Refunds & Complaints Policy

At Rooted Soul we aim to provide high-quality food and service. If there is an issue with your order, please contact us as soon as possible so we can resolve it.

1. Perishable goods

Due to the perishable nature of our products, we do not accept returns of food once it has been delivered.

2. Problems with your order

If your order arrives with any of the following issues, please contact us immediately:

• Incorrect items received
• Missing items
• Food that is damaged, spoiled or not safe to eat
• Food that does not match the description provided when ordering

Where appropriate, we may request a photo of the issue to help us investigate.

3. Resolution options

Depending on the situation, we may offer one of the following:

• Replacement of the affected item(s)
• Partial or full refund
• Credit or voucher for a future order

4. Situations where refunds are not provided

Refunds will generally not be issued if:

• You change your mind after the order has been prepared or delivered
• The issue was not reported within the required timeframe
• The problem was caused by incorrect information provided by the customer (such as an incorrect delivery address)

5. How to contact us

If you experience any problems with your order, please contact us at:

Email: enquiries@rootedsoul.uk
Phone: 07962 816936

We will review your complaint and aim to respond within 24 to 48 hours.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.