Return Policy

Our Returns Policy explains how NEU Market handles refunds, damaged goods, and order issues. Due to food safety regulations, most food items cannot be returned. Learn how claims work and when refunds may be approved. Политиката за връщане на NEU Market.

Returns Policy

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1. Introduction

This Returns Policy explains how returns and refunds are handled by NEU MARKET. Due to the nature of our products, many being chilled, frozen, or perishable, returns are extremely limited.

2. Perishable & Food Products (No Returns)

To comply with UK food safety regulations, we do not accept returns of any food products, including:

  • Chilled goods
  • Frozen items
  • Meat, dairy, and poultry
  • Drinks
  • Opened or unopened food packages
  • Short-dated items
  • Bulk or wholesale-packed items

This applies even if you change your mind, ordered the wrong item, or do not like the taste. Food products are legally excluded from the right to return under UK law.

3. Damaged or Incorrect Goods

We accept claims only if items are damaged on arrival, incorrect, or missing. Claims must be submitted within 24 hours of delivery and include:

  • Order number
  • Photos of the product
  • Photos of the packaging
  • Description of the issue

Claims submitted after 24 hours cannot be accepted.

To submit your claim, please use our Contact Form.

4. Refunds

If a refund is approved, it will be processed to the original payment method only. Refunds may take 3–7 business days to appear. We may decline refunds if products were not stored correctly after delivery or if the claim is not supported by sufficient evidence.

5. Non-Returnable Items

  • Perishable foods
  • Frozen items
  • Chilled goods
  • Meat and dairy
  • Opened or unsealed items
  • Clearance items
  • Wholesale or bulk orders

6. Order Cancellations

You may cancel your order only if it has not been picked or dispatched. Once preparation begins, cancellation is no longer possible due to food safety rules.

7. Wholesale Orders

Wholesale orders are final. We do not accept returns or refunds on:

  • Bulk/pallet orders
  • Custom-packed orders
  • Unsold stock

Claims for damage must be made immediately at delivery.

8. Contact Us

If you need to submit a claim or contact us regarding an order, please use our official contact page:
NEU MARKET Contact Form

NEU MARKET
Unit 10, Adelaide Business Centre
4 Apollo Road
Belfast
BT12 6HP
Northern Ireland