Refund policy

Shopify Refund Policy

Last updated: 30 August 2026

This policy applies to purchases from Sophie Clanachan, trading as Rhea’s Raw. It does not reduce any rights you have under UK consumer law.

Frozen, raw and other perishable products

Frozen food, raw food and other products that are liable to deteriorate or expire rapidly cannot be returned or cancelled simply because you have changed your mind. These products are exempt from the usual distance selling cancellation right.

This exception does not affect your rights if a product is faulty, unsafe, damaged, not as described or supplied incorrectly.

Problems with an order

Please inspect your order promptly and place frozen products in a suitable freezer as soon as possible. If something is damaged, inadequately frozen, missing, incorrect or otherwise unsatisfactory, contact us as soon as reasonably possible, ideally within 24 hours, at info@rheasraw.co.uk.

Please include your order number, a description of the problem and, where relevant, photographs of the product, packaging, label and batch number. The request to contact us promptly helps us investigate the condition of the food and any traceability issues; it does not impose an artificial time limit on your statutory rights.

Do not return food that may be unsafe and do not dispose of it unless it is necessary to do so safely or we ask you to. Depending on the circumstances and your legal rights, we may offer a refund, replacement or another appropriate remedy.

Eligible nonperishable products bought online

For most nonperishable goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods. You then have a further 14 days to return them.

To cancel, email info@rheasraw.co.uk with your name, order number, the goods being cancelled and the date they were received. You may also use the model cancellation form below.

You must take reasonable care of the goods. You may inspect them as you would in a shop, but we may make a lawful deduction if handling beyond that necessary to establish their nature, characteristics and functioning reduces their value.

Unless the goods are faulty, damaged, misdescribed or incorrectly supplied, you are responsible for the direct cost and safe method of returning them. Contact us before returning anything so that we can provide the correct return instructions. We do not provide a prepaid return label for a change of mind return.

Refunds for cancelled online orders

Where the statutory cancellation right applies, we will refund the price paid and, when the whole eligible order is cancelled, the basic delivery charge paid, if any. Additional delivery costs for a more expensive option are not refundable beyond the cost of the least expensive standard option offered.

We will make the refund using the original payment method, normally within 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier. We may withhold the refund until then. Your bank or payment provider may take additional time to display the refund.

Purchases made in store

We do not offer change of mind returns or exchanges for goods bought in store. This does not affect your rights where goods are faulty, unsafe, not as described or otherwise do not meet the standards required by law.

Sale items

Sale and discounted items have the same statutory rights as full price items. A reduction made because of a fault that was clearly disclosed before purchase does not create a right to complain about that particular disclosed fault.

Exchanges

We do not operate a separate voluntary exchange service. Where an eligible nonperishable online purchase is cancelled, you may return it in accordance with this policy and place a new order. Your statutory remedies for faulty or misdescribed goods remain unaffected.

Proof of purchase

We may ask for reasonable proof that the item was purchased from Rhea’s Raw, such as an order confirmation, receipt or payment record.

Model cancellation form

Use of this form is optional and it applies only where the statutory cancellation right is available:

To: Rhea’s Raw, 28A Foxmoor Business Park Road, Wellington, TA21 9RF; info@rheasraw.co.uk

I give notice that I cancel my contract of sale for the following goods:
Ordered on:
Received on:
Name:
Address:
Order number:
Signature (only if sent on paper):
Date:

Contact

Email: info@rheasraw.co.uk
Telephone: 01823 765128
Address: 28A Foxmoor Business Park Road, Wellington, TA21 9RF