Refund policy

At Made By Demand, we want you to enjoy every purchase with confidence. This policy explains your rights when returning items, how refunds are processed, and the circumstances where returns are not possible. It is written in line with UK consumer protection laws, including the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and the Food Safety Act 1990.

 

Change of Mind Returns

Personal Hygiene Items (Exfoliating Gloves)

  • UNOPENED AND SEALED ONLY: Items in original, unopened packaging
  • You must notify us within 14 days of receiving your order
  • Must be returned within 14 days of notification
  • The packaging seal must be completely intact
  • No visible signs of use or handling
  • You will be responsible for the return shipping costs unless the item is faulty.
  • Refunds will only be issued once the returned goods have been inspected and confirmed to be in resaleable condition.

Food Products (Sauces)

  • For health and safety reasons, the following items cannot be returned or refunded unless they are faulty/damaged.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please follow the steps below:

  • Immediate reporting: Contact us at returns@madebydemand.com within 48 hours of delivery
  • Photo evidence: Required for damage claims
  • Packaging: Retain all original packaging materials

You will be entitled to:

  • Replacement: Sent immediately upon verification
  • Full refund: If replacement not available
  • No cost: All shipping costs covered by us


Sale & Promotional Items

  • Items purchased in a sale or promotion cannot be refunded.


General Exemptions

  • Items damaged by misuse, negligence, or normal wear and tear
  • Items returned after the applicable return period
  • Items without proof of purchase
  • Items that have been altered or modified


Return Process

To request a return:

  1. Email us at returns@madebydemand.com with your order number and reason for return.
  2. We will confirm whether your item is eligible and provide the return address.
  3. Package the item securely. For hygiene products, items must be unopened and in original packaging.
  4. We recommend you send the item using a tracked and insured shipping service. Proof of postage is required.


Refunds

  • Refunds will be issued to your original payment method within 14 days of us receiving and inspecting the returned item.
  • Original shipping costs are refundable only where the item is faulty, damaged, or incorrect.
  • If you return an item for reasons other than fault (e.g., change of mind), original delivery charges are not refunded.
  • Items not meeting return conditions will be returned to you
  • Return shipping costs at your expense


Exchanges

We do not offer direct exchanges. If you would like a different item, please return your eligible product for a refund and place a new order.


Food Safety & Quality

In line with the Food Safety Act 1990, we cannot re-sell returned food products, which is why returns are only accepted in cases of fault, damage, or incorrect delivery. All food items leave our facility with strict quality control checks.


Policy Updates

Changes to This Policy

  • Updates will be posted on our website
  • Material changes will be communicated via email
  • Continued use constitutes acceptance of updated terms

Applicable Version

  • Version in effect at time of purchase governs your return
  • Policy date clearly displayed on all versions


Important Notice: This policy is designed to comply with UK consumer protection legislation whilst ensuring the health and safety of all customers. If you have specific questions about your return rights, please contact our customer service team at support@madebydemand.com for guidance.

Made By Demand Limited
Registered in England and Wales
Company Number: 15697391