Return and Refund Policy

Last updated: August 12, 2026

This Return and Refund Policy applies to purchases made through our online store operated by PORKY'S PIZZA LIMITED (“we”, “us”, “our” or the “Company”).

We want you to be satisfied with your purchase. In addition to your statutory consumer rights, we offer eligible customers a voluntary 30-day return period as described below.

Please read this policy carefully before requesting a return.

1. 30-Day Voluntary Return Policy

We offer a 30-day voluntary return period for eligible products.

You may request a return within 30 days after receiving your order.

To qualify for a voluntary return, the product must generally:

• Be in the same condition as when you received it;

• Be unused and undamaged;

• Show no signs of excessive use, outdoor use, installation or modification;

• Include all original accessories, parts and components;

• Include manuals and other materials supplied with the product;

• Be returned in its original packaging where reasonably possible; and

• Be accompanied by valid proof of purchase.

You may open the packaging and reasonably inspect the product. However, products that have been used beyond what is reasonably necessary to determine their nature, characteristics and functionality may be subject to a reduction in refund value where permitted by applicable law.

Our voluntary 30-day return policy is provided in addition to, and does not replace, your statutory consumer rights.

2. EU and German Consumers – 14-Day Statutory Right of Withdrawal

Where applicable, consumers in Germany and other countries within the European Union or European Economic Area have a statutory right to withdraw from eligible distance purchases without giving a reason.

The statutory withdrawal period is generally 14 days from the date on which you, or a third party designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw before the withdrawal period expires.

You may do so by sending us a clear statement containing:

• Your full name;

• Order number;

• Email address used for the order;

• Product concerned; and

• A clear statement that you wish to withdraw from the purchase.

After notifying us of your withdrawal, you must return the goods without undue delay and, where applicable, no later than 14 days after notifying us of your decision to withdraw.

This statutory right of withdrawal is separate from our voluntary 30-day return policy.

3. How to Request a Return

Do not return any product without first contacting us.

To request a return:

1. Contact our customer service team using the contact details displayed on our website.

2. Provide your order number and the email address used to place the order.

3. Identify the product you wish to return.

4. State the reason for the return.

5. If the product is damaged, defective, incomplete or incorrect, provide clear photographs or videos showing the issue.

6. Wait for our return authorization and return instructions.

Once your return request has been approved, we will provide you with the appropriate return address and shipping instructions.

Important

Our registered office is not automatically our return warehouse.

Do not send returns to our registered office unless our customer service team specifically instructs you to do so.

Products sent to an unauthorized or incorrect address may experience delays and may not be accepted.

4. Return Shipping Costs

4.1 Change-of-Mind Returns

For voluntary change-of-mind returns under our 30-day return policy, the customer is generally responsible for the direct cost of returning the product unless we expressly agree otherwise.

This may include international return shipping costs where the return must be sent to a warehouse located outside the customer's country.

4.2 EU/EEA Statutory Withdrawal

Where a customer exercises an applicable statutory 14-day right of withdrawal, the customer is responsible for the direct cost of returning the goods where permitted by applicable law and where this responsibility has been properly communicated before purchase.

4.3 Faulty, Damaged or Incorrect Products

We will normally cover reasonable return shipping costs when the return is caused by:

• A defective product;

• A product damaged before or during delivery;

• An incorrect product supplied by us;

• Missing components or accessories; or

• Another confirmed error for which we are responsible.

Please contact us before returning such products.

We may provide:

• A prepaid return label;

• Specific return instructions; or

• Reimbursement of reasonable return shipping costs.

Do not send any parcel on a cash-on-delivery, postage-due or freight-collect basis unless we have expressly approved this in writing.

We strongly recommend using a trackable shipping method and keeping your shipping receipt until the return and refund process has been completed.

5. Damaged, Defective, Missing or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

• Your product arrives damaged;

• Your product is defective;

• You receive the wrong product;

• Parts or accessories are missing;

• The product is materially different from its description; or

• The parcel shows significant transportation damage.

