Refund policy

Returns & Exchanges

Did your order arrive damaged?

We make every effort to package orders securely, although sometimes damage occurs during transit. We suggest that you open all parcels and inspect the contents immediately. If you discover damage to your order, please contact us within five days so that we can submit a claim to the carrier and issue you a replacement.

Was there a flaw or mistake with your order?

We want to ensure that you enjoy your purchase. If there is a flaw to the merchandise, or if we managed to make a mistake somehow in packing your order, we will accept a return for a refund or replacement for orders received within 30 days. For purchases discovered to be faulty within six months, we will issue you an exchange.

Please contact us for further advice.

Have you changed your mind?

If you wish to cancel your pimentohill.co.uk order, please contact us within 14 days of receipt for further advice on how to proceed. Merchandise must be in a new and unopened condition. For purchases made in-store, we reserve the right to exercise our discretion in accepting this kind of return.

Are you unhappy with what you’ve bought?

We always have our range open and available for customers to taste at our stall in Borough Market, and recommend popping in if you can. Unfortunately, we are unable to accept returns of opened product that are otherwise non-faulty. Whilst we do our best to describe our products accurately, whether in store or on our website, please remember that preferences are personal and can be subjective.

To keep in mind

We’re happy to accept returns in line with the above policy. Please ensure that all pimentohill.co.uk returns that are posted back to us are handled by an insured carrier. Pimento Hill cannot be held liable for any returned items that either fail to arrive or fail to arrive in the expected condition. Pimento Hill will not be liable for any customs duty charges incurred when returning goods.

We are unable to accept any goods that are returned outside of the return period, damaged or worn, or are returned without the original documentation.

This policy does not affect your statutory rights.

For more advice, please do contact us.