Your legal rights still apply
This policy does not remove any statutory rights relating to faulty, unsafe, misdescribed, missing or incorrectly supplied goods.
Many goods bought online have a change-of-mind cancellation period, but exceptions can apply to goods that deteriorate or expire rapidly, personalised goods, and some sealed goods after opening. Those exceptions do not remove rights where goods are faulty, unsafe, misdescribed or incorrectly supplied.
Last updated: 4 August 2026.
Who deals with what?
- The shop: products, quality, stock, substitutions, missing or wrong items, returns, replacements, exchanges, cancellations and refund decisions.
- Basildon Delivery: website and account faults, payment-page errors, support-system faults, serious safety/privacy matters, and rider conduct or dispatch issues.
- The payment provider: moves card money when the shop authorises a refund through its processor.
Basildon Delivery can record the request, provide the shop with order history and help the shop submit an authorised refund where its payment provider supports this. It does not normally decide whether the shop should accept a product return or issue a commercial refund.
How to request a return, replacement or refund
- Log in and open the relevant order.
- Choose Get help and select the closest product, return, cancellation or refund option.
- Explain what happened, which item is affected, and the resolution you are asking for. Keep the product and packaging where reasonably possible.
- The ticket goes to the shop first, with the order history attached.
- The shop replies with the proposed resolution and any return or collection instructions.
Do not hand an item to a rider or send it back until the shop has agreed how the return will be handled. A delivery rider is not automatically authorised to collect returns.
Missing, wrong, damaged, faulty or poor-quality items
- Report the problem against the order as soon as reasonably possible.
- The shop may ask for a photograph or a short description where that is reasonable and useful.
- The shop should offer the remedy required by law and appropriate to the circumstances, which may include a refund, replacement, repair, price reduction or another agreed solution.
- For food safety, contamination, allergy, counterfeit or dangerous-product concerns, mark the ticket as serious so it can also reach Basildon Delivery promptly.
Change-of-mind returns
- Where a legal change-of-mind right applies, the shop must provide the required cancellation and return process.
- Some local-delivery goods may be exempt, especially goods that deteriorate or expire rapidly, personalised goods, or certain sealed hygiene-related goods after opening.
- A shop may offer a more generous voluntary returns policy, but it must not describe that policy in a way that removes statutory rights.
- The shop should tell the customer whether a return is required, where it must go, and who is responsible for reasonable return costs under the applicable rules.
Before and during preparation
- An unpaid hosted-checkout order can be cancelled by the customer while it remains in the unpaid pending-payment state.
- For any other order, contact the shop immediately through the order ticket if you want to cancel or change it.
- Once preparation has started, cancellation may depend on the goods, the stage reached and the customer's legal rights.
- The shop should record unavailable items and agreed substitutions before marking the order ready wherever possible.
Failed delivery attempts
- If delivery is genuinely attempted but cannot be completed because nobody is available, the address or required PIN is unusable, or a required age/ID check fails, the rider may have completed paid work even though the goods are returned.
- After the shop confirms the returned goods and reviews the reason, it may retain the separately shown delivery and Rush charge as a reasonable attempted-delivery charge. The goods value, Basildon Delivery fee, rider tip and other refundable amounts are returned.
- The rider's report does not decide financial responsibility automatically. The shop must record whether the customer, the shop, or a Basildon Delivery service issue caused the failure.
- If the shop caused the failure, the customer receives the full refundable value and the shop funds the rider attempt. If a Basildon Delivery or rider issue needs investigation, the customer receives the full refundable value while rider pay is held for review.
- For cash orders, there may be no customer payment to retain. The shop can still be responsible for the rider attempt cost where the attempted delivery is confirmed.
This does not remove statutory rights relating to faulty, unsafe, misdescribed, missing or incorrectly supplied goods.
Card refunds
- The shop receives card payments through its own payment provider and remains responsible for authorising refunds.
- Where the connected provider supports it, the shop can submit a refund from the Basildon Delivery order screen. The request is still made for the shop through the shop's processor account.
- Where automated refunding is unavailable or cannot be confirmed, the shop must complete the refund directly with its payment provider and record the outcome in the order.
- Refunds should normally go back through the original payment method unless the customer and shop lawfully agree otherwise.
- Processor and bank processing times can delay when the credit appears, even after the shop has submitted it.
Shop credit
- Shop credit is optional and only available where the shop and platform settings allow it.
- It belongs to the same shop and is not general Basildon Delivery credit.
- Shop credit must not be imposed instead of a refund where the customer has a legal right to money back.
- The same value must not be both refunded and credited.
Delivery and rider problems
- The shop remains the first contact for the order and for any product or refund decision.
- Basildon Delivery may separately investigate a website, dispatch or rider-conduct issue.
- Order history, PIN records, rider notes and support messages may be reviewed to establish what happened.
Failed age check or returned restricted goods
- Age-restricted goods must not be handed over if the required age or ID check fails.
- The rider should return the restricted goods to the shop using the recorded return workflow.
- The shop then decides and records the cancellation or refund in line with the law and the circumstances.
- Basildon Delivery may review a rider or service-process issue, but the shop remains responsible for the goods and customer refund decision.
If the shop does not resolve it
Ordinary product and refund tickets stay with the shop first. The customer can ask Basildon Delivery to review the handling after the shop replies, after the shop marks the ticket resolved, or if the shop has not replied within 24 hours.
Basildon Delivery may return the issue to the shop with guidance, investigate a website or rider issue, preserve the support history, or restrict a shop that repeatedly fails to meet its obligations. Escalation does not make Basildon Delivery the seller of the goods.
Payment disputes and chargebacks
- Contact the shop through the order ticket before opening a card dispute where it is safe and practical to do so.
- A card dispute is handled under the rules of the shop's payment provider and the customer's card issuer.
- Order details, item records, delivery history, PIN state, refund records and support messages may be supplied as evidence where lawful.
Start an order request
Log in and use customer support to choose the order. Guest messages are not sent directly to shops.