Return and Refund Policy

Effective Date: 01/01/2024 | Last Updated: 03/06/2025

At Bodrum Foods UK, we are committed to delivering high-quality food products and excellent customer service. Due to the nature of food and perishable items, certain conditions apply to returns and refunds in line with UK Food Safety and Consumer Protection regulations.

By placing an order with Bodrum Foods UK, you agree to the terms set out in this policy.

1. Perishable Goods – No Returns

For health, hygiene, and safety reasons, we do not accept returns on perishable food items unless they are:

• Delivered damaged
• Incorrectly supplied
• Expired at the time of delivery due to a dispatch error on our part

Perishable items include (but are not limited to): fresh, chilled or frozen goods; products with a short shelf life; opened food packages; products requiring refrigeration; and any food items once unsealed.

2. Damaged, Incorrect or Expired Items

If your order arrives damaged, incorrect, or contains expired products, you may be eligible for a replacement, store credit, or refund. All claims are subject to the following conditions:

• You notify us within 48 hours of delivery.
• Clear photographic or video evidence is provided, showing the product, its packaging, the batch/lot number, expiry date, and the nature of the damage.
• The product remains unused and unopened where applicable.

3. Non-Perishable Items – Refund Eligibility & Customer Error Policy

As all products sold by Bodrum Foods UK are food items, physical returns cannot be accepted under any circumstances once goods have left our facility. This applies to both perishable and non-perishable products, in accordance with UK food safety and hygiene regulations.

A refund or store credit for non-perishable goods may be considered only under the following conditions:

• The request is made within 14 days of delivery.
• The item is unused and unopened, in its original, undamaged packaging.
• Proof of purchase is provided.
• The reason for the request is not due to a customer-initiated error (see below).

Important Notice Regarding Customer-Initiated Errors: We cannot accept refund requests for items purchased in error by the customer, including but not limited to incorrect item selection, accidental duplicate orders, or purchasing an excessive quantity. As all food products cannot be restocked or resold once dispatched due to strict food safety regulations, all items in your order are considered final once they leave our facility.

4. Refund Processing

• Refunds are processed within 5–7 business days to the original payment method.
• Shipping charges are non-refundable unless the error is on our part.
• In the case of partial order refunds, only the value of the affected item(s) will be refunded.

5. Delivery Issues

5.1 Delivery Charges: Orders over £40 qualify for free delivery; orders under £40 incur a charge of £5.99. Fees are non-refundable once dispatch begins.

5.2 Customer Responsibility: It is the customer's responsibility to monitor tracking and ensure availability for delivery. Bodrum Foods UK accepts no liability for failed deliveries due to customer absence.

5.3 Liability: Once marked as delivered by the courier, responsibility passes entirely to the customer, including parcels left in a "safe place".

6. Repeated or Suspicious Claims

We reserve the right to decline claims from customers with a history of repeated or irregular refund requests.

7. Chargebacks & Payment Disputes

We encourage customers to contact us directly before initiating any chargeback. We reserve the right to provide all evidence to the payment provider in our defence.

8. Contact Information