Please provide:

• Your order number;

• A description of the problem;

• Photographs of the product;

• Photographs of the packaging;

• A photograph of the shipping label where relevant; and

• A video demonstrating the problem where reasonably necessary.

After reviewing the information, we will provide an appropriate solution in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Repair;

• Replacement;

• Reshipment;

• Partial refund; or

• Full refund.

Nothing in this policy limits your statutory rights relating to defective, damaged, misdescribed or non-conforming goods.

6. Non-Returnable Products and Exceptions

Certain products may not qualify for voluntary returns or statutory withdrawal where an exception is permitted by applicable law.

These may include:

Personalized or Custom Products

Products made specifically according to a customer's specifications or clearly personalized may not be eligible for change-of-mind returns.

Hygiene and Health-Sensitive Products

Sealed products that are not suitable for return for health protection or hygiene reasons may not be eligible for return after the seal has been removed where permitted by law.

Consumable Products

Opened, partially consumed or used consumable products may not qualify for voluntary change-of-mind returns.

Perishable Products

Products that are liable to deteriorate or expire rapidly may be excluded from the statutory right of withdrawal where permitted by law.

Camping Fuel and Hazardous Products

Certain outdoor and camping products may contain or consist of:

• Gas cartridges;

• Fuel canisters;

• Flammable liquids;

• Chemicals;

• Pressurized containers;

• Batteries; or

• Other regulated or hazardous materials.

Such products may be subject to special transportation and return requirements.

Do not attempt to return gas cartridges, fuel containers, flammable products or other hazardous materials through ordinary postal services without first contacting us.

We will provide specific instructions where a return is legally and safely possible.

Nothing in this section removes statutory rights relating to defective, damaged or incorrectly supplied products.

7. Used Outdoor and Camping Equipment

Our 30-day voluntary return policy is intended to allow customers reasonable time to inspect their purchase.

Products that have been extensively used outdoors may not qualify for a voluntary return.

Examples may include products showing:

• Dirt, mud or sand;

• Heavy wear;

• Scratches caused by use;

• Water damage caused by improper use;

• Installation marks;

• Modification;

• Missing components;

• Damage caused by misuse; or

• Other significant signs of use.

This provision does not affect statutory rights where a product is genuinely defective or non-conforming.

8. Exchanges

If you wish to exchange a product for another:

• Size;

• Model;

• Specification;

• Colour; or

• Product variation,

please contact us first.

Depending on availability, we may arrange an exchange.

In some cases, the fastest method is to return the original eligible product for a refund and place a new order for the desired product.

We cannot guarantee that replacement products will remain in stock while your return is being processed.

9. Refunds

Once we receive your returned product, we will inspect it.

We will notify you whether the refund has been approved.

For eligible voluntary returns, approved refunds will normally be processed to the original payment method within 10 business days after approval.

Your bank, card issuer or payment service provider may require additional time to display the refunded amount in your account.

10. Refunds Following Statutory Withdrawal

Where an applicable EU/EEA statutory withdrawal right has been validly exercised, we will refund payments that must be reimbursed under applicable consumer law.

Where required, this includes:

• The purchase price of the returned goods; and

• The cost of our least expensive standard delivery option available for the original order.

If you selected an express, premium or more expensive delivery service, the additional amount above the cost of our least expensive standard delivery option may not be refunded.

Where permitted by law, we may withhold the refund until:

• We have received the returned goods; or

• You provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Unless otherwise agreed, refunds will be issued using the same payment method used for the original purchase.

No additional refund processing fee will be charged to the customer.

11. Reduced Refunds

Where permitted by applicable law, we may make a reasonable deduction from a refund where the value of the goods has been reduced because the customer handled or used the product beyond what was reasonably necessary to determine its nature, characteristics and functionality.

