RETURNS AND REFUNDS POLICY

Last updated: 27 October 2026

We want your CARLESCHI order to arrive in good condition and as described. If something is wrong, please contact us so we can help.

Consumer orders: sales@carleschi.co.uk
Trade orders: trade@carleschi.co.uk

Please include your order number and details of the products concerned.

1. Consumer returns: changing your mind

If you buy online as a consumer, you can normally cancel your order without giving a reason until 14 days after the day you receive your goods. If items from one order arrive separately, this period normally runs from receipt of the last item.

To cancel, email sales@carleschi.co.uk or write to our returns address with a clear statement of your decision. You may use the cancellation form in our Terms and Conditions, but this is optional. Exercising your statutory cancellation right does not require our approval.

Send the goods back without undue delay and within 14 days of telling us you wish to cancel. You are responsible for the direct cost of return postage for a change-of-mind return unless we agree otherwise.

Please pack the goods securely, include your order details and keep proof of posting.

2. Food products and cancellation exceptions

Food products are not automatically excluded from cancellation rights.

However, the statutory change-of-mind right does not apply to goods liable to deteriorate or expire rapidly, or goods made to your specifications or clearly personalised.

It also ceases to apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.

Opening the outer delivery box does not, by itself, remove your cancellation rights.

These exceptions do not affect your rights if goods are faulty, damaged or not as described.

3. Consumer refunds following cancellation

We will refund the amount due without undue delay.

Unless we have offered to collect the goods, we may wait until we receive them back or receive evidence that you have sent them back, whichever happens first. We will issue your refund within 14 days of that earlier event.

If no goods were supplied, or we have offered to collect them, we will refund you within 14 days of being told that you are cancelling.

When you cancel the whole order, we will also refund any delivery payment up to the cost of the least expensive standard delivery option offered for that order. Any additional amount paid for a more expensive delivery option is not refundable under the change-of-mind cancellation rules.

Where permitted by law, we may reduce a refund to reflect loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

4. Damaged, faulty, missing or incorrect goods

Please contact us promptly if your order arrives damaged, contains incorrect products, is incomplete or has not arrived.

Include your order number, a description of the issue and, where available, photographs of the affected goods and packaging. Please do not consume any product you believe may be unsafe.

We will investigate and arrange an appropriate resolution. Where goods are faulty, damaged on arrival or incorrectly supplied, we will cover reasonable return or collection costs.

Consumer remedies may include rejection, replacement, a price reduction or a refund, depending on the circumstances. The change-of-mind conditions above do not restrict these rights.

Please contact us before posting damaged or faulty food back so that we can arrange suitable handling. This request does not limit your statutory rights.

5. Trade returns

Business purchases do not carry the statutory consumer change-of-mind right. We nevertheless offer eligible trade customers a voluntary returns policy.

Please request a return within 14 calendar days of receiving the goods by emailing trade@carleschi.co.uk. Contact us before sending anything back.

Include:

• Your company name and order number.

• The delivery date.

• The products and quantities you wish to return.

• The reason for the return.

• Whether you would prefer a refund or credit note.

To qualify for a voluntary trade return, goods must be unopened, unused, undamaged and suitable for resale, with their original packaging intact.

You are responsible for arranging and paying for return carriage. Any original delivery charge actually paid is non-refundable for a voluntary change-of-mind return.

We will inspect the returned goods before approving a refund or credit note. Once approved, we will arrange the agreed refund or credit note promptly. If the goods do not meet the return conditions, we will contact you to explain the position.

Returns of bespoke or made-to-order trade products are considered against the terms agreed for that order.

These voluntary conditions do not limit your rights concerning goods that do not conform to the contract. Damaged, incorrect or incomplete trade orders should be reported separately so that we can investigate and agree an appropriate resolution.

Any separate written returns terms expressly agreed with you take priority where they differ from this voluntary policy.

6. Returns address

Carleschi Ltd
Unit 6, New House Farm
Sheering Lower Road
Sawbridgeworth
CM21 9LE
United Kingdom

Please include your order number inside the parcel so that we can identify your return.

7. Your rights

Nothing in this policy excludes or restricts any statutory rights that cannot lawfully be excluded.