Return & Refund Policy

If a refund is due, it will be made to the credit or debit card that was used to place the order. PayPal refunds will be made to the PayPal account that was used to place the order.

If a parcel is lost or damaged we will need to submit a claim to the courier. For damaged goods we will need to be informed within 5 days of the goods being delivered in order to submit a claim to the courier. Photo evidence of items and all packaging is required for all claims for damaged items. Please retain all items and packaging until any claims have been settled. Damaged items will need to be returned to British Online Supermarket for a replacement or refund to be issued. You (the customer) agree that you will be responsible for the cost of the return postage. Once a claim is completed the cost of the return postage may be refunded by the courier and this will be passed on to the customer. The courier will investigate all claims and their decision on any compensation to be paid is final.

British Online Supermarket will not be held responsible for orders that are confiscated or delayed by Customs and Border Protection. Customers are advised to contact their local Customs before placing an order to check on current limits and restrictions for their country.

If an order is refused by the recipient we cannot refund the cost of the goods or shipping. This is due to the additional return shipping charges that British Online Supermarket would be liable for and the fact that the goods are perishable food and cannot be placed back into stock and then resold to another customer.

USA Customer Notice - All baby milk orders to the USA are non-refundable should your order be stopped, held up by customs or returned to British Online Supermarket. This is due to the current variable Customs and FDA legislation on the quantity of baby milk that can be imported to the USA at any given time. Customers are advised to contact their local Customs before placing an order to check on current limits and restrictions for their State.