Last Updated: 16th December 2025
At Sussex Smokehouse, we want you to be completely satisfied with your purchase. Due to the nature of our products as food items, we have specific policies regarding returns and refunds.
Our Commitment to Quality
Every product is handmade in small batches and carefully checked before dispatch. If something isn’t right, we’ll make it right.
Faulty or Damaged Products
If you receive a product that is faulty, damaged, or not as described, we will replace it or provide a full refund.
To report an issue:
- Contact us within 7 days of receiving your order at hello@sussexsmokehouse.com
- Provide your order number and a description of the issue
- Include photos if possible (this helps us to identify and prevent future issues)
We’ll arrange a replacement or refund promptly. You don’t need to return faulty products unless we specifically request it.
Unopened Products
If you change your mind about an unopened product, you can return it within 14 days of receipt for a full refund, in line with the Consumer Contracts Regulations.
Conditions:
- Products must be unopened and in original, resalable condition
- You’re responsible for return postage costs
- Contact us before returning to arrange the return
Once we receive and inspect the returned product, we’ll process your refund within 14 days.
Opened Products
Due to food safety and hygiene regulations, we cannot accept returns of opened products unless they are faulty.
If there’s an issue with an opened product (quality, freshness, or any other concern), contact us immediately. We’ll work with you to resolve it, usually by sending a replacement.
Non-Delivery
If your order doesn’t arrive within the expected timeframe, contact us at hello@sussexsmokehouse.com. We’ll investigate with the courier and either resend your order or provide a full refund.
Refund Process
Refunds will be issued to the original payment method within 14 days of us receiving your return or approving your refund request.
If you paid via PayPal or Stripe, the refund will appear in your account according to their processing times.
Exchanges
We’re happy to exchange products if you’d prefer a different variety or size. Contact us to arrange an exchange – we’ll work with you to make it as straightforward as possible.
Contact Us
If you have any issues with your order or questions about returns and refunds, get in touch:
Email: hello@sussexsmokehouse.com
We’re a small business and want every customer to be happy. If something’s wrong, let us know and we’ll sort it out.
Consumer Rights
This policy doesn’t affect your statutory rights under UK consumer protection law. For more information, visit the Citizens Advice website at citizensadvice.org.uk.