Refund Policy

Refund Policy

Last updated: 15 May 2026

We want you to be happy with every Black Fire Foods order. This Refund Policy sets out your rights and what to do if something goes wrong. It applies in addition to our Terms and Conditions and does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as they apply in Northern Ireland.

1. Summary

Situation Refund / Replacement
Goods arrive damaged, spoiled, or below temperature Yes – full refund or replacement
Wrong item received Yes – full refund or correct item sent
Faulty product (e.g. broken seal, off product within date) Yes – full refund, replacement, or repair
Change of mind on perishable / sealed food No – exempt under the Consumer Contracts Regulations 2013
Change of mind on non-perishable, unopened goods Yes – within 14 days (return at your cost)

2. Your Right to Cancel ("Cooling-Off Period")

2.1. As a Consumer ordering at distance, you generally have a 14-day cooling-off period from receipt of the Goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2.2. Important exemption for food. Under Regulation 28 of those Regulations, the right to cancel does not apply to:

  • Perishable goods – any food liable to deteriorate or expire rapidly (e.g. fresh, chilled, or short-shelf-life food); and
  • Sealed goods unsuitable for return for health or hygiene reasons once they have been unsealed after delivery.

This is because we cannot resell food once it has left our control – it is a food safety requirement, not a commercial choice.

2.3. For non-perishable, unopened, sealed Goods (e.g. dry goods, sauces, condiments, or merchandise still in their original packaging), you may cancel within 14 days of receipt by emailing us at tim@blackfirefood.com with your order number. You then have a further 14 days to return the Goods to us. The cost of return postage is your responsibility unless the Goods are faulty.

2.4. Refunds for cancelled Goods will be made within 14 days of us receiving the Goods back (or of you providing evidence of return, whichever is sooner), to the original payment method.

3. Damaged, Spoiled or Faulty Goods

3.1. Under the Consumer Rights Act 2015, Goods must be:

  • of satisfactory quality;
  • fit for purpose; and
  • as described.

If they are not, you are entitled to a remedy, regardless of any exemption from the 14-day cancellation right.

3.2. If your Goods arrive:

  • damaged or broken in transit,
  • spoiled or no longer fit to eat (e.g. delivered above the required temperature, leaking, or with a compromised seal),
  • past their use-by date on arrival, or
  • not as described,

please contact us within 48 hours of delivery at tim@blackfirefood.com with:

  • your order number,
  • a description of the issue, and
  • clear photographs of the product and packaging.

3.3. The 48-hour window helps us assess the issue while it is fresh and engage with our courier if needed. If you cannot contact us within 48 hours due to circumstances beyond your control, please get in touch as soon as possible — we will still consider your claim and your statutory rights are unaffected.

3.4. Once we have reviewed your claim, we will offer one of the following at no cost to you:

  • a full or partial refund,
  • a replacement, or
  • a credit note (only with your agreement).

4. Incorrect Items

If you receive an item different from what you ordered, contact us within 7 days of delivery at tim@blackfirefood.com and we will arrange to send the correct item or issue a refund.

5. Allergen Concerns

5.1. Detailed allergen information is provided on each product page and on the packaging, in line with the Food Information Regulations 2014 and Regulation (EU) 1169/2011 as applicable in Northern Ireland under the Windsor Framework.

5.2. If you believe a product was mislabelled or you have suffered an allergic reaction, please stop consuming the product immediately, seek medical advice if needed, and contact us at tim@blackfirefood.com as soon as possible. We take allergen matters very seriously and will investigate fully.

5.3. If you have a known allergy or intolerance, please always check the ingredients on the packaging before consuming and contact us before ordering if you are unsure.

6. Late or Missing Deliveries

6.1. If your order has not arrived within the estimated delivery window, please first check tracking (if provided) and with neighbours or your local sorting office.

6.2. If your order is still missing 5 working days after the estimated delivery date, contact us at tim@blackfirefood.com and we will investigate with the courier. Depending on the outcome, we will arrange a replacement or refund.

7. How to Request a Refund

To request a refund or replacement, please email tim@blackfirefood.com with:

  • your order number,
  • the name of the affected product(s),
  • a description of the issue, and
  • photographs where relevant.

We aim to acknowledge all refund requests within 2 working days and resolve them within 14 days.

8. How Refunds Are Paid

8.1. Approved refunds are issued to the original payment method.

8.2. Refunds typically appear within 5–10 working days of being issued, depending on your bank or card provider.

8.3. Where applicable, we will also refund the standard delivery charge. If you chose a more expensive delivery option, we will refund only the cost of our standard delivery.

9. Returns

9.1. We do not generally accept returns of perishable food for safety reasons (see Section 2.2). Please do not return perishable Goods unless we have specifically asked you to.

9.2. For non-perishable Goods where return is appropriate, we will provide a return address and instructions when we agree the return. Goods must be:

  • unopened, with seals intact,
  • in their original packaging, and
  • in resalable condition.

9.3. Return postage is your responsibility unless the Goods are faulty, damaged, or incorrect, in which case we will cover reasonable return costs or arrange collection.

10. Your Statutory Rights

Nothing in this Refund Policy limits or affects your statutory rights as a Consumer, including under:

  • the Consumer Rights Act 2015,
  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and
  • the Sale and Supply of Goods Act and related Northern Ireland consumer protection law.

For free, independent advice, you can contact:

11. Governing Law

This Refund Policy is governed by the laws of Northern Ireland, and disputes are subject to the exclusive jurisdiction of the courts of Northern Ireland (subject to your right as a Consumer to bring proceedings in the part of the UK where you live).

12. Contact

Black Fire Foods 19 Ardmore Park, Belfast, BT10 0JJ, Northern Ireland Company number: NI675933 Email: tim@blackfirefood.com