Refund policy
Returns and refunds
We want you to enjoy this. If something is not right, we will put it right.
The short version
- Changed your mind on an unopened pouch? You have 14 days from delivery to tell us, and we will refund you in full.
- Waiting on a preorder? You can cancel any time before it ships, for a full refund, no reason needed.
- Opened a pouch and did not rate it? Our first-pouch promise: cook one dinner with it, email us within 14 days of delivery, and we will refund what you paid for that pouch. Keep it – nothing has to come back and there is no postage for you to pay. See section 3.
- Faulty, damaged, wrong or not as described? You are covered either way – see section 4.
1. Cancelling a preorder before it ships
Our first run is sold as a preorder, and you pay at the time of ordering. You can cancel at any point between placing your order and the day it is delivered, and for 14 days after it arrives. You do not need a reason.
To cancel, email info@authenticlahori.com with your order number. We will refund the full amount you paid, including any delivery charge, within 14 days of you telling us – normally much sooner, and always back to the card or account you paid from.
2. Changing your mind after delivery
You have the right to cancel your order for up to 14 days after the day your parcel arrives. Tell us within that window and send the goods back within 14 days of telling us.
Pouches returned under this section must be unopened and sealed. This is a food product: once a pouch is opened we cannot know how it has been stored and we cannot sell it to anyone else, so for health and hygiene reasons an opened pouch cannot be resold. This is set out in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have opened a pouch, you are not stuck – see our first-pouch promise in section 3.
If you bought a multi-pouch pack and opened one pouch, you can still return the sealed ones. We will refund those.
Getting the goods back to us. Start a return by emailing info@authenticlahori.com with your order number, and we will confirm the return address and what to do next. You pay the return postage on sealed goods, and we would suggest a tracked service, because until it reaches us it is your parcel.
What we refund. The full price of the goods you return. UK delivery is free, so there is no delivery charge to refund. If you return only part of an order, we refund those items.
We will refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them – whichever is sooner. Refunds go to the original payment method.
Please look after anything you might send back. If pouches come back damaged beyond what handling them to check them would cause, we may reduce the refund to reflect that.
3. Our first-pouch promise
Sealed-only returns are the law, but they are no use to someone who wanted to find out whether they actually like the mix. So we give you this on top of your legal rights, never instead of them.
Open one pouch. Cook one dinner with it. If you do not rate it, email info@authenticlahori.com within 14 days of delivery with your order number, and we will refund what you paid for that pouch.
- Keep the pouch. You do not have to send it back, and there is no return postage for you to pay. We do not resell opened food, so we would rather it stayed in your kitchen than came back to ours.
- The promise covers one opened pouch per order. Any pouches still sealed can be returned under section 2 for a full refund.
- We do not ask you to justify it. “It is not for us” is a complete answer.
- We refund within 14 days of you telling us, to the card or account you paid from.
4. If something is wrong with your order
This is separate from changing your mind and from the first-pouch promise, and nothing above limits it.
If your order arrives damaged, faulty, incomplete, past its best-before date, or is not what we described, tell us within 30 days of delivery and you can have a full refund. After 30 days, and for up to six months, we will repair or replace it, or refund you if that is not practical. These are your rights under the Consumer Rights Act 2015 and they apply whether or not the pouch has been opened.
Email info@authenticlahori.com with your order number and, if you can, a photo. You do not need to send anything back before we sort it out, and you will never be out of pocket for return postage on a faulty or wrong item. We will tell you whether to return it and we will cover the cost.
5. If your parcel does not arrive, or arrives late
Until it reaches you, the parcel is our responsibility, not yours or the courier’s.
- If your order has not arrived, contact us and we will chase it, resend it or refund you.
- If we miss the dispatch window we told you about, you can give us a new final deadline that is reasonable in the circumstances. If we miss that too, you can cancel and we will refund you in full, including delivery.
- If we told you a delivery date and you had made clear that date was essential, you can cancel straight away and get a full refund.
6. Preorder delays
Our expected dispatch is October 2026. It is an honest estimate, not a guarantee. If it moves, we will email everyone who has ordered, tell you the new expectation, and tell you plainly that you can cancel for a full refund if you would rather not wait. We will not quietly let the date slide.
7. How to contact us about a return
Email info@authenticlahori.com with your order number. We aim to reply within 2 working days.
You do not have to use a special form, but if you prefer, you can use the model cancellation form in Schedule 3 of the Consumer Contracts Regulations 2013. A plain email saying you want to cancel is just as valid.