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Returns & Refunds
Last updated: 29 October 2026
If something’s not right with your order, we want to fix it quickly and fairly. Because Zadih sells both fresh food and non-food items like clothing and household goods, the rules differ a little depending on what you bought. This page explains how it works. It sits alongside, and never reduces, your legal rights.
At a glance
| What you bought | Changed your mind? | Faulty, damaged, wrong or missing? |
|---|---|---|
| Fresh, chilled or frozen food (meat, dairy, produce, frozen) | Can’t be returned once delivered | Refund or replacement. Tell us within 24 hours if you can |
| Cupboard groceries | Unopened items within 14 days, at our discretion | Refund or replacement |
| Clothing, shoes and bags | Return within 14 days, unworn with tags | Refund, replacement or repair |
| Household items and tools | Return within 14 days, unused and in original packaging | Refund, replacement or repair |
| Sealed hygiene items (toiletries, cosmetics, underwear) | Only if the seal is unbroken | Refund or replacement |
Something wrong with your order?
If an item is missing, wrong, damaged, spoiled or not as described, message us on WhatsApp at +44 7566 772585 or email [email protected]. Please include:
- Your order number
- Which item is affected and what’s wrong
- A photo of the item and its label or packaging, if you can
For fresh, chilled and frozen food, please get in touch within 24 hours of delivery so we can look into it properly, though you won’t lose your legal rights if you contact us later. Please don’t eat anything you think might be unsafe. Keep it (safely) until we’ve replied, unless it needs throwing away.
We’ll then offer a refund or a replacement, usually on your next available delivery slot. We’ll never force you to take store credit instead of a refund you’re entitled to, but you’re welcome to choose credit if you’d prefer.
Changed your mind?
Food: fresh, chilled and frozen food can’t be returned simply because you’ve changed your mind, as it can go off quickly and we can’t resell it safely.
Clothing, shoes, bags, household items and tools: you have 14 days from the day after delivery to tell us you want to cancel, and then another 14 days to send or hand the item back. Items should be in the condition you received them. Try clothes and shoes on as you would in a shop, but please don’t wear them out, wash them or remove the tags.
To start a return, message or email us first and we’ll arrange it. Within our delivery area we can usually collect it on one of our delivery runs (we’ll tell you any collection charge before booking it), or you can post it back at your own cost to an address we’ll give you. Collection is always free if the item is faulty or we sent the wrong thing. If an item comes back used or damaged beyond normal trying-on, we may reduce your refund to reflect its lost value.
If you return everything from an order, we’ll also refund the standard delivery charge you paid.
Cancelling before your delivery
You can cancel or change an order any time before we start preparing it. Message us as soon as possible. Fresh meat is cut and packed close to your slot, so once preparation has started we may not be able to cancel perishable items. Non-food items can still be cancelled and refunded right up to delivery.
Missed deliveries
If we can’t deliver because nobody was in, or because the address or phone number given was wrong, we’ll try to contact you and rebook. We may charge a reasonable fee for a second delivery. Chilled or frozen food that can’t be safely redelivered may not be refundable. We’ll always look at each case fairly, and none of this applies if the problem was our fault.
Natural variation and storage
Fresh meat naturally varies in shape, colour and fat, and that alone doesn’t make it faulty. We also can’t accept responsibility for food that spoiled because it wasn’t refrigerated, frozen or stored as instructed after delivery.
Charity donations
If your whole order is cancelled before dispatch, any donation you added is refunded in full. After that, donations are passed to the charity and can’t normally be refunded, but if you think something’s gone wrong, just ask.
How and when you’ll be refunded
Refunds go back to the card or payment method you used (bank transfers are refunded to the account you paid from). We’ll process yours within 5 working days of agreeing it, or, for change-of-mind returns, within 14 days of getting the item back. Your bank may take a few extra days to show it.
Your legal rights
Nothing on this page affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Cancellation form (non-food items only)
You don’t have to use this, but you can copy it into an email to [email protected]:
To: Zadih Ltd, [email protected]
I’m cancelling my order for the following item(s): ……………………
Order number: …………………… · Ordered on / received on: ……………………
Your name: …………………… · Your address: ……………………
Date: ……………………