Refund policy
Berry and Bump Ltd — last updated 28 September 2026
We make food. That makes returns a little different from returning a jumper, and we'd rather be straight with you about it than bury it in small print. This page explains exactly what you're entitled to by law, what we'll do beyond that, and how to get it sorted quickly.
If anything below doesn't answer your question, email us at hello@berryandbump.com and a person will reply.
1. The short version
| Situation | What happens |
|---|---|
| Your order arrived damaged, melted, faulty or past its best-before date | Full refund or replacement. No return needed — a photo is enough. |
| We sent you the wrong thing | Full refund or replacement. No return needed. |
| Your order never arrived | Full refund or replacement. |
| You changed your mind and the bars are still sealed in their wrappers | 14-day right to cancel. Return them and we'll refund you, including standard delivery. |
| You changed your mind but the bars are unwrapped | We can't accept those back. Hygiene — see section 3. |
| You want to stop a subscription | Cancel, pause or skip any time in your account. Section 6. |
2. If something is wrong with your order
This is the part that matters most, and we keep it simple.
If your bars arrive damaged, crushed, melted, incorrectly packed, past their best-before date, or otherwise not as they should be, tell us within 30 days of delivery and we'll put it right. Email hello@berryandbump.com with:
- your order number
- what's wrong
- a photo, if there's something to see
We do not ask you to post food back to us. Once we've seen the photo we'll issue a full refund or send a replacement — your choice — and you can keep or dispose of the affected item.
Your legal rights here
Under the Consumer Rights Act 2015, the bars we sell you must be of satisfactory quality, fit for purpose, and as described. If they aren't, you have:
- a short-term right to reject within 30 days of delivery — a full refund;
- after 30 days, the right to ask for a replacement, and if that isn't possible or doesn't fix it, a price reduction or a refund.
Nothing in this policy reduces those rights.
We aim to refund within 3 working days of approving a claim. Refunds go back to your original payment method. Your bank may take a further 3–5 working days to show it.
3. If you've changed your mind
Because we're selling to you online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period. Here's how that works with food.
Unopened, sealed packs — you can cancel
You have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days from telling us to send the items back.
To cancel, email hello@berryandbump.com with your order number and a line saying you'd like to cancel. You can use the cancellation form at the end of this page, but you don't have to — any clear statement is fine.
Items must come back to us in their original sealed wrappers, unopened and intact, and in a condition we could sell them in.
We look at this bar by bar, not box by box. If you've opened a 12-pack but the individual bars inside are still sealed in their wrappers, those bars can come back and we'll refund them. Only the bars you've actually unwrapped are excluded.
Return postage is at your cost. We recommend a tracked service — until the parcel reaches us it's your responsibility, and we can't refund something that doesn't arrive.
Send returns to:
Returns — Berry and Bump Ltd c/o Mission Logix, Advantage One, Third Avenue Bletchley, Milton Keynes MK1 1DR
We'll refund you within 14 days of receiving the items back, or of you giving us proof of postage, whichever is sooner. Your refund includes the standard outbound delivery charge you paid. If you chose a faster or upgraded delivery service, we refund the standard rate only.
Unwrapped bars — we can't accept these
Once a bar's wrapper has been opened, we can't take it back. This is allowed under regulation 28(3)(a) of the 2013 Regulations, which removes the cancellation right for sealed goods that aren't suitable for return for health protection or hygiene reasons once they have been unsealed. Food that has left our control and been unwrapped can't be resold or safely handled, so we can't accept it back or refund it on change-of-mind grounds.
To be clear about what this does and doesn't cover:
- Sealed bar, opened outer box — still returnable. Send it back.
- Unwrapped bar — not returnable on change-of-mind grounds.
- Anything faulty, damaged, wrong or out of date — refunded either way, wrapper open or not. See section 2.
Partial returns
If you cancel part of an order, we'll refund the items returned. If cancelling part of the order takes the remaining spend below our free-delivery threshold, we may deduct the delivery charge that would otherwise have applied.
4. Allergens and ingredients
Please read the label before you eat. Full ingredient and allergen information is printed on every pack and shown on each product page.
Our bars are vegan and gluten-free. Some flavours contain peanuts and other nuts, and all are made in a facility that handles nuts and other allergens — so we cannot guarantee any bar is free from cross-contamination.
If you have a food allergy or intolerance, check the pack carefully before eating. We can't refund a product simply because it contains an ingredient listed on the label or product page. If you've ordered and then realised an ingredient doesn't suit you, contact us before opening the pack and we'll do what we can under section 3.
If you believe you have had an allergic reaction to one of our bars, stop eating it, seek medical help if you need it, and contact us at hello@berryandbump.com straight away. We take this seriously and will investigate every report.
5. Parcels that don't arrive
If your tracking says delivered but you don't have the parcel:
- Check with anyone else at the address and with immediate neighbours.
- Look for a card or a safe-place photo from the courier.
- If it's still missing 5 working days after the expected delivery date, email us.
We'll open an investigation with the courier and either refund you or send a replacement. We won't leave you chasing the courier yourself — that's our job, not yours.
If a parcel comes back to us because the address was wrong or incomplete, or because nobody was available to receive it, we'll refund the value of the goods but not the original delivery charge. We'll always contact you first to offer a re-send.
6. Subscriptions
You can pause, skip, change or cancel your subscription at any time in your account, with no minimum commitment and no cancellation fee.
- Changes take effect on the next order that hasn't yet been processed. If an order has already been packed or dispatched, that one will still arrive — we'll apply the change from the following delivery.
- We'll email you before each renewal so you have time to skip or cancel.
- Each delivery is treated as a separate order for the purposes of this policy, so the 14-day cancellation right in section 3 applies to each one.
- If you cancel and we've already taken payment for an order we haven't yet dispatched, we'll refund it in full.
If you can't access your account, email hello@berryandbump.com and we'll cancel it for you. We will never make you phone, write, or wait to leave.
7. Where you bought from matters
This policy covers orders placed on berryandbump.com.
If you bought our bars somewhere else — on Amazon, or from a shop that stocks us — that seller's returns policy applies to your order, not this one, and you'll need to go to them. Your statutory rights under the Consumer Rights Act 2015 apply either way.
8. Gifts
If you received a Berry & Bump order as a gift and something is wrong with it, contact us with the order number or the name and address it was sent to and we'll sort a replacement. Refunds go back to the original payment method, so the person who paid will receive them.
9. If we can't agree
If you're not happy with how we've handled something, email hello@berryandbump.com with "Complaint" in the subject line. We'll acknowledge it within 2 working days and aim to give you a final answer within 14 days.
If we can't resolve it between us, you can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, and you retain the right to take the matter to the courts of England and Wales.
This policy doesn't affect your statutory rights.
10. Model cancellation form
You don't have to use this — any clear statement will do — but if it's easier:
To: Berry and Bump Ltd, hello@berryandbump.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ______________ Order number: ______________ Name: ______________ Address: ______________ Date: ______________
Berry and Bump Ltd is a company registered in England and Wales, company number 16846137, registered office 124 City Road, London, England, EC1V 2NX.
Questions: hello@berryandbump.com