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Return to shopReturns + Exchanges
Perishable Products
As we sell fresh and perishable food products, including:
- Fresh fruit
- Fresh vegetables
- Fresh milk
- Fresh bread and bakery products
These items generally cannot be returned once they have been delivered due to food safety and hygiene regulations.
However, if your order arrives damaged, spoiled, incorrect or unfit for consumption, we will be happy to help.
When You Are Eligible for a Refund or Replacement
You may be entitled to a refund, replacement or exchange if:
- You received the wrong item.
- Your order was incomplete or items were missing.
- Products arrived damaged during delivery.
- Products were spoiled or no longer fit for consumption upon arrival.
- Products were delivered past their reasonable use-by date.
- Products were significantly different from what you ordered.
Where appropriate, we may offer:
- A replacement product
- Store credit
- A full refund
- A partial refund
The resolution offered will depend on the circumstances of your order.
Reporting an Issue
To help us resolve your request quickly, please contact us within 24 hours of delivery.
When contacting us, please include:
- Your order number
- Your full name
- A description of the issue
- Clear photographs showing the product and any damage (where applicable)
You can contact us by:
Email: cosmicboricha@gmail.com
Telephone: 0044 7940 503717
Items That Cannot Be Returned
For food safety reasons, we are unable to accept returns for:
- Fresh fruit
- Fresh vegetables
- Fresh milk
- Bread and bakery products
- Chilled or refrigerated products
- Frozen products (if applicable)
- Opened food items
- Products that have been consumed, partially consumed or improperly stored after delivery
This does not affect your statutory rights if the goods are faulty, damaged or not as described.
Incorrect Orders
If we accidentally send you the wrong product, please contact us as soon as possible.
Depending on the circumstances, we may:
- Deliver the correct product
- Arrange collection of the incorrect item (where appropriate)
- Issue a refund
- Offer store credit
Damaged or Spoiled Products
If any product arrives damaged or appears spoiled, please do not consume it.
Contact us within 24 hours of receiving your order and provide photographs where possible. We will investigate the issue and, where appropriate, provide a replacement or refund.
Delivery Issues
If your order has not arrived within the expected delivery window, please contact our customer service team.
We will investigate with the delivery provider and work to resolve the issue as quickly as possible.
Order Cancellations
Orders may be cancelled before they have been prepared or dispatched.
Once your order has entered the packing or delivery process, cancellation may no longer be possible because many of our products are fresh and prepared specifically for your order.
If you need to cancel an order, please contact us immediately after placing it.
Refunds
Approved refunds will be processed using the original payment method wherever possible.
Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider or bank.
If a refund cannot be processed to the original payment method, we will discuss alternative arrangements with you.
Exchanges
Where stock is available, we may offer an exchange instead of a refund for damaged or incorrect products.
If the requested replacement item is unavailable, we may provide:
- A suitable alternative (with your agreement)
- Store credit
- A refund
Quality Guarantee
We carefully inspect our products before dispatch to ensure they meet our quality standards.
If you believe a product does not meet these standards, please let us know. Customer feedback helps us maintain the quality of our fresh produce and improve our service.
Your Consumer Rights
Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.
If goods are faulty, damaged, unsafe or not as described, you may be entitled to a repair, replacement or refund in accordance with your legal rights.
Contact Us
If you have any questions about this Returns & Exchanges Policy, please contact us.
Cosmic Planet
Address: Swavesey, Cambridgeshire
Email: cosmicboricha@gmail.com
Telephone: 0044 7940 503717
We are committed to resolving any issues fairly and providing excellent customer service.