Your purchases are subject to return or exchange solely in accordance with our Refund Policy.

1. Introduction and Scope

This Refund and Returns Policy (the “Policy”) sets out the terms on which Foreva Farmers Ltd (“we”, “us”, “our”, or “Foreva Farmers”) provides product guarantees, warranties, refunds, replacements, and protections to all customers who purchase our products or services, whether directly through our website, in person, or through a trade account.

This Policy applies to:

•        Consumer customers purchasing for personal, non-commercial use (“Consumers”);

•        Trade customers purchasing for business or resale, including bars, restaurants, hotels, retailers, wholesalers, and foodservice operators (“Trade Customers”); and

•        All purchases of physical goods and any associated services supplied by Foreva Farmers.

By placing an order with Foreva Farmers you agree to the terms of this Policy. Nothing in this Policy limits or excludes any rights you have under applicable law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Sale of Goods Act 1979 (as amended), as detailed in Section 3 below.

2. Our Quality Guarantee

Foreva Farmers guarantees that every product we supply will:

•        Match the description, specification, and any sample provided at the point of sale;

•        Be of satisfactory quality, taking into account price, description, and any public statements made by us;

•        Be fit for the purpose for which products of that kind are commonly supplied, and for any specific purpose made known to us at the time of order;

•        Be free from material defects in materials and workmanship at the point of delivery;

•        Be supplied within its stated shelf life and stored and transported in accordance with good industry practice; and

•        Comply with all applicable food and beverage safety, labelling, and traceability requirements.

If any product we supply fails to meet this guarantee, you are entitled to a remedy as set out in this Policy, in addition to any rights you have under applicable law.

3. Your Statutory Rights

This Policy operates in addition to, and does not limit, your statutory rights.

3.1 Consumers

If you are a Consumer, you have legal rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose. These include:

•        A short-term right to reject faulty goods and receive a full refund within 30 days of delivery;

•        A right to require repair or replacement of faulty goods within a reasonable period and without significant inconvenience; and

•        A right to a price reduction or final right to reject (with refund) where repair or replacement is not possible, has failed, or cannot be carried out within a reasonable time.

You also have a separate right under the Consumer Contracts Regulations 2013 to cancel most online or distance-purchased orders within 14 days of delivery without giving a reason, subject to the exceptions in Section 7 of this Policy.

3.2 Trade Customers

If you are a Trade Customer, your rights in respect of goods we supply are governed by the Sale of Goods Act 1979 (as amended) and the terms of any signed trade agreement between us. The remedies in this Policy are offered in addition to those rights.

4. Damaged, Defective, or Non-Conforming Goods

We package every order with care, but in rare cases goods may arrive damaged, defective, or otherwise not in conformity with your order. In any such case we will, at no cost to you, provide one of the following remedies at your election where reasonably possible:

•        A like-for-like replacement of the affected product;

•        A credit note to the full value of the affected product (Trade Customers only, where requested); or

•        A full refund of the affected product, including any proportionate delivery charges.

4.1 Reporting damage on delivery

Visible transit damage (including breakages, leaking packaging, or compromised seals) must be reported to us within 48 hours of delivery, with photographs of the affected items and outer packaging where available. This timeframe does not apply to, and does not limit, your rights in respect of latent defects which were not reasonably discoverable on inspection.

4.2 Latent defects and quality issues

If a product develops a quality issue, taint, or defect that was not apparent on delivery (for example off-flavours, contamination, or premature deterioration within the stated shelf life), please contact us as soon as the issue is identified and in any event within the product’s stated best-before or use-by date. We will investigate promptly and provide a remedy in line with this Section 4.

4.3 Incorrect orders

If we deliver the wrong product, the wrong quantity, or omit items from your order, we will at our cost arrange collection of any incorrectly supplied goods and dispatch the correct goods, or, if you prefer, issue a full refund for the affected items.

5. Consumer Right to Cancel (Cooling-Off Period)

If you are a Consumer purchasing online, by phone, or otherwise at a distance, you have the right to cancel your order for any reason within 14 days starting from the day after you (or a person nominated by you) receive the goods. To exercise this right, simply notify us in writing within the 14-day period using the contact details in Section 11.

Following a valid cancellation:

•        You must return the goods to us, unused and in their original packaging, within 14 days of notifying us of the cancellation;

•        We will refund the full purchase price, including the standard outbound delivery charge (any premium delivery upgrade is refunded only up to the cost of our standard delivery option);

•        Refunds will be processed within 14 days of our receipt of the returned goods, or of evidence that you have returned them, whichever is earlier; and

•        Refunds are made using the original payment method, unless you expressly agree otherwise. We do not charge any fee for processing a refund.

