Our policy

We review refund and replacement claims on a case-by-case basis and honour them wherever possible. However working with fresh produce means that there are some exceptions. 

 

Damaged or incorrect hampers 
If you or your recipient have received a damaged hamper or if an item is missing or incorrect, please let us know within 48 hours of the delivery and we’ll issue a full refund or replacement. You can reach us by phone +44(0)7725894760 or email info@thackraybrown.com.  

In you opt for a replacement hamper, we’ll do our best to match the items in your original order, but this isn’t always possible – especially when it comes to fresh produce. We do guarantee that the replacement will be of equal or higher value.  

We’ll arrange the collection of your faulty hamper and you won’t be charged for this. Delivery of the replacement is also on us. 

Please note: all of the hampers that we collect will be assessed by our team for quality control. If yours is not deemed faulty, we reserve the right to deduct the cost of collection from your refund.

Missing hampers
If your hamper never arrived please let us know within 14 days of the estimated delivery date. Our customer care team will then assess your claim and issue a refund or replacement. 

If your delivery date is in December, please contact us with your claim by 8th January. 

We can’t guarantee that claims made outside of these timings will be refunded or replaced.

Order cancellations and changes 
If you want to cancel or make a change to your hamper,  just let us know within 2 hours of placing your order and we’ll adjust your invoice or issue a refund. Cancellation or change requests made after this time won’t be processed.

Please note that bespoke hampers can’t be cancelled. 

Delivery delays 
Unfortunately, we can’t take responsibility for late delivery due to adverse weather conditions, an incomplete or incorrect delivery address, or any other causes beyond our reasonable control. 

Fresh food and perished items
We don’t offer product or delivery refunds if any of the fresh food in your hamper has perished because the recipient wasn’t at home or an incorrect delivery address was provided.