🔁 Returns & Refunds Policy

 

 

Quick rule: If a parcel arrives damaged, please refuse delivery and return it to the courier. This is the fastest way to resolve issues.

We care about our customers and handle genuine concerns fairly. If something is wrong with your order, we’ll work with you to resolve it as quickly as possible.

Damaged parcels on delivery

  • If your parcel arrives visibly damaged, please refuse delivery and return it to the courier.
  • Once the courier takes it back, contact us so we can assist with the next steps.

Issues found after delivery

  • If you accepted the parcel and later find a problem, such as a wrong item, broken packaging, missing item, or damaged product, contact us within 2 days of delivery.
  • Clear photos are required for all requests, including photos of the product and the outer packaging.
  • For damaged food items, please keep the product, outer packaging, and internal packing materials until the case has been reviewed.
  • Claims cannot be properly assessed if the items or packaging have been thrown away, or if the issue is reported outside the 2-day period.
  • We assess each case individually and may offer a replacement, store credit, or refund depending on the issue.
Refund method: Refunds are processed using a method we confirm with you during the case. GCash may be offered by request where appropriate.

Non-refundable situations

  • Chocolate that melts in transit after the parcel is accepted.
  • Incorrect items chosen by the customer at checkout.
  • Parcels refused without a valid reason.
  • Minor packaging movement, for example tea bags shifting inside a sealed box.
  • Damage claims reported outside the 2-day period, or without clear photos of the product and packaging.
  • Bargain Bin items are discounted and not eligible for returns.

How to request a refund

  • Email refund@buy-british.ph
  • Include your order number and a short description of the issue.
  • Attach clear photos of the product, outer packaging, and any internal packing materials.
  • Please keep the affected product and packaging until we have reviewed the case.

We aim to respond quickly. If you message outside support hours, we’ll reply as soon as we can.