Refund and Returns Policy

Provenance Grocer Returns, Refund & Cancellation Policy
At Provenance Grocer we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

Statutory Cancellation Right
You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item (please see clause 2 of our Terms of Sale for the full instructions on cancellation and further information on your right of cancellation). To exercise your cancellation right please email us via support@provenancemarkets.com.

Our Voluntary Returns Policy
As well as your statutory cancellation rights described above, you can return most products from Provenance Grocer within 30 days of receipt of the products if the products are complete and are in unsealed, unused and undamaged condition. To return a product please email us via support@provenancegrocer.com.

Please note that this returns policy doesn’t affect your statutory rights and therefore doesn’t affect your right of cancellation as described above.

Please note that you must return each item in the same condition in which you received it. This means that items must be returned new, unsealed, unused and complete.

The same exclusions apply to our Returns Guarantee as for the right if withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):

– Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
– Goods made to your specifications or clearly personalised;
– Goods which may deteriorate or expire rapidly;

The following provides an overview of the key provisions of your Statutory Cancellation Rights as well as our Voluntary Returns Policy and how they compare to one another:

Returns Period
Statutory Return Period – 14 days
Provenance Hub Customer Guarantee 30 days

Refund of costs of sending the item back to us if defective, damaged or incorrect item?
Statutory Rights – Yes
Provenance Hub Customer Guarantee 30 days – Yes

Refund of costs of sending the item back to us if cancellation?
Statutory Rights – No
Provenance Hub Customer Guarantee 30 days – No

Refund of original delivery costs if defective?
Statutory Rights – Yes
Provenance Hub Customer Guarantee 30 days – Yes

Refund of original delivery costs if cancelled?
Statutory Rights – Yes, cheapest method
Provenance Hub Customer Guarantee 30 days – Yes, cheapest method

Returns Costs & Methods
Provenance Grocer will refund the cost of sending an item back to us if it’s defective, damaged or incorrect. In many cases, we’ll provide you with a pre-paid returns label. If your return is not the result of a Provenance Grocer error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. For returns from within the UK, costs start at £4.95. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the item(s) you’re returning. We’ll always make you aware of most accurate return costs and methods available for your item(s) when you contact us to arrange this.

Please note that certain types of items aren’t eligible for cancellation or return under the Provenance Hub returns policy. You can find out more in the Conditions of Use & Sale.

We won’t accept the return of any item returned to us if it’s been opened or the seal has been broken. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn’t received in a new and unopened condition.

Other Statutory Rights
You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.

If you need to contact us by post, please write to:
Provenance Markets Ltd. (trading as Provenance Grocer)
20-22 Wenlock Road
London
N1 7GU

This isn’t our returns address and returns won’t be processed at the above address. If you need to return an item please contact us via our Contact Us page.