Refund policy

Online Only Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Once parcels reach us and are inspected, refunds should appear back with you in 2-4 working days from receipt of the parcel. 

Please note we do not accept returns on any items that are not in their original packaging including broken hygiene seals etc. For wigs, perishable goods, clothing, chilled products and discounted items; we will not be able to accept returns so please ensure you are 100% sure you want to proceed with your purchase. These purchases are indeed final.

We offer the opportunity to record videos of products to send to customers with queries and answer any questions you may have about items you can't physically see so you can get the best understanding of the products before buying. Please just WhatsApp us on 07498 444377 and we'd be more than happy to assist you.

For all other products, to be eligible for a return, your item must be in the same condition that you received it, unworn, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@rileystropicalfood.co.uk. Items sent back to us without first requesting a return will not be accepted.

Please make sure to include a copy of your proof of purchase receipt within the package so we can determine who the return belongs to. Any items you wish to return are your responsibility until they reach our warehouse. We would suggest using a delivery service that insures you for the value of the item(s) and obtaining proof of postage. At this stage we are unable to cover return shipping costs.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

You can always contact us for any return question at hello@rileystropicalfood.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Do not throw away packaging/items in this instance as we will always request a picture before we can proceed.

Incorrect or Wrong Item Received
If you receive an item that does not match your order, please notify us within 7 days of delivery. We may require the incorrect item to be returned before a replacement or refund can be issued. In such cases, we will cover the cost of return shipping and provide a prepaid return label.

Refunds or replacements will be processed once the returned item has been received and inspected. Failure to return the incorrect item may result in the refund being declined.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We also do not accept returns on wigs or ponytails for hygiene reasons.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Tracking & Delivery Issues

We ask all customers to monitor their tracking information once their order has been dispatched. Any delivery issues (e.g. delays, missing parcels, incorrect status updates) must be reported to us within 7 days of dispatch for UK/domestic orders and within 14 days for international/Rest of World orders.

Reporting issues promptly allows us to investigate with the courier while the tracking data is still active. Claims submitted after these timeframes may not be eligible for investigation, replacement, or refund, unless required by UK consumer law.