We want you to be happy with your tallow. This policy sets out when you can cancel or return an order and how refunds work. It sits alongside ourterms & conditions and shipping & returns pages — and nothing here affects your legal rights as a consumer.
1. Your right to cancel
Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to change your mind and cancel, subject to the food-hygiene exception below. To cancel, just email us — see how to request a refund.
2. Food products & hygiene
Tallow is a sealed food product, so for hygiene and food-safety reasons:
- Unopened, undamaged jars can be returned within 14 days of delivery for afull refund of the product price. You cover the return postage, and we recommend a tracked service — we can only refund items we actually receive back.
- Opened or unsealed jars can't be returned or refunded unless they are faulty.
3. Faulty, damaged, or wrong items
If your order arrives damaged or faulty, or we've sent the wrong item, email us a photo within48 hours of receiving the parcel. We'll replace the item or refund you in full — whichever you prefer — and you won't need to return the goods. Your rights under the Consumer Rights Act 2015 are not affected.
4. How to request a refund
Email hello@stlow.co.uk with your order number and a quick note about what's wrong. We'll reply with what to do next — including return instructions where a return is needed.
5. How & when you're refunded
Refunds are made to your original payment method. For returned items, we process the refund within 14 days of receiving the goods back (or proof that you've sent them). For faulty or damaged goods, we refund as soon as we've confirmed the problem from your photo. Your bank may take a few extra days to show the funds.
6. What we can't refund
- Opened or unsealed jars, unless they are faulty.
- Return postage on non-faulty returns — that's covered by you.
- Orders returned to us because they couldn't be delivered after correct addressing and dispatch may be refunded less the original postage (see shipping & returns).
7. Your statutory rights
Nothing in this policy limits your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
8. Contact
Any questions about a refund or return? Emailhello@stlow.co.uk and we'll help.