Return & Refund Policy
At Sierra Naturals, we take care to ensure that our products are supplied in good condition and meet the information provided on our website. If there is a problem with your order, please contact us as soon as possible so that we can help resolve it.
1. Returns
Because our products are food ingredients and superfoods, returns are subject to the nature of the product and applicable UK consumer law.
For hygiene, food safety and product-quality reasons, we generally cannot accept returns of food products that have been opened, used, altered, or stored incorrectly after delivery.
Certain food products may also be excluded from change-of-mind cancellation rights where they are perishable or otherwise unsuitable for return. Your statutory rights are not affected.
If you wish to return an eligible unopened product, please contact us before sending anything back. We will provide instructions on how to proceed.
2. Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or incomplete, please contact us as soon as possible.
To help us investigate the issue, please provide:
- Your order number
- A description of the problem
- Photographs of the product and packaging where applicable
- Any other information we may reasonably require
Please retain the product and its packaging until we have advised you what to do next.
Where a product is faulty, damaged, not as described, or otherwise does not meet your legal rights, we will work with you to provide an appropriate remedy in accordance with applicable UK consumer law.
3. Refunds
Where a refund is approved, it will normally be made using the original payment method.
For eligible online cancellations, refunds will be processed in accordance with applicable UK consumer law. Where the law requires a refund of standard delivery charges, these will also be refunded.
The timing for the refund to appear in your account may depend on your bank or payment provider.
4. Products That Cannot Be Returned
For food safety and quality reasons, we cannot accept returns where a product has been:
- Opened or used
- Damaged after delivery through improper handling or storage
- Contaminated after delivery
- Returned without prior approval
- Altered from its original condition
This does not affect your statutory rights where a product is faulty, damaged on arrival, incorrectly supplied, or not as described.
5. Incorrect or Damaged Delivery
If you receive a product that is different from what you ordered, or your order arrives damaged, please contact us promptly.
We will assess the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with your statutory rights.
6. Wholesale Orders
For wholesale or business orders, return arrangements may differ depending on the order, product, quantity and terms agreed at the time of purchase.
If you have a problem with a wholesale order, please contact our team directly and provide your order details so we can review the matter.
7. Contact Us
If you have a question about a return or refund, please contact us before sending a product back.
Sierra Naturals
Email: contact@sierranaturals.eu
Phone: +44 7814406987
We will review your request and advise you of the appropriate next steps.
Your Statutory Rights
Nothing in this policy is intended to exclude or limit any rights you may have under UK consumer law. Where a product is faulty, not as described, or otherwise fails to meet the standards required by law, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.