Refund policy
Returns & Refund Policy
Last reviewed: July 2026
At New Forest Shortbread, we want you to be delighted with your order. If you have any questions about your purchase, please contact us at orders@newforestshortbread.co.uk and we will do our best to help.
Cancelling or Amending Your Order
If you need to cancel or amend your order, please contact us as soon as possible by emailing orders@newforestshortbread.co.uk or calling +44 (0)23 8017 3290.
You may cancel or amend your order at any time before it has been dispatched. Once an order has been dispatched, we are unable to amend it.
We will confirm any cancellation by email.
Food Products (Shortbread and Other Perishable Goods)
Due to the perishable nature of our food products, we are unable to accept returns once they have been delivered, unless the goods are:
- Damaged in transit
- Faulty
- Not as described
- Incorrectly supplied
Please inspect your order upon arrival and contact us within a reasonable time and preferably within 48 hours of delivery if there is a problem. Where possible, please include photographs to help us assess the issue quickly.
If we agree that the goods are faulty, damaged or incorrect, we will arrange an appropriate replacement or refund.
Non-Perishable Products
For non-perishable products such as mugs, greetings cards and similar items, you may request a return within 30 days of receiving your order.
Returned items must:
- Be unused and in their original condition
- Be returned in their original packaging where possible
- Be accompanied by proof of purchase
To request a return, please contact orders@newforestshortbread.co.uk before sending any items back.
Returns sent without prior authorisation may not be accepted.
Unless the item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the goods. We recommend obtaining proof of postage, as we cannot be responsible for returns lost in transit.
Our returns address is:
New Forest Shortbread
6 Lyndhurst Road
Brockenhurst
Hampshire
SO42 7RL
United Kingdom
European Union Customers
If your order is delivered to a country within the European Union, you may have additional cancellation rights under local consumer protection laws.
However, the right to cancel does not generally apply to perishable food products that are liable to deteriorate or expire rapidly.
For eligible non-perishable products, you may cancel your order within 14 days of delivery of the last item, without giving a reason. To exercise this right, please notify us by email at orders@newforestshortbread.co.uk or via your account accessed through your order.
Returned items must be unused, in their original condition and packaging where possible, and accompanied by proof of purchase. Returns sent without prior authorisation may not be accepted.
Unless the goods are faulty, damaged or incorrectly supplied, you will be responsible for the cost of returning them.
Sale Items and Gift Cards
Unfortunately, we cannot accept returns of:
- Gift cards
- Sale or clearance items (unless faulty)
Refunds
Once we have received and inspected any returned goods, we will notify you whether your refund has been approved.
If approved, your refund will be made to the original payment method used for the purchase within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at orders@newforestshortbread.co.uk.
Your Statutory Rights
Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection laws.
