Shipping & Returns
Shipping & Returns
Delivery
Free standard UK delivery
We offer free standard delivery with no minimum order value to all UK postcodes, including Northern Ireland, the Highlands and UK islands.
We also deliver to Jersey and Guernsey at no additional delivery charge.
Processing times
Standard orders are normally processed within 1–2 working days before dispatch.
Once your order has been dispatched, delivery time will depend on the postal service and destination.
Priority Royal Mail Tracked 24 – £4.00
For customers who require faster dispatch, we offer Royal Mail Tracked 24 for an additional £4.00.
Orders placed before 12:00 pm on a working day are given priority, processed and dispatched the same day.
Royal Mail aims to deliver Tracked 24 items on the next working day, but this is a delivery aim rather than a guaranteed next-day service. Delivery may take longer to some destinations, particularly Northern Ireland, the Highlands, remote islands, Jersey and Guernsey.
Orders placed after the 12:00 pm cut-off will normally be processed on the next working day.
Delivery address
Please make sure the delivery address entered at checkout is complete and accurate.
We cannot accept responsibility for delays or failed deliveries caused by incorrect or incomplete address information supplied with the order.
If you provide instructions for an order to be left in a particular place or with another person, responsibility for the goods passes to you once the carrier has delivered the parcel in accordance with those instructions.
Delivery delays
We will always do our best to process and dispatch orders promptly. However, postal delays can occasionally occur for reasons outside our control.
If we become aware of a significant problem affecting your order, we will contact you as soon as reasonably possible.
Unless a different delivery period has been agreed, we will fulfil orders within the applicable statutory delivery period.
Split deliveries
Occasionally, an item forming part of a larger order may be temporarily unavailable. Where appropriate, we may contact you to arrange a split delivery or agree another suitable solution.
Returns & Refunds
If you change your mind
For eligible online purchases, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.
After notifying us, you should return the eligible goods within a further 14 days.
Returned items should be unused and, where applicable, in their original condition and packaging.
Where a return is simply because you have changed your mind, you will normally be responsible for the cost of returning the goods to us.
Any statutory rights you have are unaffected.
Tea and other food products
Because we sell food products, some items may be excluded from change-of-mind returns where a legal exemption applies, including certain goods which have been opened or where hygiene, safety or shelf-life considerations prevent resale.
This does not affect your rights where goods are faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect orders
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible so that we can resolve the matter.
Where goods are faulty or supplied incorrectly, your statutory consumer rights apply and are separate from the 14-day change-of-mind cancellation period.
Refunds
Where a refund is due, it will be returned using the original payment method within the applicable legal timeframe.
For eligible change-of-mind returns, we may wait until the goods have been returned to us, or until you provide evidence that they have been sent back, before processing the refund.
Where the original order included a paid enhanced delivery service, such as the £4.00 Priority Tracked 24 option, any statutory refund of the outward delivery charge is limited to the cost of our standard delivery service. As our standard UK delivery is free, the additional premium paid for Priority Tracked 24 would not normally be refundable simply because you changed your mind.
Return address
Praana Products Ltd
Unit 6, Meersbrook Works
19 Valley Road
Sheffield
S8 9FT
United Kingdom