Last updated: 6 October 2026

This policy applies to consumer purchases from Smachno through smachno.co.uk. It does not limit your statutory rights.

1 Contact us

Email smachno9@gmail.com or call +44 7923 432986 with your order number, affected item and a description of the issue. Other reasonable evidence of purchase is acceptable if you do not have the order number.

Photos and packaging details can help us investigate, but are not an absolute condition of your statutory rights.

2 Perishable food and change of mind

The usual online change-of-mind cancellation right does not apply to goods liable to deteriorate or expire rapidly. This can cover perishable food where the legal conditions are met.

We apply this exception only where it legally applies to the particular product. We do not exclude all food or all frozen products merely because of their category.

The exception never removes your rights for goods that are faulty, unsafe, incorrect or not as described.

3 Eligible change-of-mind cancellations

Where no legal exception applies, you may normally cancel without giving a reason within 14 days starting the day after delivery to you or your nominated recipient. For relevant orders delivered in separate consignments, the period normally starts after the last delivery.

Send a clear cancellation statement to smachno9@gmail.com, identifying the order and goods. You do not have to use a particular form.

Return eligible goods within 14 days after notifying us. Contact us for return arrangements. We do not impose a direct return cost on you unless it was lawfully disclosed before purchase; otherwise we bear that cost.

Where required, we refund the purchase price and the least expensive standard outbound delivery charge. Additional costs for premium delivery need not be refunded.

We refund without undue delay and no later than 14 days after notification. Where legally permitted, we may wait until we receive the goods or evidence of return, whichever is earlier.

A lawful deduction may be made for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not charge a cancellation fee.

4 Damaged or unsatisfactory goods

Contact us if goods arrive spoiled, damaged, unsafe, incorrect, not as described or otherwise fail to meet required standards. Please report temperature-sensitive problems promptly so that we can investigate effectively. This request is not a fixed deadline removing your rights.

Goods must be of satisfactory quality, fit for their purpose and as described. We provide the remedy required by law, which may include a refund, replacement or price reduction.

The short-term right to reject faulty goods is generally 30 days, but for perishable goods it may end earlier at the end of their reasonable expected life. Other remedies may remain available depending on the circumstances.

Discounted goods have the same statutory protections.

5 Safe handling and returns

Do not consume food you believe may be unsafe. Follow storage instructions and contact us for safe return or disposal arrangements.

Do not post frozen, chilled or spoiled food back without an agreed safe method. If a return of faulty goods is needed, we cover reasonable necessary return costs.

Where safe and practicable, retain packaging, batch details and photographs. We assess claims reasonably and do not automatically refuse a remedy because unsafe food has been appropriately discarded.

6 Refund payments

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee.

For a statutory refund following rejection, we refund without undue delay and within 14 days after agreeing that you are entitled to it. Other refunds follow the applicable legal deadlines. Your payment provider may take additional time to display the credit.

If only part of an order is affected, we explain the refund and any delivery-charge adjustment in accordance with your legal rights.

7 Changes before dispatch

Contact us immediately if you want to amend or cancel an order before dispatch. We will explain what is possible. Statutory cancellation rights remain unaffected.

If we cannot fulfil an accepted order, we contact you and provide the remedy required by law.