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Refund Policy

A legal disclaimer

Jan’s Mart Ltd, trading as, Jan's Scran Van
Effective Date: June 25, 2025
Business Registration: Company number NI725836
Contact: team@jansscran.com

 

1. POLICY OVERVIEW

This refund policy outlines the terms and conditions under which Jan's Scran Van processes refunds for food products and services. This policy is designed to comply with UK consumer protection laws while addressing the unique considerations of food safety and perishable goods.

Our Commitment: We are committed to providing high-quality food products that meet UK food safety standards and customer expectations. When products fail to meet these standards, we will work with customers to resolve issues promptly and fairly.

 

2. LEGAL FOUNDATION AND CONSUMER RIGHTS

This policy operates within the framework of UK consumer protection legislation:

  • Consumer Rights Act 2015: Customers are entitled to refunds for faulty goods, items not as described, or products unfit for purpose

  • Consumer Contracts Regulations 2013: Provides cancellation rights for distance sales (online/phone orders)

  • Food Safety Act 1990: Establishes our obligation to supply safe food and withdraw unsafe products

  • General Food Regulations 2004: Mandates food safety throughout the supply chain

Customer Rights: You have statutory rights that cannot be limited by this policy. These include refunds for faulty goods within 30 days, and the right to repair, replacement, or partial refund for up to 6 months after purchase.

 

3. REFUND ELIGIBILITY CRITERIA

3.1 ELIGIBLE REFUND SITUATIONS

Full refunds are available for:

  • Food products that are unsafe or unfit for consumption

  • Incorrect items delivered (different from order)

  • Food products damaged during delivery

  • Items not matching description or advertised quality

  • Food products containing undeclared allergens

  • Products past best before date upon delivery

  • Items affected by food safety recalls

3.2 PARTIAL REFUNDS MAY APPLY FOR:

  • Substitutions made without customer consent

3.3 NON-REFUNDABLE SITUATIONS

Refunds will NOT be provided for:

  • Personal taste preferences or dislike of flavors

  • Customer ordering errors (wrong size, flavor, etc.)

  • Products consumed or partially consumed (unless unsafe)

  • Items damaged after delivery

  • Products stored incorrectly by customer

  • Change of mind purchases (in-store only)

  • Gift cards or promotional items

  • Custom-made or personalized food items

 

4. TIME LIMITS AND NOTIFICATION REQUIREMENTS

4.1 IMMEDIATE NOTIFICATION (0-24 HOURS)

  • Food safety issues: Contact us immediately upon discovery

  • Delivery damage: Report within 24 hours of receipt

  • Incorrect orders: Notify within 24 hours of delivery

4.2 STANDARD NOTIFICATION (24-72 Hours)

  • Quality issues: Report within 72 hours of receipt

  • Allergen concerns: Notify immediately upon discovery

  • Missing items: Report within 72 hours of delivery

4.3 STATUTORY RIGHTS PERIOD

  • Faulty goods: Up to 30 days for full refund

  • Distance sales: 14 days cancellation right for online/phone orders

  • Extended warranty: Up to 6 months for repair/replacement rights

 

5. FOOD SAFETY AND PERISHABLE GOODS RESTRICTIONS

5.1 TEMPERATURE-CONTROLLED PRODUCTS

Due to food safety regulations, we CANNOT accept returns of:

  • Fresh or frozen foods that have left temperature-controlled environment

  • Dairy products after delivery

  • Meat and poultry products

  • Any perishable items that have been outside our control

5.2 FOOD SAFETY COMPLIANCE

  • All returned items must be in original, unopened packaging

  • Products must not have exceeded safe storage temperatures

  • Items showing signs of tampering cannot be accepted

  • Opened food products cannot be returned due to contamination risk

5.3 EXCEPTION FOR SAFETY ISSUES

Food safety restrictions do NOT apply when:

  • Products are genuinely unsafe or contaminated

  • Items contain foreign objects

  • Allergen information was incorrect or missing

  • Products show signs of spoilage upon delivery

 

6. REFUND REQUEST PROCESS

6.1 HOW TO REQUEST A REFUND

Step 1: Contact Us

Step 2: Provide Required Information

  • Order number or receipt

  • Date of purchase/delivery

  • Description of the issue

  • Photographic evidence (if applicable)

  • Reason for refund request

Step 3: Product Assessment

  • We will evaluate your refund request

  • Additional information may be requested

  • Decision communicated within 48 hours

6.2 DOCUMENTATION REQUIREMENTS

  • Proof of purchase: Receipt, order confirmation, or bank statement

  • Product evidence: Photos of damaged/defective items

  • Delivery confirmation: For delivery-related issues

  • Medical documentation: For allergen-related health issues (if applicable)

 

