Returns/Cancellations
Last updated: 27 October 2026
We want you to be satisfied with your purchases and bookings. This policy explains change-of-mind cancellations, faulty products, Christmas orders and dog playground bookings. It does not restrict your statutory rights.
Fresh and perishable food
The usual 14-day right to cancel a distance purchase because you have changed your mind does not apply to goods liable to deteriorate or expire rapidly, such as many fresh meat and deli products. If food is faulty, unsafe, not as described or otherwise fails to meet statutory requirements, please contact us promptly so that we can investigate and provide the remedy required by law. This exception does not remove rights relating to faulty goods.
Other non-perishable products
For eligible non-perishable goods purchased online, you generally have 14 days after receiving the goods to notify us that you wish to cancel, followed by a further 14 days to return them. We will refund in accordance with the Consumer Contracts Regulations, including applicable standard delivery costs, within the required period. Where you exercise a change-of-mind cancellation right, you may be responsible for the direct cost of returning goods if this was made clear before purchase. Return costs vary according to the item and return method; any applicable charges or reasonable estimates will be explained before you order where required by law. If goods are faulty or not as described, we will meet return costs where legally required. Goods must be handled only as reasonably necessary to inspect them, otherwise a lawful deduction for diminished value may apply. Some statutory exceptions apply, including qualifying personalised goods and sealed hygiene-sensitive goods unsealed after delivery.
Faulty or incorrectly supplied goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may have a short-term right to reject faulty goods within 30 days, or rights to repair, replacement, a price reduction or a refund. Sale or discounted items have the same statutory protections. Please contact us with the order details and a description of the problem; photographs may help, but are not an absolute condition of exercising statutory rights. We may reasonably request that goods be made available for inspection or collection.
Christmas and seasonal orders, and deposits
Seasonal food orders are subject to the applicable statutory rights described above. Products liable to deteriorate or expire rapidly are generally excluded from the statutory change-of-mind cancellation right. Any optional cancellation arrangements will be explained at the time of ordering.
Dog playground bookings
Dog park bookings are subject to the separate Kings Farm Dog Park Terms of Use at https://kingsfarmshop.co.uk/pages/kings-farm-dog-park-terms-of-use. First-time users must complete an induction session. Bookings are limited to two households, two vehicles and six dogs. Sessions start on the hour and provide 50 minutes of field use with a 10-minute changeover. The lead booker must attend and all users must comply with the published safety, welfare, access and conduct requirements. Nothing in those terms excludes liability that cannot lawfully be excluded.
How to request a refund
Please contact Kings Farm Shop on 01296 622014 or at orders@kingsfarmshop.co.uk, quoting your order or booking reference and explaining the issue. Where appropriate, returns can be arranged at Nash Lee End, Wendover, Aylesbury HP22 6BH; please contact us before returning perishable goods. We aim to respond to email enquiries within three working days. Refunds due under consumer law will be made without undue delay and within the applicable statutory deadline, normally to the original payment method unless you expressly agree otherwise. We do not charge a refund administration fee where prohibited by law.