Refund policy

 

Refund and Return Policy

 

We want every Magpye delivery to arrive frozen, safe and delicious. Because our pies and sides are frozen and perishable, the usual “send it back for a refund” does not work. Instead, we keep things simple.


Below is how we handle problems with your order and when refunds or replacements are available.

 

 

 

1. Summary

 

 

  • Change of mind

    We cannot accept returns or issue refunds if you change your mind after dispatch.

  • Damaged, thawed or not safe to eat

    We will replace or refund affected items. You must contact us within 24 hours of delivery with photos.

  • Wrong items or missing items

    We will put this right with a replacement, credit or refund.

  • Delivery issues

    If your parcel has clearly been mis-delivered, lost or arrives late and no longer frozen, we will investigate with the courier and either resend or refund.

  • How to contact us

    Email info@magpye.co.uk with your order number, photos and a short description of the issue.

 

 

 

 

2. Perishable products and returns


Our products are frozen, perishable food. For food safety reasons:

 

  • We cannot accept returns of pies or sides once they have left our kitchen, except where we specifically ask you to return something.

  • You should place your order in the freezer as soon as it arrives and follow the storage and cooking instructions on pack.

 

This does not affect your legal rights if the products are faulty, damaged, unsafe or not as described.

 

 

 

3. Damaged, spoiled or quality issues

 

If your order arrives:

 

  • damaged

  • defrosted or not sufficiently chilled

  • with obvious quality problems

please:

 

  1. Take clear photos of the packaging, the shipping label and the affected items.

  2. Email info@magpye.co.uk within 24 hours of delivery.

  3. Include your order number, a brief description of the problem and your photos.

 

We will review the issue and usually offer either:

 

  • a replacement of the affected items, or

  • a refund or store credit for the value of those items.

 

We may occasionally ask for more information so that we can investigate with our courier or production team.

 

 

 

4. Wrong or missing items

 

If:

  • you receive pies you did not order, or

  • some items are missing from your box


please contact us within 48 hours of delivery at info@magpye.co.uk.


We will check your order and packing records and then:

  • send the missing or correct items, or

  • issue a refund or store credit for any items that were not supplied.


If you receive something in error you do not need to return it, but please do not consume it if you have allergies or dietary requirements it may not meet.

 

 

 

5. Delivery problems

 

5.1 No one home and “safe place” deliveries

 

Our pies must be delivered promptly and kept frozen. At checkout you confirm that:

  • the delivery address and instructions you provide are accurate, and

  • the courier is authorised to leave the parcel at your address or in a safe place if no one is available.

Once the courier has followed those instructions and recorded the parcel as delivered, the order is treated as delivered and the risk passes to you.

We are not able to refund or replace orders that spoil or are stolen after a successful delivery to the address or safe place you provided.

 

5.2 Mis-delivery, loss or serious delay

 

If the tracking shows delivery to the wrong address, or your parcel never arrives, or arrives significantly late and no longer frozen, please:

  • Contact us as soon as possible, and

  • Provide your order number and any courier messages or photos.

 

We will investigate with the courier and, where the problem was not caused by an incorrect address or missed delivery, we will either resend your order or refund you.

 

 

 

6. Cancellations

 

  • Orders for standard products can usually be cancelled before we pick and pack your box.

  • Once your order has been picked or dispatched, it cannot be cancelled due to the perishable nature of the goods.


If you need to cancel, email info@magpye.co.uk as soon as possible with your order number and “Cancellation request” in the subject line. If cancellation is still possible we will refund you in full to your original payment method.


Custom or special orders may have different cancellation windows. These will be explained at the time of ordering.

 

 

 

7. How refunds are processed

 

  • Where a refund is agreed, it will be made to your original payment method.

  • We aim to process refunds within 5 working days. Your bank or card provider may take a little longer to show the funds.

  • In some cases we may offer store credit or a discount code instead of a refund, for example where the issue is minor and you are happy to accept that option.

 

 

 

 

8. Items that are not refundable

 

Except where goods are faulty or not as described, we cannot provide refunds for:

 

  • Change of mind after dispatch

  • Orders where incorrect delivery details were supplied

  • Orders that could not be delivered because no one was available to receive the parcel and the courier followed the delivery instructions

  • Gift cards or digital vouchers

  • Free or promotional items

 

This does not affect your statutory rights as a consumer.

 

 

 

9. Questions or complaints

 

If you have any questions about this policy or need help with an order, please contact:


Email: info@magpye.co.uk


We are a small team and will always do our best to put things right and keep you happily pie powered.