We want you to feel completely confident when ordering from MX Plus Foods.

This policy outlines how cancellations, returns, refunds, damaged goods, and incorrect orders are handled. Nothing in this policy limits your legal rights under applicable consumer law.

1. Cancelling Before Dispatch

If you need to cancel or amend an order, please contact us as soon as possible at info@mx-plus.co.uk.

If your order has not yet entered the fulfillment or packing process, we will do our best to cancel it. However, once an order has entered packing or dispatch, cancellation cannot be guaranteed.

2. Change of Mind Returns (Eligible Non-Perishable Products)

For eligible non-perishable goods ordered online, you have 14 days from the date you receive your items to notify us that you wish to cancel.

• Return Window: After notifying us, you have a further 14 days to return the eligible goods.

• Condition: Products must be returned safely. Where a food or hygiene seal applies, the seal must remain intact.

Products Exempt from “Change of Mind” Returns

Under consumer law, change-of-mind returns are not available for:

• Products liable to deteriorate or expire rapidly

• Chilled, frozen, or otherwise perishable goods

• Products with broken food-safety, tamper, or hygiene seals

• Opened food products that cannot safely be resold

• Personalised or specially prepared products

• Products damaged after delivery by the customer

• Goods inseparably mixed with other items after delivery

(Note: This does not affect your rights if an item arrives damaged, faulty, or not as described.)

3. Faulty, Unsafe, Damaged, or Incorrect Products

Please contact us immediately if a product:

• Arrives damaged or missing

• Is unsafe or appears contaminated

• Is not as described or materially different from what you ordered

• Has an unexpected broken seal

• Is subject to a product recall

Requesting a Return or Claim

To help us resolve the issue quickly, please email info@mx-plus.co.uk with the subject “Return Request – Order [Your Order Number]” and include:

• Your full name and order number

• Product name

• Reason for the request (and whether the item has been opened)

• Photos of the product, packaging, and batch/lot number or best-before date

Important: Please do not dispose of affected goods unless keeping them would be unsafe, or until we explicitly confirm that disposal is appropriate.

4. Return Process & Postage Costs

• Authorisation Required: Please contact us before returning any items. Food products returned without prior communication may be difficult to identify, investigate, or process safely.

• Return Postage (Change of Mind): You are responsible for the direct cost of returning eligible non-perishable goods.

• Return Postage (Faulty/Damaged Goods): If an item is faulty, damaged, unsafe, or incorrectly supplied, MX Plus Foods will arrange or reimburse reasonable return costs.

5. Refunds & Replacements

Once an authorised return or claim is assessed and approved:

• Refund Method: Refunds will be credited back to your original payment method. Standard outbound delivery costs will be refunded where legally required (premium shipping upgrades are non-refundable).

• Processing Time: Approved refunds are typically processed within 5 to 10 working days.

• Replacements: Where appropriate, we may offer a replacement, a partial refund, or full refund. Account credit is optional and only issued with your explicit agreement.

6. Wholesale & Business Purchases

Wholesale, trade, and business purchases are governed by separate commercial terms. Standard consumer cancellation rights do not apply to business purchases.

7. Product Recalls

If a product is recalled or withdrawn for safety reasons, please follow the instructions in the relevant product-safety notice or contact us immediately. Do not consume any product that has been identified as affected by a recall.