Refund and Returns Policy

Effective date: 9 October 2025

This Refund & Returns Policy explains how we handle cancellations, returns, exchanges, and refunds for purchases made at AcrossThePondFoods.com (“Across the Pond Foods”, “we”, “us”). We are established in Ireland and sell/ship primarily to customers in the United States. Your statutory rights under Irish and EU consumer law are not affected.

Contact: hello@acrossthepondfoods.com
Returns address (pre‑authorisation required): Acrossthepondfoods.com, Cabra Business Park, Commons, Thurles, Co. Tipperary, E41 WY66, Ireland.

1) Summary

• Most food products are non‑returnable for hygiene, safety, and perishability reasons.
• You may cancel before dispatch for a full refund.
• If an item arrives damaged, defective, or incorrect, tell us within 14 days of delivery; we will arrange a replacement or refund.
• For eligible non‑perishable, unopened items, we accept returns within 30 days of delivery (you must contact us first for authorisation).
• Refunds are issued to the original payment method once we receive/verify the return or proof of destruction where appropriate.

2) Your statutory rights (Ireland/EU)

We comply with the Consumer Rights Act 2022 and related Irish/EU legislation. Where goods are faulty or not as described, you are entitled to a remedy (repair, replacement, or refund) in accordance with law. Nothing in this policy limits those rights.

Cooling‑off (distance selling): Under EU rules, consumers ordinarily have a 14‑day right to withdraw from distance contracts. Exceptions apply to:

• perishable goods or goods with a short expiry date;
• sealed goods not suitable for return for health protection or hygiene reasons, if unsealed after delivery;
• goods that, after delivery, are inseparably mixed with other items.
  Most food items we sell fall under one or more of these exceptions and therefore are not eligible for change‑of‑mind returns once dispatched. Where an item is clearly non‑perishable (e.g., certain sealed pantry or gift items) and remains sealed/unopened, we may accept a change‑of‑mind return—see Section 5.

3) Cancellations before dispatch

You may cancel your order before it ships by emailing hello@acrossthepondfoods.com with your order number. We will refund in full. Once an order is marked as dispatched, the cancellation window closes and the returns rules below apply.

4) Items damaged, defective, or incorrect

If your order arrives damaged, defective, leaking, spoiled, or the wrong item was sent:

1. Contact us within 7 days of delivery at hello@acrossthepondfoods.com.
2. Include your order number, a description of the issue, clear photos of the outer packaging, shipping label, and the affected item(s).
3. We will offer an appropriate remedy: replacement, a partial/full refund, or store credit.

We may ask you to retain the item and packaging for carrier inspection or to dispose of the item safely where return is impractical.

5) Change‑of‑mind returns (non‑perishable, unopened items only)

Subject to pre‑authorisation, we accept returns of eligible non‑perishable items that are unopened, unused, and in resalable condition within 30 days of delivery.

How to return:

• Email hello@acrossthepondfoods.com with your order number and the item(s) you wish to return.
• We will confirm eligibility and provide return instructions and an RMA (Return Merchandise Authorisation).
• You must ship the item(s) back within 14 days of approval.

Condition: Items must be returned in the original packaging (including any seals, labels, and accessories). Returns that do not meet these conditions may be refused or subject to a restocking deduction.

Costs: Unless the return is due to our error or a faulty item, you are responsible for return shipping costs and for ensuring adequate packaging and a tracked service.

6) Refunds

• Refunds are made to the original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay via Stripe; PayPal) and will exclude any original shipping charges unless the return is due to our error.
• We process refunds within 14 days of receiving the returned item(s) or acceptable proof of return.
• If you paid duties/taxes on import to your country, these are levied by local authorities and are non‑refundable by us. You may be able to reclaim them from your local customs authority depending on local rules.

7) Undeliverable, refused, or customs‑related returns (international orders)

For shipments to the United States and other non‑EU destinations:

• If a parcel is refused, unclaimed, or returned due to unpaid duties/taxes, incorrect address, or failure to clear customs, we will refund the item price less: (a) outbound shipping, (b) any return shipping or carrier fees billed to us, and (c) a reasonable handling fee where incurred. Perishable goods that cannot be returned or are destroyed by authorities are non‑refundable.
• Customs inspections can delay or prevent delivery. Please check your local import rules before ordering.

8) Exchanges

We do not offer direct exchanges. Please place a new order and process an eligible return as above.

9) Gifts & gift orders

Refunds can only be made to the original purchaser’s payment method. If your item was marked as a gift and shipped directly to you, we can issue store credit to the recipient once we receive a valid return of an eligible item.

10) Return packaging and risk

Until we receive the returned item, you are responsible for the goods. Please pack securely and use a tracked service. We are not responsible for items lost or damaged in transit.

11) Processing timelines

Most returns are processed within 5–7 business days of receipt. Bank or card issuer posting times vary. You will receive an email confirmation when your refund is issued.

12) Non‑returnable items (for hygiene/safety or legal reasons)

• Perishable foods or items with short shelf life.
• Items unsealed after delivery that are not suitable for return for health protection or hygiene reasons.
• Items that have been opened, used, or are not in a resalable condition (unless faulty).
• Products mixed inseparably with other items after delivery.

13) How to get help

For any questions about returns or refunds, email hello@acrossthepondfoods.com with your order number. We’re here to help.

14) Updates to this policy

We may update this policy periodically. Changes will be posted on our website with a new effective date. Material changes will be highlighted where appropriate.

www.acrossthepondfoods.com
📧 E-Mail: hello@acrossthepondfoods.com
🏪 Address: Acrossthepondfoods.com, Cabra Business Park, Thurles, Co. Tipperary, E41 WY66