Refund policy

Last updated: 25 March 2026

If there is an issue with your order, please contact us, and we will do our best to put it right.

Returns and refunds

You have 30 days from receiving your order to contact us about a return.

To be eligible for a return, your item must be:

  • Unopened
  • unused
  • in the same condition in which it arrived
  • in its original packaging

  • accompanied by proof of purchase

To request a return, please contact us at support@getretto.com.

If your return is accepted, we will provide instructions on how and where to send it. Items sent back without contacting us first may not be accepted.

Unless the item is faulty, damaged, or incorrect, customers are responsible for return postage costs.

Return address:

3 Coach House Cottages

Chedington

Beaminster

Dorset

DT8 3HY

United Kingdom

Damaged, faulty, or incorrect items

Please inspect your order when it arrives. If your item arrives damaged, faulty, or if you receive the wrong item, please contact us as soon as possible at support@getretto.com so we can review the issue and make it right.

If the item is confirmed to be faulty, damaged, or incorrect, we will work with you to arrange an appropriate remedy, which may include a replacement or refund.

Non-returnable items

Because we sell food products, we do not accept returns of:

  • opened food items
  • used items
  • perishable goods
  • gift cards

  • sale items, unless they arrive faulty, damaged, or incorrect

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

Exchanges

We do not offer direct exchanges. If there is a problem with your order, please contact us, and we will advise on the best next step.

European Union 14-day cooling-off period

If your order is delivered to a country in the European Union, you may have the right to cancel your order within 14 days for any reason and without giving a reason.

However, this right may not apply to goods that are liable to deteriorate or expire rapidly, or to sealed goods that are not suitable for return once unsealed for health or hygiene reasons.

Where a return is eligible, the item must be unopened, unused, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect an approved return, we will let you know whether your refund has been approved.

If approved, your refund will be made to your original payment method 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 we confirmed your refund approval, please contact us at support@getretto.com.