7. REFUND PROCESSING AND PAYMENT METHODS

7.1 PROCESSING TIMEFRAMES

  • Decision: Within 48 hours of complete information receipt

  • Refund processing: 5-10 business days after approval

  • Credit card refunds: 3-5 business days to appear on statement

  • Bank transfer refunds: 2-3 business days

  • Cash refunds: Immediate (in-store purchases only)

7.2 REFUND METHODS

  • Original payment method: Preferred option for all refunds

  • Store credit: Available as alternative with customer consent

  • Bank transfer: For cash purchases without receipt

  • Replacement products: Offered for suitable items

7.3 REFUND AMOUNTS

  • Full refund: Product cost plus applicable delivery charges

  • Partial refund: Proportional to issue severity

  • Processing fees: No deduction for legitimate refund claims

  • Return shipping: Covered by us for our errors

 

8. SPECIAL CIRCUMSTANCES

8.1 FOOD ALLERGIES AND MEDICAL ISSUES

  • Immediate refund for products causing allergic reactions

  • Medical documentation may be requested for severe cases

  • We will investigate allergen disclosure procedures

8.2 FOOD RECALLS AND SAFETY ALERTS

  • Automatic full refunds for recalled products

  • No proof of purchase required for recall situations

  • Extended refund periods during recall events

  • Disposal instructions provided for unsafe products

 

9. DISPUTE RESOLUTION

9.1 INTERNAL REVIEW PROCESS

  1. First Level: Customer service team review

  2. Second Level: Manager assessment

  3. Final Level: Business owner decision

  4. Response Time: Maximum 7 days for complex cases

9.2 EXTERNAL DISPUTE RESOLUTION

If you remain unsatisfied with our decision, you may contact:

  • Local Authority Trading Standards: Derry City and Strabane Council

  • Citizens Advice Consumer Service: 0808 223 1133

  • Food Standards Agency: For food safety complaints

  • Small Claims Court: For disputes over £100

9.3 ALTERNATIVE DISPUTE RESOLUTION

  • We participate in relevant ADR schemes

  • Mediation services available for complex disputes

  • Legal costs coverage considered for genuine grievances

 

10. FORCE MAJEURE AND EXCEPTIONAL CIRCUMSTANCES

10.1 CIRCUMSTANCES BEYOND OUR CONTROL

Refund terms may be modified during:

  • Natural disasters or extreme weather

  • Public health emergencies

  • Supply chain disruptions

  • Government restrictions on food businesses

10.2 MODIFIED PROCEDURES

During exceptional circumstances:

  • Extended notification periods may apply

  • Alternative refund methods may be offered

  • Processing times may be longer

  • Store credit may be prioritized over cash refunds

 

11. DATA PROTECTION AND PRIVACY

11.1 INFORMATION COLLECTION

We collect personal information for refund processing including:

  • Contact details and purchase history

  • Bank account information for refunds

  • Photographic evidence of product issues

11.2 DATA RETENTION

  • Purchase records: 7 years (business requirements)

  • Refund records: 3 years (dispute resolution)

  • Photos/evidence: Retained only during investigation

11.3 PRIVACY RIGHTS

You have the right to:

  • Access your personal information

  • Correct inaccurate data

  • Request deletion (subject to legal requirements)

  • Object to certain processing activities

 

12. POLICY UPDATES AND AMENDMENTS

12.1 REVIEW AND UPDATES

  • Policy reviewed quarterly for compliance

  • Updates published on website and displayed in-store

  • Email notification for significant changes

  • Existing orders processed under original terms

12.2 LEGAL COMPLIANCE

  • Policy updated to reflect regulatory changes

  • Consumer law developments incorporated promptly

  • Industry best practices adopted where appropriate

  • Professional legal advice sought for major changes

 

13. CONTACT INFORMATION AND COMPLAINTS

13.1 CUSTOMER SERVICE CONTACTS

General Inquiries:

Refund Specific:

Emergency Food Safety Issues:

13.2 REGULATORY CONTACTS

Local Authority Environmental Health:

Food Standards Agency:

  • Website: food.gov.uk

  • Consumer helpline: 020 7276 8829

 

14. POLICY EFFECTIVENESS AND MONITORING

14.1 PERFORMANCE METRICS

We monitor refund policy effectiveness through:

  • Customer satisfaction surveys

  • Refund request resolution times

  • Complaint escalation rates

  • Regulatory compliance audits

14.2 CONTINUOUS IMPROVEMENT

  • Monthly refund data analysis

  • Staff training on policy updates

  • Customer feedback integration

  • Industry benchmark comparisons

 

Policy Version: 1.0
Next Review Date: September 25, 2025
Approved By: Hugh Sharkey, owner

 

This refund policy forms part of our terms and conditions and should be read in conjunction with our shipping policy, privacy policy, and terms of service. This policy does not limit your statutory consumer rights under UK law.

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