Effective Date: 16th February 2025
Last Updated: 27th October 2025
At Porridge, we want you to be happy with every purchase. We’re committed to providing high-quality products and excellent customer service, whether you shop with us in-store or online. This policy outlines how returns, refunds and exchanges are handled across both.
1. Eligibility for Returns
You have 14 days from the date of purchase (in-store) or from receiving your order (online) to request a return.
To be eligible, items must be:
- Unused and in the same condition you received them
- In their original packaging and with all tags, labels and accessories included
Please note, we cannot accept returns on:
- Perishable or open food items
- Downloadable software products
- Unsealed personal care products (such as toiletries and cosmetics)
- Items that are opened, used or not in their original condition
- Sale or reduced items (unless faulty)
2. Returning an Online Order
How to Return an Item:
- Notify Us – Contact us via our Contact Form within 14 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason.
- Return Authorisation – Once we’ve reviewed your request, we’ll provide a return address. Please do not return your item(s) until you have had confirmation from our team that your return request has been accepted.
- Pack & Send – Carefully package your item(s) and write your order number clearly on the parcel. We recommend using a tracked postal service, as we can’t guarantee receipt of untracked returns.
Return Delivery Costs:
Unless the item is damaged, faulty or incorrect, you’ll be responsible for covering return postage costs. Delivery charges are non-refundable unless otherwise agreed.
3. Free In-Store Returns & Exchanges
You’re welcome to return or exchange eligible items purchased online or in-store free of charge at our Brixham shop.
Simply bring the item(s) and proof of purchase (your receipt or payment card) within the 14-day returns window.
Store location and opening hours can be found on our Contact Page.
4. Food & Personal Care Items
To maintain the highest hygiene and safety standards:
- Food products can only be returned if they are faulty or not fit for consumption.
- Personal care items (such as toiletries and cosmetics) can only be returned if faulty.
If you have a concern about a product, please speak to a manager in-store who may make an exception at their discretion or contact us online.
5. Faulty or Damaged Items
If an item arrives damaged or develops a fault, please contact us as soon as possible.
For online orders, contact us via our Contact Form. You may be asked to send photos once you hear from our team. For in-store purchases, speak directly to a manager.
We’ll review the issue and arrange a refund or replacement in line with your consumer rights.
6. Refunds
Once your return is received and inspected, we’ll notify you whether your refund has been approved.
If approved, refunds will be processed back to your original payment method within 7 to 10 business days.
Please note that refunds can only be made to the original payer.
7. Exchanges
If you’d like to exchange an item, you can:
- Visit our Brixham store for a same-day exchange (subject to stock availability), or
- Return the original item via post and place a new order for the replacement online.
8. Proof of Purchase
To help us process your in-store return quickly, please provide one of the following:
- Your receipt or order confirmation email
- The payment card used for the purchase
If you don’t have proof of purchase, please speak to a manager – we’ll do our best to assist where possible.
9. Manager’s Discretion
If your return request falls outside the standard conditions, we may still be able to help.
Refunds or exchanges outside this policy are granted solely at the manager’s discretion, and we always aim to find a fair solution.
10. Further Assistance
If you have any questions or concerns about your purchase or this policy, please speak to a member of our team in-store or contact us online.