Refund and Returns Policy

Effective date: 9 October 2025

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

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

Transparency (for Google Shopping compliance):

• We don’t hide fees or conditions. The total price we can calculate (items + shipping + any taxes/fees we can calculate) is shown before you confirm payment.
• For deliveries outside the EU, import duties/taxes may be charged by local authorities at/after delivery if not collected at checkout.
• Where an obvious error occurs (price/availability), we’ll contact you and you may cancel for a full refund before dispatch.

1) Quick summary

• Most food products are non-returnable for hygiene/safety/perishability reasons.
• Cancel before dispatch for a full refund.
• If an item arrives damaged/defective/incorrect, contact us within 7 days of delivery; we’ll provide a remedy (replacement, refund, or store credit).
• Change-of-mind returns are accepted only for eligible, non-perishable, unopened items within 14 days of delivery (pre-authorisation required).
• Refunds go to the original payment method after we receive and verify the return (or acceptable proof, where appropriate).

2) Your statutory rights (Ireland/EU)

We comply with the Consumer Rights Act 2022 and related Irish/EU legislation. If goods are faulty or mis-described, you’re entitled to a remedy (repair, replacement, or refund) per law. Nothing in this policy limits those rights.

Cooling-off (distance contracts): EU consumers normally have a 14-day right to withdraw. Exceptions include (non-exhaustive):

• perishable/short-expiry goods;
• sealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery;
• goods inseparably mixed with other items after delivery.

Most food items we sell fall into these exceptions and are not eligible for change-of-mind returns once dispatched. If an item is clearly non-perishable and remains sealed, see Section 5.

3) Cancellations before dispatch

Email hello@acrossthepondfoods.com (include your order number) to cancel before we ship. We’ll refund in full.
Once an order is marked dispatched, the cancellation window closes and Sections 4–7 apply.

4) Items damaged, defective, or incorrect

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

1. Contact us within 7 days of delivery at hello@acrossthepondfoods.com.
2. Include order number, a description, and clear photos of: outer packaging, shipping label, and affected item(s).
3. We’ll offer an appropriate remedy: replacement, partial/full refund.
4. We may ask you to retain the item and packaging for carrier inspection or provide instructions for safe disposal if return is impractical.

Tip: Report visible carrier damage on delivery where possible.

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’ll confirm eligibility and send return instructions and an RMA (Return Merchandise Authorisation).
• Ship the item(s) within 14 days of approval.

Condition requirements

• Items must be in original packaging (including all seals, labels, accessories).
• Returns not meeting these conditions may be refused or subject to a reasonable deduction to reflect any diminished value.

Costs

• Unless due to our error or a faulty item, you pay return shipping and are responsible for 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).
• Original outbound shipping is non-refundable unless the return is due to our error or a faulty/mis-described item.
• We process refunds within 14 days of receiving the returned item(s) or acceptable proof of return (e.g., carrier receipt).
• If you paid import duties/taxes, these were levied by local authorities and are not refundable by us. You may be able to reclaim them from your customs authority (local rules apply).

7) Undeliverable, refused, or customs-related returns (international)

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) the outbound shipping cost;
  (b) any return shipping/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 local import rules before ordering.

8) Exchanges

We don’t offer direct exchanges. Please place a new order and process any eligible return under this policy.

9) Gifts & gift orders

Refunds can only be made to the original purchaser’s payment method. If an order 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 & risk

Until we receive the returned item, you are responsible for it. Pack securely and use a tracked service. We are not responsible for items lost or damaged in transit to us.

11) Processing timelines

• Most authorised returns are processed within 5–7 business days of receipt.
• Your bank or card issuer’s posting times vary.
• We’ll email you a refund confirmation when issued.

12) Non-returnable items

(for hygiene/safety or legal reasons)

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

13) Availability & order issues

If an item becomes unavailable after you order (e.g., stock discrepancy or regulatory restriction), we’ll notify you and issue a refund for the affected item(s). You may cancel the remainder before dispatch for a full refund.

14) How to get help

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

15) Updates to this policy

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

Across the Pond Foods
Website: www.acrossthepondfoods.com
Email: hello@acrossthepondfoods.com
Address: Cabra Business Park, Commons, Thurles, Co. Tipperary, E41 WY66, Ireland