1. Overview

At Collanature Ltd, we specialise in frozen, perishable bone broth. Because of the nature of our products, standard UK consumer return rules do not fully apply. Under the Consumer Contracts Regulations, perishable goods cannot be returned unless they arrive damaged or unusable at the moment of delivery.

This Refund & Return Policy explains your rights and our responsibilities when ordering from Collanature.co.uk.

2. Perishable Goods — No Returns

Our products are frozen, temperature-sensitive, and perishable.
For this reason:

We do not accept returns for any reason other than damage occurring during delivery.

Once the product has left our facility and been delivered successfully to the customer, it cannot be returned, resold, or restocked for safety and hygiene reasons.

3. Damaged or Defective Goods

If your order arrives damaged, thawed, or in unacceptable condition, please contact us immediately.

To process your claim, you must provide:

• Clear photos of the outer packaging

• Photos of the inner packaging

• Photos of the product itself

• Your order number

Important:

• The parcel may be refused upon delivery if visibly damaged — DPD will return it to us.

• Reporting damage after the product has thawed due to customer handling is not eligible for refund.

Once verified, we may offer:

• A replacement order, or

• A partial/full refund (case-by-case review)

Refunds for damaged goods are not automatic — a member of our team will assess the case.

4. Delivery Issues

If you are not home

DPD provides:

• A delivery time slot

• Options to leave with a neighbour,

• Leave in a safe place,

• Or deliver to a Pickup Shop.

If the customer chooses an alternative delivery option (safe place, neighbour, shop), the customer becomes responsible for the parcel once delivered.

Courier delays

Collanature Ltd is not responsible for delays caused by the courier.
However, if a delay causes the product to arrive damaged, we will assess the situation and assist accordingly.

5. Incorrect Address or Customer Error

Refunds will not be issued if:

• The customer entered an incorrect address

• The customer missed delivery attempts

• The parcel spoiled because it was left outside after delivery

Frozen goods must be taken inside and stored properly immediately upon delivery.

6. Non-Refundable Situations

No refunds will be issued for:

❌ Customer changing their mind
❌ Dislike of taste, texture, consistency
❌ Products opened or used
❌ Products thawed due to customer handling
❌ Failure to store product correctly
❌ Choosing the wrong product
❌ Orders placed by mistake after dispatch

These rules align with UK law for perishable and temperature-controlled foods.

7. Refund Processing Time

If a refund is approved, it will be processed to the original payment method within:

5–7 business days

Processing time depends on your bank or card issuer.

Delivery fees are not refundable unless the entire order is proven damaged upon arrival.

8. How to Contact Us

To report a damaged parcel or request a refund review, contact:

📩 Email: contact@collanature.co.uk
📞 Phone: +44 (0)20 7870 1605

When contacting us, please include:

• Your full name

• Order number

• Photos of the issue

• A brief description of the problem

We respond within 48 hours (working days).

9. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law.