Refund policy

At The Norfolk Deli, we take great care in sourcing, handling, and dispatching artisan cheeses and fine foods. Many of our products are fresh, perishable, and handmade, which means they naturally vary in appearance and maturity. This policy is designed to be fair, transparent, and in line with industry standards across specialist cheese retailers.

 

Perishable Goods (Including Cheese)

Due to the perishable nature of cheese and chilled food products:

  • We do not accept returns of perishable items once they have been delivered, unless they are faulty or damaged on arrival.
  • This is standard practice across specialist cheese retailers and complies with UK consumer law exemptions for perishable goods.

Faulty or Damaged Items

If an item arrives damaged, spoiled, or incorrect, please contact us within 24 hours of delivery.

To help us investigate and resolve the issue quickly, we ask that you provide:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the item and packaging

Where a fault is confirmed, we will offer one of the following, at our discretion:

  • A replacement
  • A partial refund
  • A full refund

Refunds are issued to the original payment method.

Natural Variation in Artisan Cheese

Our cheeses are:

  • Handmade
  • Naturally ripened
  • Subject to seasonal and batch variation

As such:

  • Differences in appearance, texture, rind pattern, colour, aroma, or maturity are normal and expected.
  • These variations do not constitute a fault.

We are unable to offer refunds where dissatisfaction is based on:

  • Personal taste preference
  • Natural ripening differences
  • Comparison with cheeses purchased elsewhere

Storage & Handling Responsibility

Once delivered:

  • The responsibility for correct storage transfers to the customer.
  • We provide guidance on storage and shelf life, and following this advice ensures cheeses remain in optimal condition.

Cheese should be:

  • Refrigerated promptly on arrival
  • Stored as advised (e.g. wrapped appropriately, correct fridge temperature)

We cannot accept responsibility for deterioration caused by incorrect storage after delivery.

Delivery Issues & Couriers

We dispatch all orders in good time and in accordance with our delivery terms.

Please note:

  • Delays caused by couriers are outside our direct control
  • The recipient is responsible for ensuring availability to receive deliveries or making suitable arrangements (e.g. safe place or neighbour)

We cannot offer refunds for:

  • Missed deliveries
  • Parcels delayed due to recipient unavailability
  • Delays caused by courier network pressures once dispatched

Non-Perishable Items

For non-perishable goods:

  • Returns may be accepted within 14 days of delivery
  • Items must be unused, unopened, and in original condition

Return postage costs are the responsibility of the customer unless the item is faulty.

Contact Us

If you have any concerns, please contact us at:

info@norfolk-deli.co.uk

We aim to respond promptly during business hours

We are a small, independent business and pride ourselves on being approachable, responsive, and fair.