Refund Policy
This is the only place our refund terms are stated. It separates three things people tend to run together — changing your mind, receiving something faulty, and an order that never arrived — because your rights differ in each case. The sealed-goods exception in clause 3 is the one most people are not expecting, so it is near the top rather than buried.
Last updated · 12 clauses
01How to start a return
Email hello@zombiepouches.com with your order number and one line on what is wrong — whether you have changed your mind, or the goods are faulty, damaged or not what you ordered. We aim to reply within 1 working day with the return address, and with a prepaid label where we are the ones paying the postage.
There is no form to fill in and no authorisation number to obtain. Telling us plainly that you are cancelling is enough, and an email gives you a timestamp if you ever need to rely on one.
02Changing your mind
Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive your order to tell us you are cancelling, without giving a reason. You then have a further 14 days from telling us to send the goods back.
We refund the price of the goods and the standard delivery cost. If you paid for a faster service than our standard one, we refund the standard rate rather than the upgrade — that is what regulation 34(3) provides, and we would rather explain it here than surprise you with it later.
One limit applies to this right, and it is the next clause.
03The sealed-goods exception on opened tins
This is the clause that catches people out, so it is stated directly rather than buried. Regulation 28(3)(b) of the 2013 Regulations removes the right to cancel for sealed goods which are not suitable for return once unsealed, for reasons of health protection or hygiene.
Our tins are sealed consumables and that exception applies to them. Once a seal is broken the tin cannot be resold, and we cannot verify how a loose food product has been stored or handled.
- Unopened, seal intact — your cancellation right applies in full. Send it back.
- Opened — the cancellation right no longer applies, including where you simply did not like the flavour.
- Faulty, damaged or not what you ordered — your rights are unaffected either way, opened or not. See the next clause.
04If something is faulty, damaged or wrong
This is separate from changing your mind, and the sealed-goods exception does not touch it. The Consumer Rights Act 2015 gives you remedies whenever goods are not of satisfactory quality, not as described, or not fit for purpose — whether or not the tin has been opened.
A tin that arrives damaged, short-filled, mislabelled or with a broken seal is ours to put right. We would rather you told us than wrote it off.
| When you tell us | What you are entitled to |
|---|---|
| Within 30 days | A full refund — the short-term right to reject |
| 30 days to 6 months | A repair or replacement, and a refund if that fails. The burden is on us to show the fault was not present at delivery, not on you to show it was |
| 6 months to 6 years (5 in Scotland) | A repair, replacement or partial refund, though by this point you may need to show the fault was present at delivery |
05Orders that arrive damaged, or do not arrive
Until the goods are physically delivered to you they remain our responsibility — not the carrier's, and not yours. If a parcel is lost or damaged in transit your claim is with us, and we deal with the carrier ourselves rather than sending you to do it.
If a dispatched order has not arrived within five working days, tell us and we will chase it or send a replacement. Carrier delivery estimates are estimates rather than guarantees, which is precisely why a missed one should not be your problem to absorb.
06Who pays the return postage
If you have changed your mind, you pay to send it back. If the goods are faulty, damaged or not what you ordered, we pay — contact us first and we will send a label, rather than leaving you out of pocket waiting to be reimbursed.
Get a proof of postage from the Post Office. It is free, and it starts your refund clock under the clause below whether or not the parcel reaches us promptly.
07How and when you get your money
Refunds go back to the original payment method. We do not offer store credit or a voucher in place of a refund you are entitled to, and we will not ask you to accept one.
For a change of mind, we refund within 14 days of the goods reaching us or of you providing proof that you sent them, whichever comes first. For faulty goods rejected within 30 days, we refund within 14 days of agreeing the refund.
How long the money then takes to appear is down to your bank or card issuer rather than us — usually three to five working days after we process it.
08Deductions we may make
For a change-of-mind return, regulation 34(9) allows a trader to reduce a refund where the value of the goods has been diminished by handling beyond what is necessary to establish their nature and characteristics.
In practice this almost never bites here: an unopened tin either comes back saleable or it does not come back at all, and an opened one falls outside the cancellation right in the first place. We are telling you the power exists rather than relying on it quietly.
09Bundles and multi-packs
A bundle is priced as a unit. If you cancel part of a bundle and keep the rest, we refund the returned tins at the per-tin price you actually paid inside that bundle, not at the single-tin price — otherwise a partial return would hand back more than you were charged.
If returning part of an order takes it below the £24.99 free-delivery threshold, we do not retrospectively charge you for the delivery you originally qualified out of.
10Orders we cancel
We may decline or cancel an order — for example where we cannot satisfy ourselves that you are over 18, where stock turns out to be unavailable, or where a price was displayed in error. Where we do, you are refunded in full including delivery. We will not dispatch an order and then charge a different amount for it.
11If you are unhappy with the outcome
Reply on the same email thread and say so — it reaches the same people. We aim to respond within 1 working day and to resolve a complaint within eight weeks.
If you are still not satisfied, free and independent advice is available from the Citizens Advice consumer service at citizensadvice.org.uk. Nothing in this policy requires you to exhaust our complaints process before exercising a legal right.
12Your statutory rights
Nothing in this policy limits or affects your statutory rights. If anything here reads as less generous than the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, the legislation applies and this document is wrong — please tell us so that we can correct it.