Refund policy

Your order is with PrepareHQ Ltd, company number 16572092. For help, email info@preparehq.com, including your name, order or enquiry reference and delivery postcode if available.

Our registered office and correspondence address is 122 Fore Street, Saltash, England, PL12 6JW. This address is for letters and cancellation notices. For food parcels, use the return arrangements below.

Digital downloads: cancellation and file problems

You normally have 14 days after the digital contract is made to cancel. At checkout, we ask for your express request for supply to begin during that period and your acknowledgement that this cancellation right ends when supply begins. We confirm that request and acknowledgement by email. The right ends only when the legal requirements for early supply have been met; payment alone does not remove it.

Before supply begins, email info@preparehq.com or contact us using any clear cancellation statement. You can use the optional cancellation form below. Where you have a right to cancel, we refund without undue delay and within 14 days of being told, using the original payment method unless you agree otherwise, with no refund fee.

Your rights if files are faulty or not as described remain. We will provide the remedy required by law, which may include repair, replacement or a price reduction up to a full refund. Tell us the product, order reference and problem so we can help; do not send sensitive completed records. We do not offer an additional change-of-mind guarantee after the statutory cancellation right has ended.

Food: if you change your mind

For an eligible consumer purchase made at a distance (online, by email or by phone), you can cancel from the time you place the order until 14 days after the day you receive the goods. If one order arrives in separate deliveries, this period runs from receipt of the final delivery. You do not need to give a reason.

Tell us clearly that you wish to cancel before the deadline. Email is a convenient way to keep a record, but you can use any clear statement or the optional cancellation form. You do not have to wait for our permission to exercise your cancellation right.

We do not offer an additional change-of-mind return period beyond your legal rights.

Food tins and their seals

Keep the tins' protective food seals intact if you are considering returning them. The change-of-mind cancellation right does not apply to sealed food that becomes unsealed after delivery and is then unsuitable for return for health protection or hygiene reasons. Opening the outer delivery carton to inspect the tins is different from breaking a tin's food seal.

There is no separate taste or satisfaction guarantee for opened food. This does not restrict your rights if food is faulty, unsafe, incorrectly supplied or not as described.

Sending an eligible return

For an eligible change-of-mind food return, send your parcel to:

PrepareHQ Ltd
20 Laurel Lane
TQ14 0AL
United Kingdom

Tell us clearly that you are cancelling within the cancellation period. Email info@preparehq.com if you need help with your return, and include your order reference with the parcel if available so we can identify it. You do not need our approval or a returns number to exercise your cancellation right. Do not send a parcel to the manufacturer unless we have specifically arranged this for your order.

Send the goods back without unnecessary delay, and no later than 14 days after the day you told us you were cancelling. For an ordinary change-of-mind return, you pay the direct cost of returning the goods. This is separate from any free delivery offered on your original order.

If your goods cannot normally be returned by post, your written proposal will state the return cost, or a reasonable estimate, before you agree to order.

Pack the tins securely to protect them in transit. You may use suitable alternative packaging; the original delivery carton is not required. Keep evidence that you sent the goods back.

Refunds after cancellation

If your order is cancelled before payment is collected, no payment is taken. We cancel the payment authorisation rather than issue a refund. Your bank controls how quickly any temporary hold disappears. If payment has already been collected, the refund rules below apply.

We refund the amount due using the original payment method, unless you expressly agree otherwise. We do not charge a restocking or refund processing fee.

For cancellation of the whole order, we also refund any standard delivery charge you paid. If you chose a more expensive delivery option, we only refund the equivalent standard delivery amount. We do not deduct a previously uncharged delivery cost from an order that originally had free delivery.

We may make a deduction only for actual loss in value caused by handling beyond what was reasonably necessary to inspect the goods, where the law permits it. We will explain any such deduction.

Where you are returning the goods, we refund without unnecessary delay and within 14 days after we receive them back or receive evidence that you sent them back, whichever is earlier. We may withhold the refund until that point. If we have offered to collect the goods, or there are no goods to return, the refund is due within 14 days after we are told of the cancellation.

Damaged, incorrect or faulty goods

If there is a problem with your order, contact info@preparehq.com as soon as you can. An order or enquiry reference, delivery postcode, description of the problem and, where possible, photographs and the tin's batch code can help us investigate. Photographs and original packaging are not conditions of your legal rights.

We will arrange the remedy you are entitled to under consumer law and bear the reasonable return costs where the law requires us to. We will explain whether affected goods need to be returned or made available for collection, and confirm the correct address or collection arrangements. Contact PrepareHQ for support even when the manufacturer delivered your order directly.

There is no seven-day cut-off that removes your rights concerning faulty, damaged or misdescribed goods. Your statutory rights remain unaffected by this policy.

Optional cancellation form

Complete and send this form only if you wish to cancel the contract. You may instead make any other clear cancellation statement.

To: PrepareHQ Ltd, 122 Fore Street, Saltash, England, PL12 6JW; info@preparehq.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*):

Goods/service: ____________________

Ordered on (*) / received on (*): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.

Use the address in this cancellation form for correspondence and cancellation notices. For food parcels, follow the return arrangements set out above. This does not limit the return rights explained above.