Returns & Exchange Policy

Last Updated: July 2026

At DOA Foods UK, we want you to be satisfied with every purchase. If there is a problem with your order, we will work with you to resolve it fairly and promptly.

This policy explains when you may be entitled to a replacement, exchange, refund or store credit.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

1. Eligible Returns

You may be eligible for a replacement, refund or exchange if the Product:

• arrives damaged;
• is defective;
• is spoiled or unsafe for consumption;
• is incorrect;
• is incomplete;
• does not match its description; or
• has a verified manufacturing fault.

For fresh, chilled and frozen Products, any issues must be reported within 24 hours of delivery.

For non-perishable Products, requests should be made within 7 days of receiving your Order.

2. Items That Cannot Be Returned

For food safety and hygiene reasons, we cannot accept returns for:

• fresh food;
• chilled food;
• frozen food;
• Products that have been opened or partially consumed;
• Products that have been stored incorrectly after delivery;
• Products damaged after delivery due to customer handling;
• change of mind or buyer’s remorse; or
• Products ordered in error by the customer.

This does not affect your statutory rights where Products are faulty, damaged or not as described.

3. Conditions for Returns

To qualify for a return, replacement or refund, you must:

• contact us within the applicable reporting period;
• provide your Order number;
• provide a clear description of the issue;
• supply photographs of the Product and packaging where requested;
• retain the Product until we have completed our investigation; and
• follow any return instructions provided by our Customer Support Team.

Where a return is approved, Products should be returned in their original packaging wherever reasonably possible.

4. How to Request a Refund or Replacement

To report a problem with your Order, please contact us using one of the following methods:

Email: admin@doafoods.co.uk

You may also contact us through our official Facebook or Instagram pages.

To help us investigate your request quickly, please include:

• your Order number;
• your full name;
• a description of the issue;
• photographs of the affected Product; and
• photographs of the outer packaging where applicable.

We aim to respond to all enquiries as quickly as possible during business hours.

5. Collection of Returned Products

Where we require a Product to be returned, DOA Foods UK may arrange collection through one of our approved courier partners.

If collection is required:

• we will arrange the courier booking;
• the courier will contact you to agree a suitable collection date; and
• you should package the Product securely for collection.

In some cases, we may ask you to dispose of the Product safely instead of returning it.

6. Inspection of Returned Products

Once a returned Product has been received, our Quality Team will inspect it to verify the reported issue.

Where the claim is approved, we will offer one of the following remedies:

• replacement Product;
• exchange for an equivalent Product;
• full refund;
• partial refund; or
• store credit.

If our inspection finds no fault with the Product, we will explain our findings before closing the claim.

7. Refunds

Approved refunds will be processed using the original payment method wherever possible.

Refunds are normally processed within 5–10 Business Days, although the time taken for funds to appear in your account may vary depending on your payment provider.

Delivery charges will only be refunded where:

• The entire Order is faulty;
• The incorrect Order was supplied; or
• We are legally required to do so.

8. Exchanges

Where stock is available, we may offer a replacement or exchange instead of a refund.

Exchanges are subject to Product availability.

If the requested replacement is unavailable, we will offer an alternative remedy.

9. Restocking Charges

No restocking fee will apply where a Product is:

• faulty;
• damaged;
• incorrectly supplied;
• incomplete; or
• unsafe for consumption.

For approved returns of non-perishable Products that are not faulty, a 10% restocking fee may apply to cover handling and processing costs, where permitted by law.

No restocking fee will be applied where your statutory consumer rights require a full refund.

10. Customer Responsibilities

Customers are responsible for:

• inspecting their Order immediately upon delivery;
• storing Products in accordance with any storage instructions;
• refrigerating or freezing perishable Products promptly;
• reporting issues within the timescales stated in this policy; and
• providing accurate information when making a claim.

Failure to follow these responsibilities may affect our ability to approve a claim.

11. Your Statutory Rights

This Returns & Refund Policy does not limit or replace your legal rights under:

• the Consumer Rights Act 2015;
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
• any other applicable UK consumer protection legislation.

Where this policy differs from your statutory rights, your statutory rights will always take precedence.

12. Contact Us

If you have any questions regarding this policy, please contact us:

DOA Foods UK

Trading Name of DOA Spice and Foods Limited

Email: admin@doafoods.co.uk

Website: www.doafoods.co.uk

Customer Support Hours

• Monday to Thursday: 9:00 am – 5:00 pm
• Friday: 9:00 am – 12:00 pm