Returns & Refunds Policy
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1. Your rights as a consumer
Under the Consumer Rights Act 2015, goods you buy from us must be as described, of satisfactory quality, and fit for purpose. If they aren't, you're entitled to a repair, replacement, or refund.
2. Faulty or damaged items
If an item arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery with your order number and a photo of the item. We will offer a replacement or full refund, including any delivery charge, at no cost to you.
3. Change of mind — perishable and food items
Under the Consumer Contracts Regulations 2013, the standard 14-day "cooling off" right to cancel does not apply to goods that are perishable, or that are sealed for health/hygiene reasons and have been unsealed after delivery. This means fresh food, chilled and frozen goods, and opened packaged items generally cannot be returned simply because you've changed your mind.
4. Age-restricted products
Alcohol, tobacco, vapes, and knives cannot be returned or refunded once delivered, except where the item is faulty or was delivered in error, in line with our legal obligations around the sale of restricted goods.
5. Non-perishable, unopened items
For non-perishable, unopened packaged goods (e.g. tinned or dry goods), you may request a return within 14 days of delivery. The item must be unused, in its original packaging, and in a resaleable condition. Contact us before returning any item so we can advise on the best way to send it back or arrange collection.
6. How to request a return or refund
- Contact us via phone, WhatsApp, or our Contact page with your order number.
- Describe the issue and attach a photo if the item is damaged or faulty.
- We'll confirm next steps — a replacement, collection, or refund — usually within 1 business day.
7. Refund timing
Approved refunds are issued to your original payment method within 5–10 business days.
8. Contact us
HeyRock, 79 Bounds Green Road, London, N22 8DF
Phone: +44 7448 072821
Email: mobeenabdul06@gmail.com