Refund policy
Returns & Refunds
At IDPL, we take great care in selecting, preparing and delivering our products. Because our collection includes fresh, perishable and temperature-sensitive goods, our returns policy differs depending on the type of product purchased.
This policy does not affect your statutory rights.
Fresh Fruit, Wagyu & Other Perishable Products
Fresh fruit, Wagyu and other perishable or temperature-sensitive products cannot normally be returned or refunded simply because you have changed your mind.
This is because these products have a limited shelf life and require careful handling and storage.
However, if your order arrives:
- damaged
- spoiled or not in satisfactory condition
- materially different from the product ordered
- incomplete or incorrect
please contact us as soon as possible after delivery.
For fresh or perishable products, we recommend contacting us within 24 hours of delivery so that we can assess the issue promptly.
Please provide:
- your order number
- a short description of the issue
- clear photographs of the product and packaging
Where appropriate, we may offer a replacement, partial refund or full refund depending on the circumstances.
Wine & Spirits
For unopened wine and spirits, please contact us if you wish to request a return.
Where a statutory cancellation right applies, customers purchasing online may generally have up to 14 days after receiving eligible goods to notify us that they wish to cancel. Certain exclusions may apply depending on the nature and condition of the product. Legislation.gov.uk
Returned bottles must be unopened, unused, undamaged and in their original saleable condition.
Unless the item is faulty, damaged or incorrectly supplied, the customer may be responsible for the cost of returning the goods.
If a bottle arrives damaged, leaking or incorrect, please contact us promptly with photographs so that we can arrange an appropriate resolution.
Damaged or Incorrect Orders
Please inspect your order when it arrives.
If anything is damaged, missing or incorrect, contact us as soon as possible at:
Please include your order number and photographs where relevant.
We will review the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.
Refunds
Once a refund has been approved, it will be issued to the original payment method.
Please allow several working days for the refund to appear in your account, depending on your bank or payment provider.
Original delivery charges may not be refundable unless the order was faulty, damaged or incorrectly supplied.
Orders That Cannot Normally Be Returned
Unless faulty or otherwise covered by your statutory rights, we are generally unable to accept returns for:
- fresh fruit
- Wagyu and chilled products
- other perishable goods
- products that have been opened or consumed
- products that have been improperly stored after delivery
- personalised, bespoke or specially sourced orders
UK consumer rules specifically recognise exceptions to ordinary change-of-mind returns for perishable goods. GOV.UK
Cancellations Before Dispatch
If you need to cancel an order, please contact us as quickly as possible.
If the order has not yet been prepared or dispatched, we will try to cancel it and issue a refund.
For fresh, specially sourced or prepared-to-order products, cancellation may not always be possible once preparation or sourcing has begun.
Alcohol Orders
Alcohol may only be sold to customers aged 18 or over.
Age verification may be required before alcohol is handed over at delivery, and alcohol will not be supplied where appropriate age verification cannot be completed. Current Home Office guidance specifically addresses age verification for remote alcohol sales and delivery.
Contact Us
If you have any questions about a return, refund or problem with your order, please contact:
IDPL Customer Care
Email: hello@idpl.uk
We aim to handle every issue fairly and as quickly as possible.