Returns, Refunds & Order Problems

We take great care when preparing and packing every Cross Bank Farm order. However, should something go wrong, please contact us and we will do our best to put it right promptly.

Food products

Because our food products are perishable and cannot be resold once dispatched, we cannot normally accept returns or offer refunds simply because you have changed your mind.

This does not affect your legal rights.

Please contact us if an item:

  • arrives damaged or leaking;

  • is faulty or unsafe;

  • is not what you ordered;

  • differs materially from its description; or

  • is missing from your delivery.

Please email us within 48 hours of delivery, where reasonably possible, and include:

  • your name and order number;

  • a description of the problem; and

  • clear photographs of the product, packaging and parcel.

Please do not dispose of the item or its packaging until we have responded, unless keeping it would be unsafe.

Once we have reviewed the issue, we may offer an appropriate replacement or refund. You will not be required to return damaged or unsafe food unless we specifically arrange this with you.

Incorrect delivery details and uncollected parcels

Customers are responsible for providing a complete and accurate delivery address.

We cannot normally refund or replace orders that cannot be delivered because an incorrect or incomplete address was supplied, or because the parcel was not collected or accepted. Where an order is returned to us and the products remain suitable for resale, we will contact you to discuss the options available. Additional postage may be payable before the order is sent again.

Delivery delays

Please contact us if your order has not arrived within the expected delivery period.

If your parcel is lost in transit or was not delivered to the agreed address, we will investigate with the delivery provider and arrange an appropriate replacement or refund. Responsibility for ensuring an online order reaches the agreed delivery location normally remains with the retailer.

Non-food products

For eligible non-perishable products purchased online, you may have the right to cancel your order within 14 days of receiving it and then a further 14 days in which to return it.

Returned products must be unused, in their original condition and packaged securely. Unless the product is faulty, damaged or incorrectly supplied, the customer is responsible for the return postage cost.

Please contact us before returning anything so that we can provide the correct return instructions. The usual 14-day cancellation rules for online purchases apply unless a statutory exception covers the product.

Cancellations before dispatch

Contact us as soon as possible if you need to cancel an order.

Where an order has not yet been prepared or dispatched, we will normally be able to cancel it and issue a refund. Once a food order has been prepared or dispatched, cancellation may no longer be possible.

Contacting us

Please send all order enquiries to:

Email: info@crossbankfarm.co.uk
Cross Bank Farm, Wem, Shropshire

Please include your order number wherever possible.

Your statutory rights

Nothing in this policy limits or excludes your rights under UK consumer law. Goods must be of satisfactory quality, fit for purpose and as described.