Return Policy

Order Cancellations and Amendments

You may cancel or amend your online order at any time before it has been dispatched.

If you need to cancel or amend your order after payment, please contact us through our Contact Us page as soon as possible. We will make every reasonable effort to cancel or amend your order where possible.

Unfortunately, once your order has been processed and passed to one of our delivery partners, we may no longer be able to cancel or amend it.

Returns Within 14 Days

YUTAKA Shop operates a returns policy in accordance with the UK Consumer Contracts Regulations. You may return eligible items within 14 days of receiving your order.

Unless an item is damaged, faulty or supplied in error, you will be responsible for any postage costs incurred when returning it.

Where an order was placed using a promotional delivery discount, the refund amount may be adjusted if the value of the retained items no longer meets the minimum spend required for the original delivery offer.

Items Excluded from Returns

The right to return an item does not apply to:

• Items that have been opened or had their seal broken.
• Perishable products, including frozen, chilled, bakery, meat, fish and vegetable items.
• Services already carried out by Tazaki Foods Limited as part of your contract, including handling services and associated costs.
• Items that are not in pristine and resalable condition.

This policy does not affect your statutory rights.

Returns After 14 Days

After the initial 14-day period, we may accept an item for return in the following circumstances:

Damaged or Faulty Items

If an item is found to be damaged or faulty, we will either replace the item or provide a refund, including applicable postage costs.

Please tell us whether you would prefer a replacement or a refund. Where a replacement is requested, we may need to receive the faulty item before dispatching a replacement.

A refund for faulty goods is generally available during the first 30 days after purchase. After this period, we may first offer a repair or replacement, where appropriate and in accordance with your statutory rights.

Incorrectly Supplied Items

If we have supplied an incorrect item, we will arrange an appropriate replacement or provide a full refund, including applicable postage costs.

Return Conditions

• Returned items must be in pristine and resalable condition, unless they are being returned because they are damaged or faulty.
• Returned items must be accompanied by a copy of the delivery note or receipt.
• Refunds will only be issued to the original purchaser using the original payment method.

Damaged Items

Although we take care when packing orders, delicate items may occasionally be damaged during transit.

If you receive a damaged item, please accept our apologies and contact us as soon as possible. We will review the issue and arrange a refund or replacement where appropriate.

We may ask you to provide photographs of the damaged item and its packaging to help us investigate the issue with our delivery partner.

Missing or Incorrect Items

Missing Items

If you believe that an item is missing from your order:

• Carefully check the full contents of the parcel, as smaller items may be concealed within the packaging.
• If you are still unable to locate the item, contact us as soon as possible.

Once we have reviewed the issue, we will arrange a replacement or refund where appropriate.

Incorrect Items

If you receive an incorrect item, please contact us as soon as possible so that we can arrange for the correct item to be sent.

We may ask you to return the incorrectly supplied item. Where a return is required because of our error, we will cover the reasonable return postage costs.

Refunds for Promotional Items

Refunds for goods purchased as part of a promotional offer will be calculated according to the terms of that promotion.

Your statutory rights are not affected.

Once payment has been taken and the order has been dispatched, we may be unable to provide a refund for discounted perishable items or items with a limited expiry date, except where required by law or where the item is damaged, faulty or incorrectly supplied.

Non-Delivered Orders

If you have not received an order placed with us, please contact us within 30 days of the order date.

Claims submitted after this period may be more difficult to investigate and may not be eligible for a refund, subject to your statutory rights.

Return Instructions

Before returning any item, please contact us and wait for return instructions. Items returned without prior notice may be refused or may take longer to process.

Approved returns should be sent in their original packaging, where possible, to:

Returned items remain your responsibility until they are received by us. We therefore recommend using a secure, tracked and appropriately insured delivery service, such as Royal Mail Special Delivery.

Please retain your proof of postage until your return and refund have been fully processed.

Refund Processing

Provided that the conditions of this policy are met, Tazaki Foods Limited will refund the returned item and any applicable postage costs.

Refunds will be issued using the same payment method used for the original purchase.

Please allow up to 28 days, in addition to the return delivery time, for your return to be inspected and the refund to be processed.

The time taken for the refunded amount to appear in your account may also depend on your bank or payment provider.

Condition of Returned Goods

Returns are subject to inspection by Tazaki Foods Limited.

Where returned goods have been handled beyond what is reasonably necessary to inspect them, are incomplete, or are not in a resalable condition, we reserve the right to reduce the refund by an amount proportionate to any loss in value or reasonable processing costs, where permitted by law.

Contact Us

To request a cancellation, report an issue or arrange a return, please contact us through our Contact Us page.

Please include your order number, the name used to place the order, details of the affected item and a description of the issue.

Cancellation Before Dispatch

If you wish to change or cancel your order after placing it, please contact us as soon as possible. We will do our best to accommodate your request before the order has been dispatched. However, if the order has already been prepared for dispatch or handed over to the courier, we may not be able to change or cancel the order.

Perishable, Chilled and Frozen Items

Due to the nature of frozen, chilled, meat, fish, vegetables, bakery products and other perishable items, we are generally unable to accept returns, exchanges or cancellations where you have changed your mind or no longer require the products. However, if the item is faulty, damaged, incorrectly supplied, or if there is another issue for which we are responsible, we will handle the matter in accordance with our Return / Refund Policy and your statutory rights.

Returns of Frozen Items

If you wish to return a frozen item, please contact us before returning the item so that we can advise the most appropriate return method.

Where a return is agreed in advance, you will be responsible for arranging and paying for appropriate temperature-controlled packaging, including dry ice where necessary, to help ensure that the product is kept at a suitable temperature during transit. Once we receive the returned item, we will inspect its condition, packaging and temperature control during transit. A refund may be offered where the returned product has been maintained under appropriate temperature-controlled conditions and is received in a suitable condition.

If the product has thawed, increased in temperature, been damaged, been inadequately packed, or has not been returned in a suitable condition due to customer delay or handling, it may not be eligible for a refund.

Failed Delivery Due to Customer Absence

If a parcel is returned to us by the courier due to customer absence, incorrect address details, delayed redelivery arrangements or refusal of delivery, we will review the condition of the returned items before determining the appropriate resolution.

For frozen, chilled and perishable items, a refund or replacement may not be available where product quality can no longer be maintained due to delivery delay or loss of temperature control.

For ambient products, where the items are returned to us unopened and in a resaleable condition, they may be eligible for a refund of the product value. However, delivery costs, return costs, redelivery costs and any other reasonable delivery-related charges may be deducted from the refund amount or charged separately.

If you would like the parcel to be redelivered, our current redelivery charge of £7 will apply. This charge also applies where free delivery was provided for the original order.

Nothing in this policy affects your statutory rights.