Refund policy

We operate a policy of total customer satisfaction. If you are not 100% happy with your goods or if you have changed your mind, you are entitled to cancel your order and return the product(s) to us by providing us with notice of cancellation (quoting relevant order number) by email at any time up to 7 working days after receipt of your order. The items must be returned in saleable condition, in their original wrapping, intact and accompanied by all accessories and documentation which were part of the original delivery. Orders for certain products may not be cancelled – these include: (a) products that have been clearly personalised (unless personalisation was not as agreed in writing); and (b) products that are perishable and have been opened, including all teas, infusions and food products.

We will refund any monies paid to us in respect of a cancelled order (including delivery charges, which will be apportioned as appropriate where only part of an order is cancelled) within 30 days of receiving your notice of cancellation and having received the returned goods in resalable condition. You are responsible for the cost and risk of loss or damage when returning the goods. Refund of postal cost for exceptional circumstances remains at our discretion. If you paid making a bank transfer from abroad or from a business account, all charges for a refund bank transfer will be your responsibility.

This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed.

None of these terms affect your legal rights and these are not diminished in any way.

Please contact us by email slurp@hettiescatering.co.uk or call 01796 473991 for information about returning items to us. All returned items must be sent to Hettie’s Tearoom, 93 Atholl Rd, Pitlochry, PH16 5AB

 

EU Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. This is your statutory right under EU Directive 2023/2673 and EU Consumer Rights Directive 2011/83/EU.

How to exercise your right of withdrawal: To withdraw from a contract, you must inform us using our electronic withdrawal form, available at: [hettiesteas.co.uk/pages/eu-withdrawal]

You may also notify us by email at slurp@hettiescatering.co.uk, clearly stating your intention to withdraw and including your order number.

Withdrawal period: The withdrawal period expires 14 days from the day you (or a third party you nominate) receive the goods.

Effects of withdrawal: We will reimburse all payments received from you, including delivery costs (except for any supplementary costs arising from your choice of a delivery method other than the standard delivery we offer), without undue delay and no later than 14 days from the day we receive the returned goods. We will use the same means of payment as you used for the initial transaction.

You must return the goods to us without undue delay and no later than 14 days from the day you notify us of your withdrawal. You bear the direct cost of returning the goods.

Exceptions: The right of withdrawal does not apply to: (a) goods that are clearly personalised; (b) sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery — this includes all teas, infusions, and food products once opened.