Returns & refunds

Something wrong with your order?

Tell us within 24 hours of delivery if anything is missing, damaged, past its date or not what you ordered. Call +44 7480 451557 or use the contact form with your order number and a photo if the item is damaged. We will replace it on your next delivery or refund it — your choice.

Changing your mind

If you are buying as a consumer, you have 14 days from delivery to change your mind about most items, and a further 14 days to return them. The goods must be unopened, unused and in a resaleable condition.

What cannot be returned

By law, the right to change your mind does not apply to:

• perishable or short-dated food;
• chilled or frozen goods;
• items sealed for health or hygiene reasons where the seal has been broken;
• anything mixed inseparably with other items after delivery.

This does not affect your rights if the goods are faulty, damaged or misdescribed.

Trade customers

Business customers do not have the statutory cancellation rights consumers have. We will still put right anything damaged, short-dated or incorrectly supplied — contact us within 24 hours of delivery. Returns of correctly supplied stock are at our discretion and may be subject to a restocking charge.

How refunds are paid

• Refunds go back to the original payment method.
• Card refunds are processed within 3 working days of us agreeing the refund, and usually appear within 5–10 working days depending on your bank.
• Cash-on-delivery orders are refunded by bank transfer; we will ask for your account details.
• Where a full order is refunded, the delivery charge is refunded too. Part-refunds keep the delivery charge.

Cancelling before delivery

You can cancel from your orders at any point before the order is dispatched, and nothing will be charged. After dispatch, call us.

Still need help?

Email info@yaalvidirect.com or see our FAQ.