Returns & Refunds Policy

This policy explains your legal rights to cancel an order, what we exclude, and exactly how to raise a return with us.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most online orders without giving a reason:

• You have 14 days from the day you receive the goods to tell us you are cancelling.
• You then have a further 14 days to send the goods back to us.
• We refund within 14 days of receiving the goods back (or of you proving you have sent them), to the original payment method.
• We refund the price of the goods plus the standard outbound delivery cost. If you chose a faster delivery option, we refund the standard rate only.
• You pay the cost of return postage unless the item is faulty, damaged or not as described.
• Items should come back in a resaleable condition. You may inspect goods as you would in a shop, but we may reduce the refund if they have been used beyond that.

What is excluded

• Perishable food and drink — under the Regulations, goods that can deteriorate or expire quickly are excluded from the 14-day cancellation right. This covers our African Food range unless the item arrives damaged, spoiled, out of date or incorrect.
• Sealed goods returned unsealed where there is a hygiene reason.
• Items made or sourced to your specification.

None of these exclusions affect your rights if something is faulty, damaged or not as described.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015 you can ask for a refund within 30 days of delivery if goods are faulty, not as described, or unfit for purpose — and a repair or replacement after that. Email us photographs where you can; we cover return postage in these cases.

How to request a return

Returns are raised from your account, not by post:

• Sign in and open your account.
• Find the order in your order history. Any order that has been paid shows a Request a return button.
• Enter the reason for the return and send the request. This is your formal cancellation notice, and the date it is submitted is the date we use for the 14-day window.
• The request appears in our admin queue. We review it and mark it approved or denied, with a note where useful — the status and note show on the same order in your account.
• Once approved, we email you the return address. Send the item back within 14 days and keep your proof of postage.
• When the item reaches us we refund to your original payment method and email you an updated record. Card refunds usually appear within 5–10 working days. Klarna and Clearpay refunds are passed to that provider, which adjusts your instalment plan.

Prefer to write to us instead? Email orders@tullara.co.uk with your order number and we will treat that as your cancellation notice.