Refund policy

Our products are fresh, perishable food

Our pizzas are handmade and wood-fired to order. They are perishable and are intended to be consumed within 7 days of delivery if kept refrigerated, or frozen immediately for up to 1 month. Because of this, we do not operate a general returns policy in the way non-perishable retailers do — for food safety reasons, once a perishable item has left our kitchen and been delivered, it cannot be accepted back, resold, or exchanged.

This does not affect your legal rights. Full detail below.

Your right to a refund if something's wrong

Under the Consumer Rights Act 2015, you're entitled to a refund, replacement, or repair if your order:

arrives damaged, spoiled, or in unsatisfactory condition
is faulty or not fit for purpose (for example, arrived outside safe temperature due to a delivery failure on our part)
doesn't match its description (including allergen or ingredient information)
is the wrong item

This applies regardless of any "no returns" position on perishable goods — that exemption only ever covered change-of-mind returns, not your statutory right to receive what you paid for in the condition you were promised.

To report a problem: contact us at athome@woodfiresmoke.uk within 48 hours of delivery, with a photo of the item (and packaging, if the issue is temperature- or transit-related). Because the product is perishable, we can't ask you to post it back to us — we'll assess the issue from your description and photos and resolve it directly.

Depending on the issue, we'll offer one of the following:

a full refund
a replacement on your next available delivery slot
a partial refund, where appropriate

Approved refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed since we approved your refund and you haven't received it, please get back in touch.

Cancelling or changing your order

Because your pizzas are made fresh to order, we can accept cancellations or changes up to [X hours/days] before your scheduled dispatch date. Once an order has entered production, we're unable to cancel it, as the ingredients have already been committed and the food cannot be resold.

Cooling-off period — why it doesn't apply here

UK law (the Consumer Contracts Regulations 2013) normally gives online shoppers a 14-day right to cancel an order for any reason. This right specifically does not apply to goods that are liable to deteriorate or expire rapidly — which includes fresh, perishable food like our pizzas. We're flagging this explicitly rather than silently omitting it, so it's clear this isn't an oversight: it's a recognised exemption under the same regulations that create the 14-day right for other goods.

Non-returnable items

For food safety and hygiene reasons, we cannot accept the return of any perishable item once delivered, including for change-of-mind reasons. This applies whether the item has been opened, frozen, or left unopened.

Storage and handling responsibility

Once your order is delivered, safe storage becomes your responsibility. Please refrigerate or freeze your pizzas promptly on arrival, and follow the storage guidance included with your order (consume within 7 days if refrigerated; freeze on arrival for up to 1 month if not consuming immediately; do not refreeze after thawing). We're not able to offer a refund for spoilage caused by delayed storage after a successful, on-time delivery.

Allergens and ingredients

Full allergen and ingredient information is provided on each product page and on the packaging. If you have a food allergy or intolerance, please check this carefully before ordering. If an item doesn't match its stated allergen information, this is treated as a quality issue under "Your right to a refund" above — contact us immediately.