Returns, Refunds and Right of Withdrawal
Last updated: 7 September 2026
This policy forms part of our Terms and Conditions.
Part 1 — Right of withdrawal (changed your mind)
Your right
If you are a consumer in the European Union, you may withdraw from your purchase within 14 calendar days without giving a reason.
The period starts on the day you, or someone you have nominated, takes physical possession of the goods. If your order arrives in several parcels, it starts when you receive the last item.
Products this does not cover
The withdrawal right does not apply to:
- Perishable goods, meaning anything liable to deteriorate or expire rapidly, including fresh and chilled products and items with a short remaining shelf life
- Sealed goods that have been unsealed, where returning them is unsuitable for health protection or hygiene reasons — this covers opened food and drink products
- Goods made to your specification or clearly personalised, including custom hampers and engraved or personalised items
- Goods that were inseparably mixed with other items after delivery
Where a product is excluded, we say so on the product page before you buy. Unopened, sealed, shelf-stable products in their original condition, with any seals or shrink-wrap intact, are returnable in the normal way.
How to withdraw
Tell us within the 14 days, using either the model withdrawal form at the end of this policy, or any other clear statement. An email to info@gourmet.wearedoubledot.com saying that you wish to withdraw is enough.
What matters is that your message is sent within the 14-day window, not when we reply. We will acknowledge receipt and issue return instructions within 72 hours.
Returning the goods
Send the goods back within 14 days of telling us you are withdrawing, to:
Gourmet Groceries — Returns
173 Giannou Kranidioti Street
2235 Latsia, Nicosia, Cyprus
You pay the cost of return where you are withdrawing because you changed your mind. If you would prefer us to arrange a courier collection we can do so, and we will deduct the actual cost from your refund — ask us for a quote before you decide.
We recommend a recorded, registered or tracked service, and suggest retaining proof of dispatch and using postal insurance. Until the goods reach us they remain your responsibility, and we cannot accept responsibility for returned goods lost or damaged in transit.
You may examine the goods as you would in a shop. If their value is reduced because you have handled them more than that, we may deduct the reduction from your refund.
Your refund
We refund within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is sooner.
We refund to your original payment method. There is no fee for this.
We refund the price of the goods, including any VAT charged on them, plus the standard delivery cost you originally paid. If you chose an express or upgraded service, we refund the standard rate rather than the premium. If you are returning only part of an order, the original delivery cost is not refunded.
Withdrawal on international orders
If your order was delivered to a duties-paid destination (United States, United Kingdom, Canada or Japan), the duties we paid are generally not recoverable once the goods have entered the country. Where the law permits, we may deduct documented non-recoverable duty from a change-of-mind refund, and we will tell you the amount before you decide to proceed.
For all other destinations outside the European Union, import charges you paid are a matter between you and your customs authority. Many countries operate a duty drawback scheme for returned goods, and we will supply any documentation you need in order to claim.
None of this applies where the goods were faulty, damaged or incorrect. See Part 2.
Part 2 — If something is wrong with your order
These rights are separate from and additional to the withdrawal right. They apply to all customers, including on opened and perishable products, and they are not limited to 14 days. Under EU law you have at least two years from delivery to raise a lack of conformity.
Damaged in transit
If a delivery arrives visibly damaged, you may refuse acceptance from the courier.
If you discover damage after opening the parcel, please document it and contact us as soon as you reasonably can, ideally within 7 days of receipt, by telephone or at info@gourmet.wearedoubledot.com. Reporting later does not remove your statutory rights, but early contact helps us resolve the claim with the courier.
Please send:
- Your order number and a short description of the damage
- Photographs of the damaged product
- Photographs of the packaging inside the box
- A photograph of the outer box with the shipping label visible
Where a product arrives damaged or is found to be faulty, we reimburse both the cost of the item and the original delivery fee. Damaged items should be returned within 14 days of delivery, and we will provide instructions.
Please note that minor denting or slight deformation of tins is normal in air freight and is not treated as damage. A split, leaking or seriously deformed tin is.
Incorrect, defective or not as described
If you receive the wrong item, a faulty item, or something that does not match its description, contact us as soon as you reasonably can, ideally within 7 days of delivery, with your order number and photographs.
We will put it right at no cost to you, normally by replacement or refund, whichever you prefer and whichever is available. You will not pay return postage on a faulty or incorrect item. Items should be returned within 14 days, after which an exchange or full refund is processed once the issue is verified.
Where a repair or replacement is not possible or would be disproportionate, you are entitled to a price reduction or a refund.
Missing items
Contact us with your order number and a photograph of the shipping box and its contents as received, and we will resolve it.
Part 3 — Practical detail
Timings
- We acknowledge your request and issue return instructions within 72 hours
- Refunds are issued within 14 days of receiving the goods or proof of return
- Refunds typically appear on your statement within 3 to 10 business days, depending on your bank
If more than 14 days have passed since we told you a refund was issued and you have not received it, please email info@gourmet.wearedoubledot.com.
Exchanges
The quickest route is usually to return the original item and place a new order, so that you are not waiting on our return processing. If you would rather exchange directly, tell us and we will arrange it.
Store credit
You may ask for a refund as store credit instead of a refund to your original payment method. There is no advantage or disadvantage either way — the amount is identical, and the choice is entirely yours. We will never issue store credit in place of a cash refund without asking you first.
Cancelling before dispatch
If you wish to cancel an order that has not yet been dispatched, contact us immediately at info@gourmet.wearedoubledot.com. Because many of our products are natural, seasonal and prepared for dispatch quickly, we cannot always stop an order in time, but we will always try. If we cannot, your statutory right to withdraw after delivery still applies as set out in Part 1.
Business customers
If you bought for business purposes you are not a consumer, and the withdrawal right in Part 1 does not apply. Returns are by agreement under your commercial terms. Rights relating to faulty or non-conforming goods are governed by the contract between us and by applicable law.
Gift orders
The purchaser holds the contract with us and exercises these rights, and refunds are made to the purchaser. If you have received a gift with a problem, please contact us — we can usually arrange a replacement directly with the recipient.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You may also use any other clear statement.
To: S.E. Gourmet Grocery CY Trading Ltd, 173 Giannou Kranidioti Street, 2235 Latsia, Nicosia, Cyprus. Email: info@gourmet.wearedoubledot.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
……………………………………………………………………………………………..
Ordered on / received on: ……………………………………………………….
Order number: ……………………………………………………….
Name of consumer(s): ……………………………………………………….
Address of consumer(s): ……………………………………………………….
……………………………………………………………………………………………..
Signature of consumer(s) (only if this form is notified on paper): …………………………..
Date: …………………………..
Delete as appropriate where the form offers alternatives.
Questions
info@gourmet.wearedoubledot.com | +357 22480712