to certain goods that are liable to deteriorate or expire rapidly.

Because we sell food products, whether an exception applies depends on the particular product and circumstances. We will not treat every food product as automatically excluded from cancellation rights.

Where a cancellation right applies to your order, we will tell you how to exercise it and provide the refund required by law.

3. How to cancel

If you have a cancellation right and wish to cancel, please contact us:

Email: info@thepropermarmaladecompany.co.uk

Please provide:

• your name;
• order number;
• the date of the order; and
• the products you wish to cancel.

You may simply tell us that you wish to cancel. You do not have to use a particular form of words.

4. Returning goods

Where you have a legal cancellation right and need to return goods, we will provide appropriate instructions.

Unless the law says otherwise, goods should be returned within the applicable period after you tell us that you are cancelling.

Where a customer is legally responsible for return postage, we will tell you this before you return the goods.

Where goods are faulty, damaged, incorrect or otherwise do not comply with your legal rights, we will deal with the return costs and remedy in accordance with the circumstances and applicable law.

5. Refunds

Where you are legally entitled to a refund, we will make the refund using the original payment method unless we agree another method with you.

Where the law specifies a particular refund period, we will comply with that period.

Depending on the circumstances, the law may allow us to wait until goods have been returned or you have provided evidence that they have been returned.

We will not charge an administration fee for exercising a statutory cancellation right.

6. Products that cannot be returned for cancellation

Certain products are excluded from statutory cancellation rights.

For The Proper Marmalade Company, this may include products that are liable to deteriorate or expire rapidly and any other products that fall within a legal exception.

If a particular product is excluded from the statutory cancellation right, this will not remove your rights if the product is faulty, damaged, not as described or otherwise fails to meet the legal standards that apply to goods.

7. Personalised or made-to-order products

If we offer personalised or made-to-order products, statutory cancellation rights may not apply in some circumstances where the law provides an exception.

We will explain any applicable exception before you place the order.

This does not affect your rights if the product is faulty, damaged or otherwise does not comply with your legal rights.

8. Gifts

If you purchased an item as a gift and the recipient has a problem with it, please ask the original purchaser to contact us where possible.

We may need to confirm the original order details before processing a refund.

This does not affect any statutory rights that apply to the recipient.

9. What we need from you

When contacting us about a return, refund or problem with an order, please give us as much useful information as possible.

Your order number and photographs can often help us resolve the matter much more quickly.

Please don't throw away a damaged product or its packaging until we've had an opportunity to discuss the issue with you, unless it is unsafe to keep.

10. Our promise

We're a small artisan food business and we would much rather sort out a genuine problem than make you navigate unnecessary bureaucracy.

If something has gone wrong with your order, please contact us and we'll look at it fairly and promptly.

Nothing in this policy limits or removes your statutory consumer rights.

11. Contact us

The Proper Marmalade Company
Email: info@thepropermarmaladecompany.co.uk
Trading Address: The Proper Marmalade Shop, 9 Belgrave Promenade, Ilfracombe, EX34 9AS.