Refund policy


Last updated: 2 November 2026

We hope you love everything about your Joypots order. But if something isn't quite right, we're here to help.

Whether you've changed your mind, received the wrong item or something has arrived damaged, here's what you need to know about returns, cancellations and refunds.

1. Returns and Cancellations

Your right to cancel or return an order depends on the products you've purchased.

Under UK consumer law, most online purchases come with a 14-day right to cancel, although certain exceptions apply.

For Joypots products, these exceptions may include:

  • Products that deteriorate or expire rapidly, where the legal exemption applies.

  • Clearly personalised or made-to-order products, where they're made to your specifications.

  • Sealed products that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

Not all food products are automatically excluded from the 14-day cancellation right. We'll apply any exemptions in accordance with UK consumer law.

Where your order qualifies for the statutory cancellation right, you can cancel within 14 days after the day you, or someone you've nominated, receives it. You don't need to give a reason.

2. How to Cancel or Return an Order

If you'd like to cancel or return an eligible order, please email joy@joypots.com with your order number and let us know that you'd like to cancel or return your purchase.

You can also contact us by telephone on 0203 935 7350.

We'll explain the return arrangements and provide the appropriate return address.

For eligible cancellations, you'll need to send the products back within 14 days of telling us you wish to cancel.

Please contact us before sending anything back so we can help you with the process. However, your statutory cancellation rights do not depend on receiving our approval first.

3. Returning Products

Where a return is permitted, please take reasonable care of the products while they're in your possession and package them securely for their journey back to us.

For change-of-mind returns, you may be responsible for the direct cost of returning the products, provided we've informed you of this before you placed your order.

We may make a deduction from your refund if the products have been handled beyond what's reasonably necessary to establish their nature, characteristics and functioning, and their value has been reduced as a result.

If your order is faulty, damaged, incorrect or not as described, your statutory rights apply and we'll cover any return costs we're legally responsible for.

4. Damaged, Incorrect or Faulty Orders

We take care when preparing your Joypots order, but occasionally things don't go quite to plan.

If your order arrives damaged, incorrect or faulty, please contact us as soon as reasonably possible at joy@joypots.com.

It helps if you can include:

  • Your order number.

  • A short description of the problem.

  • Photographs of the product or packaging, where possible.

Photographs can help us understand what happened, but they're not a condition of your statutory rights.

We'll investigate and arrange an appropriate resolution in line with UK consumer law. Depending on the circumstances, this may include a replacement, repair where appropriate, price reduction or refund.

Under the Consumer Rights Act 2015, you may have a short-term right to reject goods that don't conform to the contract, generally within 30 days of delivery. Other remedies may apply after this period.

If you believe a food product may be unsafe, please don't consume it.

5. Exchanges

If you'd like to exchange an item, please contact us at joy@joypots.com before returning it.

We'll let you know what options are available, depending on the product and circumstances.

If a product is faulty or not as described, your statutory rights to an appropriate remedy still apply.

6. Refunds

Where a refund is due, we'll normally return the money to your original payment method unless we agree otherwise.

For eligible cancellations under the statutory 14-day cancellation right, we'll refund the price paid for the returned products and the original standard delivery charge, where applicable.

If you chose a more expensive delivery option, we aren't required to refund the additional cost above our standard delivery charge.

We'll issue your refund within 14 days of receiving the returned products or receiving evidence that you've sent them back, whichever happens first.

If we haven't supplied the goods, the applicable refund deadline is generally 14 days from when you tell us you're cancelling.

For faulty, damaged or incorrectly supplied goods, refunds will be handled in accordance with your statutory consumer rights.

Once a refund has been processed, your bank or payment provider may take a little longer to show the funds in your account.

7. Need a Hand?

We're always happy to help with questions about your order, returns or refunds.

Email: joy@joypots.com
Telephone: 0203 935 7350

For further information about ordering and delivery, please see our Terms & Conditions and Shipping & Delivery Policy.

Nothing in this policy affects your statutory consumer rights.

Thank you for choosing Joypots!