BAXTERS OF SCOTLAND DELIVERY & RETURNS
Delivery Tracking
For in-depth tracking of your delivery, you can download the DPD app for iOS or Android. The email address and contact number associated with your order will be required to check the status of your order.
Hamper Case Overflow
In some circumstances, it may not be possible to include all your selected additional Artisan Items in one package. We reserve the right to fulfill your order using more than one delivery.
Delivery Address Changes
If you wish to change your delivery address, please send an email to hello@BaxtersOfscotland.com with your current delivery address, order reference number and new delivery address.
BAXTERS OF SCOTLAND RETURNS POLICY
1 What's in this policy?
1.1 This document sets out our policy for accepting returns of items purchased from our site.
1.2 This policy supplements our Supply Terms which are the contractual terms on which purchases from our site are made.
1.3 In this policy, the terms Hamper, Voucher, and Merchant have the meanings given to them in the Supply Terms.
2 Returning a product because you changed your mind
2.1 This applies to consumers only. If you are a business customer, this does not apply. We will only accept returns from business customers where there is something wrong with the Hamper(s) purchased, or if they are not as described on our site – please see paragraph 5 below.
2.2 If you purchased your Hamper as a consumer, you are entitled to change your mind and return your Hamper and receive a full or partial refund.
2.3 Please return your Hamper unused and in its original condition (including all labels and tags intact) with proof of purchase within 14 days of delivery to the designated address, and we’ll give you a refund, provided the conditions set out in this policy are followed.
2.4 We offer a free returns service with our chosen courier. Please contact our Customer Service Team on 01343 822505 or at hello@baxtersofscotland.com to confirm arrangements for collection. We do not accept liability for returned packages damaged during transit back to Baxters.
2.5 If you do not wish to use our chosen courier return service, then you are free to make your own arrangements for sending your return package to eCommerce, Baxters Food Group, Fochabers, IV32 7LD for inspection. However, please note you will be responsible for the cost of the return delivery of your Hamper to us when our chosen courier return service is not used. We do not accept liability for returned packages damaged during transit back to Baxters.
2.6 If you decide to return your Hamper, you must return the entire Hamper, unopened and unused, containing all of the items. You cannot return individual items from your Hamper or receive a partial refund for some of the items in your Hamper.
3 Which returns will not be accepted?
3.1 We will not accept any of the following returns:
(a) Hampers delivered more than 14 days ago;
(b) Hampers that have been opened or unsealed (other than where necessary to inspect);
(c) Hampers or packaging not in their original condition;
(d) Hampers containing any personalised items;
(e) Hampers containing any perishable food or drink products that will expire within 14 days (such as fresh fruit or dairy products); and
(f) Hampers containing only some of the items in its description, where you want to keep the unreturned items. If your Hamper arrives with items missing, then please return in accordance with paragraph 5 below.
3.2 In these circumstances, we may decide to issue only a partial refund, or we may withhold the refund in full.
4 Original Condition
4.1 Original condition means we expect that:
(a) all original packaging and labels will be in good condition so that the Hamper can be resold at full price;
(b) the Hamper and all of the items in it will be unused; and
(c) no items from the Hamper will be missing or retained by you.
4.2 If when we receive your returned Hamper it is not in its original condition and it is clear that you have opened your Hamper and used or damaged one or more of the items in your Hamper in a way which means we cannot resell your Hamper in full to another customer, then we may reduce the amount refunded to you accordingly. In some cases, because of the way you have treated the product, no refund may be due.
5 Refunds for Hampers that are damaged or not as described
5.1 This applies to both consumers and business customers.
5.2 If when your Hamper is delivered to you (or the intended recipient) it is clearly damaged, or if your Hamper does not contain all of the items set out in your order confirmation, then you may be entitled to a refund or a replacement hamper.
5.3 In these circumstances, please contact our Customer Service Team on 01343 822505 or at help@baxtersofscotland.com within 30 days of receipt of your Hamper.
5.4 Our Customer Service Team may ask for evidence (such as photographs) or your Hamper to confirm its condition. If you do not provide the information requested by our Customer Service Team, then we may not be able to process your refund.
5.5 Our Customer Service Team may also request that you return your Hamper to us. In these circumstances, we will arrange and pay the cost of the delivery of returning your Hamper to us.
5.6 Pending review of your evidence or your returned Hamper by our Customer Services Team, you may be entitled to a refund or a replacement Hamper. You should confirm your preferred remedy with our Customer Services Team, who will arrange this for you.
5.7 Any replacement Hamper will be provided to you on the basis of our Supply Terms.
6 Returning a Voucher experience
6.1 The provision of a Voucher experience will be subject to the terms of your contract with the Merchant. We are only responsible for taking payment for the Voucher and passing this to the Merchant. We are not responsible or liable for provision of the Voucher experience.
6.2 It is your responsibility to redeem your Voucher directly with the Merchant in accordance with the terms set by the Merchant.
6.3 Where a Voucher has been purchased by a consumer, that consumer has a right to change their mind and cancel their purchase of the Voucher within 14 days of receipt of their order confirmation, provided the Voucher has not been redeemed with the Merchant prior to cancellation. This right is not available to business customers.
6.4 If the Voucher experience is not as described, then any complaints should be raised directly with the Merchant.
7 Payment of refunds
7.1 All refunds will be issued to the method of payment used at the time of purchase.
7.2 All refunds will be issued to the customer who made the initial purchase with us. This means that if you received your Hamper as a gift, any refund for the return of that Hamper will be paid to the person or company who purchased the Hamper as a gift for you. We do not offer gift vouchers, credit or similar remedies in lieu of payment of a refund.
8 How to contact us
8.1 If you have any queries regarding this Returns Policy, you can contact us at:
(a) Email: hello@baxtersofscotland.com
(b) Telephone: 01343 822505
(c) Post: eCommerce, Baxters Food Group, Fochabers, IV32 7LD
