Fruity
Fruity
Crumbles
Crumbles
Butter Crunch
Butter Crunch
Specials
Specials
Crackers
Crackers
Cookies
Cookies
Shortbread
Shortbread
View All Products
Refund Policy

Refund Policy

At The Isle of Wight Biscuit Company, we value your satisfaction and strive to deliver the best homemade biscuits. However, we understand that situations may arise where you need to cancel, amend, or return your order. Below is our detailed refund policy:

 

1. Cancelling or Amending an Order

1.1. If you need to cancel or amend your order, please contact us as soon as possible via email at  info@islandbiscuits.co.uk or by phone at 01983 865555.

  • Orders can only be cancelled or amended before dispatch.

  • As our products are perishable, we regret that cancellations or amendments cannot be made after the goods have been dispatched.

1.2 . If you cancel your order before dispatch, we will provide a full refund, including delivery costs. Refunds will be processed within 28 days of your cancellation request and issued to the original payment method (e.g., credit/debit card or vouchers).

1.3. To cancel or amend an order, please include the following details:

  • Your order number

  • Details of your order (e.g., item description, quantity, etc.)

We will confirm your cancellation or amendment in writing via email.

 

2. Faulty or Incorrect Items

2.1. If the goods you receive are faulty or not as described, please notify us in writing within 48 hours of delivery by emailing  info@islandbiscuits.co.uk.

2.2. To process a refund or replacement, you must:

  • Return the goods in their original packaging.

  • Clearly include your order number with the returned goods.

2.3. We will issue a refund or replacement (including delivery costs and any postage costs you incur when returning the goods) within 28 days of receiving the returned goods.

2.4. We strongly recommend you obtain proof of postage when returning goods, as we cannot be held responsible for items that do not arrive.

 

3. Non-Refundable Items

Due to the perishable nature of our products, refunds or replacements cannot be offered in the following cases:

  • If the goods have been opened or partially consumed.

  • If the goods are not returned in their original condition or packaging.

  • If the return request is made more than 14 days after delivery.

 

4. Your Legal Rights

4.1. As a consumer, you have legal rights under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These rights are not affected by this refund policy.

4.2. If you have any concerns about your order, please contact us, and we will do our best to assist. For more information on your legal rights, please contact your local Citizens' Advice Bureau or Trading Standards Office.

 

Contact Us

For any questions or to request a refund, cancellation, or replacement, please contact us via:

We appreciate your trust and understanding as we work to bring you the finest homemade biscuits!

Reviewed: 22 April, 2025.