Shipping/ Returns

Return & Refund Policy

At MasWorth, we are committed to providing high-quality food products to our customers. Due to the nature of our products, we have a strict return policy to ensure food safety and prevent potential health risks.

By placing an order with us, you agree to the terms outlined in this policy.

For health and safety reasons, we do not accept returns or exchanges on food products once they have been dispatched, except in the case of a faulty or incorrect item. This policy is in place to protect our customers and prevent any health and safety risk.

Refunds & Damages Policy
We take great care in packing and dispatching all orders to ensure they arrive in perfect condition.

However, in the rare event that a product is damaged during transit, please carefully review the following terms regarding refunds and replacements:

1. Inspection Upon Delivery
All customers are required to inspect their parcels at the time of delivery. Any damage should be noted with the courier immediately. Failure to do so may affect your eligibility for a refund or replacement.

2. Reporting Damaged or Faulty Items
If any items inside your parcel are found to be damaged or leaking:

You must report the issue within 24 hours of delivery.

Claims must be submitted via email to [email protected] and must include:

Clear photos of the outer packaging, damaged product(s), and shipping label.

A brief description of the issue.

Claims submitted after this time frame, or without supporting evidence, may not be eligible for a refund or replacement.

3. Courier Responsibility
Once a parcel has been collected or delivered in good condition, responsibility for any damage lies with the courier. We will work with our delivery partners to investigate genuine claims, but customers must follow the proper reporting process for any compensation to be considered.

4. Repeated Claims
For the protection of our business and to prevent abuse of our refund policy, multiple claims from the same customer or delivery address may be subject to additional verification, or may be refused at our discretion.

5. Change of Mind or Unwanted Items
Refunds for unwanted items are only offered if the products are returned unused, sealed, and in original condition within 14 days of delivery. Return shipping costs are the responsibility of the customer unless the return is due to a verified fault or error on our part.

If approved, we will process your refund within 7 business days using the original payment method.

4. Incorrect or Missing Items
If you receive an incorrect product or are missing an item from your order, please contact us within 14 days of delivery, and we will work to resolve the issue as quickly as possible.

5. Order Cancellations
• You may cancel your order before it is dispatched for a full refund.
• Once an order has been dispatched, it cannot be cancelled due to the perishable nature of our products.

6. Contact Us
For any issues related to your order, please reach out to our support team at:
[email protected]
+44 20 7788 7608

We value your trust and strive to provide the best possible service while ensuring food safety and compliance with UK regulations.