Returns and refunds

Changing your mind

You have 14 days from the day you receive your order to tell us you have changed your mind, without giving any reason. You then have a further 14 days to send the goods back.

This is your statutory right of withdrawal under EU consumer law (Directive 2011/83/EU). It is separate from, and additional to, your rights if something is actually wrong with the product.

What can and cannot come back

Olive oil is a sealed food product, so there is one limit, and we want to be precise about it rather than hide behind a vague clause:

• Unopened, with the seal intact: yes. Send it back and we refund it.
• Opened or unsealed: no. Once the seal is broken the product cannot be resold for hygiene reasons, and the right of withdrawal does not apply to it (Art. 16(e) of the Directive).

Some food shops claim a blanket exemption for "perishable goods". We do not, because it would not be honest: our oil carries an eighteen month best before date and is not liable to deteriorate rapidly, so that exemption is not ours to use. Sealed bottles come back.

None of this affects your rights if the oil is faulty, damaged, mislabelled or past its date on arrival. In that case it comes back whether it is opened or not, and we pay the postage. See terms of sale.

How to withdraw

Write to us first. Please do not post a bottle back unannounced.

• Use our contact form with your order number, and say what happened.
• Or post the model form below to our registered address.

We answer with where to send it and what happens next. Telling us first is how a parcel arrives somewhere a person is expecting it, rather than at a grove in November with nobody to open it.

To meet the deadline it is enough that you send that message before the 14 days are up. You do not have to wait for our reply, and we cannot refuse a withdrawal that is within the 14 days: it is your right, not our decision.

Getting your money back

We refund everything you paid, including the standard delivery cost, within 14 days of receiving your withdrawal. If you chose a more expensive delivery option than our standard one, we refund the standard cost.

We may hold the refund until we have the goods back, or until you show proof that you have sent them, whichever comes first.

You paid by bank transfer, so the money goes back to the account it came from. It costs you nothing, and we do not ask for your details again: we already have them from the payment.

Anything outside the 14 days

An opened bottle, a return after the 14 days, or anything else that falls outside the right above is not something you can require of us. It is a decision, and we make it case by case.

Write to us and say what happened. We would rather hear it and sort something out than have you keep a bottle you are unhappy with, and the answer is often yes. But it is a gesture rather than an entitlement, and we would rather say that plainly than imply otherwise.

This is separate from a product that is faulty, damaged, mislabelled or past its date on arrival. That is not a gesture and never was: see terms of sale.

Return postage

You pay the cost of sending it back when you are simply changing your mind. We pay it when the product was faulty, damaged, or not what we described.

Pack it so it survives the post. You are liable for any loss in value caused by handling beyond what is needed to establish what the product is. In practice, a bottle returned unopened in its packaging is fine.

Model withdrawal form

You do not have to use this form, but it is here because the law says it must be. Copy it, fill it in and send it to us.

Cancelling before dispatch

If your order has not shipped yet, just email us and we will cancel it and refund you. No forms, no return postage, no waiting for the parcel to arrive so you can send it straight back.