Refund policy

We take care in packing every order, but if something goes wrong, here's how we handle it.

📦 Damaged Parcels on Delivery

If your parcel arrives visibly damaged, please refuse the delivery and return it to the courier.

💬 Issues After Delivery

If you’ve accepted the parcel and later find a problem, such as a wrong item sent, broken packaging, or something unexpected, contact us within 2 days of receiving it.

We assess each situation individually and may:

  • Issue a full refund via GCash, or 

  • Request the item be returned before processing a refund

📸 Clear photos are required to support any refund request. This helps us identify the issue and handle it properly.

🚫 Non-Refundable Situations

We do not offer refunds for the following:

  • Chocolate that melts during transit if the parcel was accepted

  • Incorrect orders placed by the customer (e.g. choosing the wrong product)

  • Parcels refused without a valid reason

  • Minor packaging movement (e.g. loose tea leaves in a sealed box), this is common with UK brands and does not affect product quality

📬 How to Request a Refund

To request a refund or report a problem:

  • Email support@buy-british.ph

  • Include your order number and a short description of the issue

  • Attach clear images of the product and packaging