Important: Under regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to certain goods, including sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed, and goods which are liable to deteriorate or expire rapidly. Where these exceptions apply we will make this clear at the point of sale.

6. How to Make a Claim

To request a refund, replacement, or other remedy under this Policy, please contact us using the details in Section 11 and provide:

•        Your order number or trade account reference;

•        A description of the issue, including the product name, batch code (where visible) and quantity affected;

•        Photographs of the affected product and packaging, where the issue is visual; and

•        The remedy you would prefer (refund, replacement, or credit, as applicable).

We aim to acknowledge every claim within one (1) business day and to resolve straightforward claims within five (5) business days of receiving the information needed to assess them. Complex claims, or claims requiring laboratory analysis, may take longer; in such cases we will keep you informed of progress at regular intervals.

7. Returns Procedure

Where a return is required, we will provide written instructions including a return address and any reference number needed. Please do not return goods without first contacting us, as this may delay your refund.

7.1 Faulty, damaged, or incorrect goods

Where goods are faulty, damaged, or incorrectly supplied, Foreva Farmers will bear the full cost of return, either by arranging collection or by reimbursing reasonable return postage on production of a receipt.

7.2 Change of mind (Consumers)

Where a Consumer is returning goods under the cooling-off right in Section 5, the cost of return is borne by the Consumer unless we have agreed otherwise in writing.

7.3 Condition of returned goods

You are entitled to handle returned goods only as you would be permitted to in a shop. We may make a proportionate deduction from any refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This does not apply to faulty, damaged, or incorrect goods.

8. Refund Method and Timing

All refunds will be issued to the original payment method used for the purchase. Refunds will be processed:

•        Within 14 calendar days of our acceptance of the claim, in the case of faulty, damaged, or incorrectly supplied goods; and

•        Within 14 calendar days of our receipt of the returned goods (or evidence of return), in the case of cooling-off cancellations under Section 5.

Trade Customer refunds may, by agreement, be issued as a credit note against the customer’s account in lieu of cash refund.

9. Exclusions

This Policy does not cover:

•        Goods that have been damaged after delivery as a result of misuse, improper storage, accidental damage, or failure to follow product instructions;

•        Goods that have been altered, decanted, repackaged, or relabelled by the customer or any third party;

•        Goods which have passed their stated best-before or use-by date at the time the issue is reported, unless the defect existed at the point of delivery;

•        Bespoke, personalised, or made-to-order products that are not faulty or defective; and

•        Minor variations in colour, sediment, or natural appearance that are inherent to small-batch, naturally produced beverages and which do not affect quality or safety.

None of the exclusions in this Section 9 limit your statutory rights as set out in Section 3.

10. Alcohol and Age-Restricted Products

Where any product is age-restricted under UK law, our refund obligations remain in force, but we may require collection or return of the goods to be carried out by a person aged 18 or over and may require photographic identification at the point of collection. We do not supply or refund age-restricted products to any person known or reasonably believed to be under the legal age of purchase.

11. Contacting Us

If you have any question about this Policy, or wish to make a claim, please contact our customer care team:

Foreva Farmers Ltd

Email: hello@forevafarmers.com

Website: www.forevafarmers.com

Postal address: The Court, Rectory Road, Hampton Bishop, Hereford, HR1 4JU

We aim to respond to all customer-care correspondence within one (1) business day.

12. Complaints and Dispute Resolution

We take every complaint seriously and aim to resolve disputes informally and promptly. If you are not satisfied with the outcome of a claim, please ask for the matter to be escalated to a Director, who will provide a final written response within ten (10) business days.

If a Consumer dispute remains unresolved, you may refer the matter to an approved alternative dispute resolution provider or use the European Commission’s Online Dispute Resolution platform where applicable. Nothing in this Policy prevents you from pursuing your rights through the courts.

13. Changes to This Policy

We may update this Policy from time to time to reflect changes in law, our operations, or customer feedback. The version in force at the time you place your order is the version that applies to that order. The current version is always available on our website, and previous versions are retained on file and provided on request.

14. Governing Law

This Policy is governed by the laws of England and Wales. Disputes arising under or in connection with it are subject to the non-exclusive jurisdiction of the courts of England and Wales, save that Consumers resident elsewhere in the United Kingdom retain the benefit of any mandatory protections of the law of their place of residence.