Quality Guarantee
We’re proud of our products and want you to enjoy every order. If something hasn’t met your expectations, please tell us so we can help.
The guarantee
Our satisfaction guarantee lets you request a refund for products you’re unhappy with, including concerns about taste. It applies for up to 30 days from delivery and is available once per household in any 12-month period.
If your order arrives damaged, contains an incorrect item, or has a product fault, please contact us straight away. We handle these issues separately, and they do not count towards your Quality Guarantee claim.
How to claim
Email info@yorkshirehandmadepies.co.uk, ideally with “Refund request” in the subject line. Please include:
• Your order number, or the name and email address used to place the order.
• Which products you’re unhappy with and how many are affected.
• A brief explanation of the problem.
For damage, incorrect items or other visible problems, please include clear photographs of the affected products and, where relevant, their packaging. These help us understand what happened and resolve it quickly.
If photographs aren’t available or you’re unable to provide them, please let us know so we can discuss what other information may help. Photographs are not required for concerns that cannot reasonably be shown, such as taste.
Please contact us within 30 days of delivery for a Quality Guarantee claim. Missing information or a different email subject line will not automatically invalidate your claim.
What we refund
The satisfaction guarantee covers the amount paid for the affected products, after any discounts or Pie Points applied to them.
For mixed boxes, refunds are calculated using the affected products’ share of the price paid. Trying one product and disliking it does not automatically qualify the whole box, or other untried flavours, for a refund. If you believe several products are affected, please explain why.
Where a claim is genuine and approved, we will also refund any delivery charge paid for that order.
Payments are refunded to the original payment method. Pie Points used against refunded products are restored to your account.
We cannot reimburse the same issue twice; any previous refund or accepted replacement will be taken into account.
Who is covered
The satisfaction guarantee applies to personal purchases of food and merchandise made directly through our website by UK residents aged 18 or over. This includes subscription orders and gifts.
For gifts, either the purchaser or recipient may contact us, but refunds are made to the original purchaser. A recipient’s claim counts against the purchaser’s household allowance.
Large orders for personal use, including family celebrations, are eligible. Purchases for business use, trade or resale are excluded, as are purchases from retailers or other third parties.
The Quality Guarantee is not available to our employees, agents or anyone professionally connected with Yorkshire Handmade Pies.
Looking after your products
Please follow the storage, handling and cooking instructions supplied with your order. The satisfaction guarantee does not cover dissatisfaction caused by incorrect storage, handling or cooking, accidental damage after delivery or simply changing your mind about a purchase.
This does not prevent you from contacting us about a genuine product fault or exercising your statutory rights.
What happens next
We aim to review your request within two working days. If we need more information, we’ll explain what is needed.
Once a refund is approved, we aim to issue it within two working days. Your payment provider may take additional time to show it in your account. These service targets do not extend any applicable statutory refund deadline.
We may decline a satisfaction guarantee claim where there are reasonable grounds to believe it is dishonest or being misused.
We may change or withdraw the Quality Guarantee for future purchases. The terms in place when you placed your order will continue to apply.
Your rights & privacy
This guarantee is additional to your statutory rights and does not affect them. Its claim limits and conditions do not restrict your rights concerning faulty, damaged or incorrectly described goods, or any applicable cancellation rights.
If you have any questions, please don’t hesitate to contact us.
Please see our Privacy Policy for information about how we handle personal information.