Examples may include:

• Excessive use;

• Product damage;

• Missing accessories;

• Missing components;

• Modification;

• Improper installation; or

• Significant deterioration caused by the customer.

Any deduction will be assessed reasonably and in accordance with applicable consumer protection law.

This does not apply where the reduction in value results from a defect or other issue for which we are responsible.

12. Order Cancellation Before Dispatch

If you need to cancel an order, please contact us as soon as possible.

We will attempt to cancel the order before it is dispatched.

However, if the order has already:

• Entered fulfilment;

• Been packed;

• Been handed to the carrier; or

• Been dispatched,

we may no longer be able to stop the shipment.

In that case, you may need to follow the applicable return or statutory withdrawal procedure after receiving the product.

Any mandatory statutory cancellation rights remain unaffected.

13. Refused and Undeliverable Parcels

Please make sure that your delivery information is complete and accurate.

If a parcel is returned because:

• The customer supplied an incorrect address;

• Delivery was repeatedly unsuccessful;

• The customer failed to collect the parcel;

• The parcel was unjustifiably refused; or

• Another delivery failure was caused by circumstances attributable to the customer,

we may deduct reasonable shipping or return costs actually incurred from any refund where legally permitted.

This does not affect applicable statutory consumer rights.

14. Promotional and Sale Products

Purchasing a product at a discount does not remove statutory rights relating to defective, damaged or non-conforming goods.

Sale and promotional products may generally be returned under the same statutory rules applicable to full-price products.

Additional voluntary return conditions for specific clearance or promotional items may be stated on the relevant product page before purchase.

15. International Returns

We sell products to customers in different European markets.

Depending on your location and the product concerned, your approved return may need to be sent to a return facility located in another country.

For change-of-mind returns where the customer is responsible for return shipping, international:

• Postal charges;

• Courier charges;

• Packaging costs; and

• Other direct return transportation costs

must be paid by the customer.

Please contact us before returning any international order.

We will provide the correct return location and instructions for your specific return.

16. Statutory Consumer Rights

Our voluntary 30-day return policy provides additional benefits and does not replace your statutory consumer rights.

Where German or other applicable EU consumer protection laws apply, customers retain all mandatory rights concerning:

• Defective goods;

• Goods that do not conform to the contract;

• Misdescribed goods;

• Statutory withdrawal rights;

• Repair;

• Replacement;

• Price reduction; and

• Refunds.

No provision in this Return and Refund Policy is intended to exclude or restrict any consumer right that cannot legally be excluded or restricted.

17. Abuse or Fraudulent Returns

We reserve the right to investigate return requests where we reasonably suspect:

• Return fraud;

• Product substitution;

• Deliberate product damage;

• False claims;

• Repeated abuse of the voluntary return policy; or

• Other dishonest activity.

We may refuse benefits provided solely under our voluntary return policy where abuse is confirmed.

This section does not restrict mandatory statutory consumer rights.

18. Contact and Return Authorization

For any questions regarding:

• Returns;

• Refunds;

• Exchanges;

• Damaged products;

• Incorrect products;

• Missing items; or

• Order cancellation,

please contact our customer service team using the contact information provided on our website.

When contacting us regarding an order, please include your order number.

Please obtain return authorization before sending any product.

19. Company Information

The online store is operated by:

PORKY'S PIZZA LIMITED

Company Number: 16441253

Registered Office:
Fordell House
Stoney Road
Garndiffaith
Pontypool
Wales
NP4 8PY
United Kingdom

Country: United Kingdom

Please note that the registered office above is the Company's legal registered address and is not necessarily the address for product returns.

Customers must contact us before returning a product and use the return address provided in the applicable return authorization.

20. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in:

• Applicable law;

• Our products;

• Return procedures;

• Warehousing arrangements;

• Delivery services; or

• Business operations.

The current version will be published on our website.

---

This Return and Refund Policy does not affect your statutory consumer rights.