Last updated: 8 July 2026

At Forest Foods UK LTD, we want customers to be happy with their order. This policy explains how we handle returns, refunds, damaged items, incorrect items, missing items and cancellations.

Fresh, chilled, frozen and perishable foods

Many of our products are fresh, chilled, frozen, prepared-to-order or perishable. For food safety reasons, we cannot accept returns of fresh meat, poultry, chilled products, frozen foods or other perishable items simply because a customer has changed their mind.

This does not affect your statutory rights. If an item is faulty, damaged, spoiled on arrival, incorrect, missing, or not as described, please contact us as soon as possible so we can investigate and put it right.

Custom cut or prepared-to-order meat

Where meat has been cut, prepared or packed to a customer’s specific request, we cannot accept a return or cancellation once preparation has started unless the item is faulty, damaged, incorrect, or not as described.

Non-perishable grocery items

For sealed, unused and non-perishable grocery items, customers may request a return within 14 days of receiving their order.

To be eligible for return, the item must be:

• unused
• unopened
• in its original packaging
• in a resalable condition
• not chilled, frozen, fresh, perishable, or made/prepared to order

Customers are responsible for return costs unless the item is faulty, damaged, incorrect, or not as described.

Damaged, incorrect or missing items

If your order arrives damaged, incorrect, incomplete or with a quality issue, please contact us within 24 hours of delivery or collection where possible.

Please provide:

• your order number
• your name and contact details
• a description of the issue
• photos of the product and packaging, where relevant

We may offer a replacement, refund, partial refund, store credit or another suitable resolution depending on the issue.

Refunds

Approved refunds will be made to the original payment method where possible.

Once a refund is approved, please allow 5–10 working days for the refund to appear in your account. Processing times may depend on your bank or payment provider.

Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders for fresh, chilled, frozen, perishable or custom-prepared products cannot usually be cancelled once preparation has started or the order has been dispatched.

How to contact us

This policy does not affect your statutory rights.