We want you to love every order from Nectar Heritage. Because we sell fresh and natural food products, returns are handled with food-safety in mind. This policy explains how cancellations, returns and refunds work, and should be read together with our Terms & Conditions.
1. Order Cancellation
- You can request to cancel an order before it has been dispatched by contacting us as soon as possible with your order number.
- Once an order has been dispatched, it can no longer be cancelled, but you may be able to return eligible items as set out below.
- We may cancel an order and issue a full refund if a product is unavailable, if there is a pricing error, or in other circumstances described in our Terms & Conditions.
2. Damaged, Defective or Incorrect Items
- If your order arrives damaged, defective, spoiled or incorrect, please contact us within 48 hours of delivery with your order number and photographs of the item and packaging.
- Once verified, we will arrange a replacement, store credit or refund — whichever you prefer and is appropriate.
3. Returns of Food Products
- For hygiene and food-safety reasons, opened, used or perishable food items cannot be returned unless they were damaged, defective or incorrect on arrival.
- Unopened, non-perishable items in their original, sealed packaging may be eligible for return within the period stated at the time of purchase. Return shipping may apply unless the return is due to our error.
4. Non-Returnable Items
- Perishable goods, opened packages, clearance items, and custom or gift items are generally not eligible for return except where faulty.
- Proof of purchase (order number or receipt) is required for any return or refund.
5. Refund Process & Timeline
- Approved refunds are issued to your original payment method.
- Please allow a few business days for the refund to be processed and to appear on your statement, depending on your bank or payment provider.
6. Cash on Delivery (COD) Refunds
- For Cash on Delivery orders, approved refunds are made by bank transfer or store credit. We will request the necessary details securely.
7. Contact Us
- For any cancellation, return or refund request, email info@nectarheritage.com with your order number and we will help you promptly.
This policy is provided for general information and does not affect your mandatory statutory consumer rights. It should be reviewed against applicable consumer-protection and food-safety law before final publication.
Last updated: September 2026
