Returns & Refunds Policy — Bonculina Food Delivery
Overview
At Bonculina, we’re committed to delivering fresh, high-quality meals and food parcels. If something isn’t right with your order, we’ll do our best to make it right.
Because our products are perishable, we’re unable to accept general returns or offer refunds once an order has been delivered, except where goods are damaged, incorrect, or not as described.
Our refund and returns policy lasts 30 days from the date of purchase. However, claims relating to damaged or missing items must be made within 48 hours of delivery so we can investigate promptly.
Non-Returnable Items
Due to the nature of our products, we cannot accept returns for:
-
Fresh or frozen food items
-
Opened or partially consumed products
-
Perishable goods such as fruit, vegetables, and prepared meals
-
Gift cards and vouchers
-
Downloadable or digital products
For health and safety reasons, returned food items cannot be restocked or resold.
Damaged or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please contact our Customer Service team within 48 hours of delivery at customerservices@bonculina.co.uk.
Include:
-
Your order number
-
A description of the issue
-
Clear photographs of the damaged or incorrect items
Once we review your claim, we will confirm whether you are eligible for a replacement, credit, or refund.
Please do not return food items by post or send them back to the manufacturer.
Refunds
If your refund request is approved, we will process it and issue a credit to your original payment method. Refunds are typically completed within 5–10 business days, depending on your payment provider.
Late or Missing Refunds
If you haven’t received your refund:
-
Check your bank or card account again.
-
Contact your credit card company — it may take a few days before the refund is officially posted.
-
Contact your bank, as processing times can vary.
If you’ve done all this and still haven’t received your refund, please email customerservices@bonculina.co.uk.
Sale or Promotional Items
Refunds can only be issued on regular-priced products. Items purchased during sales or promotions are non-refundable, unless they arrive damaged or incorrect.
Exchanges
We only replace items if they are damaged, defective, or incorrect.
If you need a replacement for the same item, please contact customerservices@bonculina.co.uk within 48 hours of delivery.
Shipping Returns
As our products are perishable, returns are not required.
If instructed by our Customer Service team (for non-perishable items such as merchandise), please return the product to:
Unit 1, Gilberd Court, Newcomen Way, Severalls Business Park, Colchester, CO4 9WN
You’ll be responsible for any return shipping costs unless the item was defective or sent in error.
Need Help?
We’re here to help.
If you have any questions about your delivery, damaged items, or refunds, please contact our Customer Service team at:
📧 customerservices@bonculina.co.uk