Returns Policy

Our approach

We want you to be happy with what you order. If something's wrong with it, we'll put it right — a replacement or a refund, whichever suits you best.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, contact us within 14 days of delivery with your order number and a photo of the issue. We'll arrange a replacement or a full refund, including any delivery cost, at no charge to you.

Change of mind

Because we sell food products, most of our range is sealed for hygiene and safety reasons and is exempt from the standard right to cancel once that seal is broken. If your item is unopened, in its original packaging, and within its best-before date, contact us within 14 days of delivery and we'll offer a refund or exchange. Return postage for change-of-mind returns is at your own cost.

We're not able to accept returns of opened products, or products past their best-before date, unless the item itself is faulty.

How to request a refund

Email us at hello@bonebroth.co.uk with your order number and a brief description of the issue.
Include a photo if the product is damaged, faulty, or incorrect.
We'll respond within 2 working days with next steps.

Refund method and timing

Approved refunds are issued to your original payment method within 5–10 working days of approval. You'll receive an email confirmation once it's processed. Refund times after that depend on your bank or card provider.

Damaged in transit

If a parcel arrives visibly damaged, please still accept delivery where possible, take a photo before opening, and contact us straight away — this helps us resolve it faster and, where needed, raise it with the courier.

Your statutory rights

This policy sits alongside, and doesn't affect, your statutory rights under UK consumer law, including your right to a refund, repair or replacement if goods are faulty, not as described, or not fit for purpose.

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