Returns and refunds policy

Your statutory rights

We have a legal duty to supply goods that are as described, fit for purpose and of satisfactory quality. Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer law.

Food and grocery products

For food-safety and hygiene reasons, we generally cannot accept change-of-mind returns of perishable food, including chilled, frozen or other products where return may affect safety or quality. The statutory change-of-mind right does not apply to goods liable to deteriorate or expire rapidly, or to sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed.

If a product is damaged, faulty, spoiled, not as described, incorrect or otherwise unsuitable, contact us. After assessment, an appropriate resolution may be a refund, replacement, partial refund or another remedy. These exceptions never remove rights relating to faulty, unsafe or misdescribed goods.

Damaged, spoiled or poor-quality items

Email orders@1313market.co.uk as soon as reasonably possible after delivery. Include your order number, affected product, a brief description and a clear photograph of the item and, where relevant, its packaging. A photograph may reasonably be required to investigate and approve a refund or replacement, but this process does not reduce your statutory rights.

Incorrect or missing items

If you receive something you did not order or an item is missing, contact us promptly. After checking the order and delivery information, we may replace or refund the affected item. Where only individual products are affected, the remedy may apply to those products rather than the whole order.

Non-food products and change of mind

For most eligible non-perishable goods bought online, you may cancel without giving a reason from the time you order until 14 days after the day you receive them. Tell us clearly within that period, then return them within a further 14 days.

Please contact us before returning an item for return instructions. Keep it complete and, where reasonably possible, unused and in its original packaging. You may inspect it as you would in a shop, but we may reduce a refund for loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Sealed goods unsuitable for return for health or hygiene reasons lose the change-of-mind right once unsealed.

Returning eligible goods

Unless goods are faulty or we agree to collect, you are responsible for the direct return cost. Send returns to 1313 Market, 48 Alma Place, Strood, Rochester, Kent, ME2 2AE, United Kingdom. We recommend retaining proof of postage.

To cancel, email us with your name, order number, address, goods concerned and dates ordered and received. You may use this model wording: “I give notice that I cancel my contract of sale for [goods], ordered on [date] and received on [date]. My name and address are [details].” You do not have to use this wording.

Refunds

Approved refunds are normally made to the original payment method. For a valid statutory change-of-mind cancellation, we refund the goods and the cost of our least expensive standard delivery option, but not any extra paid for premium delivery. We may wait until we receive the return or evidence it was sent.

We issue the refund without undue delay, normally within 14 days after receiving the goods or evidence of return, or within 14 days after cancellation where nothing must be returned. Your bank, card provider or payment service may take additional time to display it. We do not charge a refund fee.

Orders through a delivery platform

For product-quality, missing or incorrect-item issues on orders placed through Uber Eats, Just Eat, Deliveroo or Flash, email orders@1313market.co.uk. If the order was placed and paid for on that platform, its payment records and refund process may mean we must work with it or ask you to submit the refund through its app. This does not affect your statutory rights.

Contact us

1313 Market
48 Alma Place
Strood, Rochester
Kent, ME2 2AE
United Kingdom

Email: orders@1313market.co.uk

We aim to treat all genuine product and order issues fairly and provide an appropriate resolution.