Returns Policy

1. What can I return?

We hope that you will enjoy everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 14 days of the date shown on your dispatch note. When returning items to us, please place your returned goods in their original packaging. Food and drink items must be returned unopened, unless the product was in a defective condition. 

2. How do I return an item?

RMA stands for Return Merchandise Authorisation. Please follow the below process for returning your parcel to us:

  • Request a RMA by clicking here, or by selecting "RMA" from your account.
  • Select the item(s) that you would like to return. 
  • Once your RMA has been accepted, please follow the instructions in your email.
  • Re-pack the item in its original packaging.
  • Cover your address label with the Not Sold In the Supermarket address label.
  • A courier will arrive at your chosen address to collect the package. 

Please note, you should ensure that the item is packed suitably for transport. If it is fragile or breakable (such as a glass bottle) pack using the original protective packaging materials, or a suitable replacement. If goods are damaged in transit due to inadequate packaging, we reserve the right to adjust any refund and it could affect your eligibility for an exchange. 

If the courier is unable to collect the items from you on the first attempt, you will have to pay for any subsequent collection attempts (if you still wish to return the item(s)), at the rate of £5. 

3. How much does it cost to return an item?

You will only need to cover the cost of postage. 

4. How do I return a faulty item?

All types of return can be handled via the steps outlined in '2. How do I return an item?'. 

5. How long will my refund take to be processed?

If you would like to return an item, we will refund you within 14 days (usually much quicker) of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

6. What are my cancellation rights?

In addition to our returns policy, you can cancel your contract with us at any time within 14 working days beginning on the day after you receive the product(s) which are subject to the contract (“cooling-off period”). To cancel your contract with us, you must either email us or call us on 01962 657204. You must then return the products as outlined in accordance with '2. How do I return an item?’. Notification of return of your products via the online procedure will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use, consume or damage. If you cancel your contract with us, we will refund the amount due to you, including delivery charges, within 14 days of the day you have given notice of your cancellation.

References in this Returns Policy to: "We" and "us" are to Not Sold in the Supermarket; "Products" are to products listed on our website ("Website"); and "Contract" are to the contract between you and us in respect of the sale of Products via our Website. Each time you make a purchase of Product(s) via our Website, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address. For further information about the Contract, please read our Terms and Conditions.