Returns and refunds

Saffron is a sealed food product. Once a pack is opened it cannot be sold to anybody else and it will not go back into our stock, so we do not accept returns for a change of mind. What we do cover, without argument, is a parcel that arrives damaged.

If your parcel arrives damaged

We will refund you in full, including what you paid for delivery. To claim, we need a single continuous video of the parcel being opened, started before the outer packaging is cut and running until the product is visible.

Please film it before you open anything. A photograph taken afterwards cannot show whether the damage happened in transit or in the kitchen, and the video is the only way we can tell the difference. It is the same reason we photograph every parcel as it leaves us.

Send the video and your order number within 48 hours of delivery. We do not ask you to post the damaged item back.

If you have changed your mind

We cannot take it back, sealed or not. This is stated here, before you buy, so it is not a surprise afterwards. If you are unsure which grade or size to start with, ask us before you order and we will tell you honestly.

If we sent the wrong thing

That is our mistake, not a return. Tell us and we will send the right item and collect the wrong one at our cost. The video helps here too, but we are not going to refuse you over it when the pack itself shows we picked the wrong SKU.

If you think the saffron is not what we said it is

Every batch carries a lab report you can read, and the batch code is printed on your pack. If your batch does not match its report, we want to know more than you do. Send us the code. That is a quality failure and we will investigate it as one, not as a return.

Cancelling before dispatch

If your order has not been handed to the courier yet, write to us and we will cancel it and refund you in full. Once it is with the courier it is on its way.

How refunds are paid

Refunds go back to the way you paid and take a few working days to appear once we have issued them. For a cash on delivery order we will ask for bank details, because there is no card to refund.

Your rights

None of the above removes your rights under the Consumer Protection Act 2019. If a product is genuinely defective, those rights apply whatever this page says.

Who you are buying from