No refunds policy?

AppleChai

My mum recently bought some Oakhouse Foods ready meals while my husband and I were on holiday and therefore unable to cook for her. She's not a fussy eater by any stretch but they were so bad she couldn't eat them, and ended up struggling down to M&S to get replacements to tide her over.

She complained to them and they sent a voucher, but rang them and said she wouldn't order from them again because of the poor quality and would like a refund instead. The rep she spoke to said it's their policy not to give refunds. Is that even legal? I assumed if something was not fit for purpose you would be entitled to a refund.

frugal_mike

This is going to depend on exactly what is wrong with the food. It is perfectly legal for a retailer to refuse refunds if a customer simply changes their mind (if bought in store). If the food is somehow defective then the retailer can't refuse a refund or replacement.

So in what way are they not fit for purpose?

SlowCooker

This is their food return policy:

You must notify us of any shortages, damages, defect in quality or conditions of the product or failure of the product to correspond with the specification within a reasonable period of time. We would normally expect to receive such response within three (3) days of the date of delivery. Failure to notify us within the reasonable time period will result in the loss of your right to reject the goods and your right to have the defects remedied subject to our absolute discretion. Your statutory rights are not affected.

It is essential that your order be returned in the original packaging together with a brief description on the nature of the complaint returned to the delivering distributor. All labels must still be in place. Any return not complying with these terms may be rejected.

If for any reason you cannot return the items to your delivery distributor you may return the packaging to :

RETURNS DEPARTMENT
Oakhouse Foods Ltd
Unit 1 Challeymead Business Park
Bradford Road
Melksham
Wiltshire
SN12 8BU