Returns Policy

Last updated: 1 September 2026

Quality Guarantee

At FreshMart, we stand behind the quality of every product we sell. If you are not satisfied with any item, we will happily offer a refund or replacement.

How to Request a Return

Once your order has been delivered or collected, the quickest way to raise a return is from your account: open the order under Your orders and request a return against the item concerned. The status of that request is shown in the same place, so you can follow it without contacting us. You can also reach us at hello@freshmart.co.uk or on 020 1234 5678.

Damaged or Incorrect Items

If your order arrives damaged or you receive incorrect items, please tell us within 24 hours, quoting your order number and including a photo of the affected item(s). We will arrange a full refund or replacement at no extra cost.

Freshness Guarantee

All perishable items are guaranteed fresh upon delivery. If any item does not meet your expectations for freshness, please tell us within 24 hours for a full refund.

Substituted Items

You are never charged more for a substitute than for the item you ordered, and where the substitute costs less we refund you the difference. If you are unhappy with a substituted item, request a return against it within 48 hours and we will refund it.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened:

• Fresh meat and seafood
• Dairy products
• Frozen items that have thawed
• Personal care and hygiene products

Refund Processing

Refunds are issued to the original payment method. Once we have processed one, it usually takes 5–10 business days to reach your statement, depending on your bank. The status of a return is shown against the order in your account.

How to Contact Us

Email: hello@freshmart.co.uk
Phone: 020 1234 5678
Hours: Monday–Saturday 8:00 AM – 8:00 PM, Sunday 10:00 AM – 6:00 PM