Refunds & returns
What to do if something arrives damaged, short, or wrong.
Quick summary
- Inspect goods on delivery.
- Report shortages, damage or wrong items within 48 hours.
- Email sales@jpfoodsscotland.co.uk with your order number and photos where applicable.
- We will credit, replace or refund — whichever resolves the issue fastest.
1. On delivery
Please count and inspect goods before the driver leaves wherever possible. If the outer packaging looks damaged, photograph it before opening.
2. Damaged or defective goods
Report within 48 hours of delivery. Email us the order number, a description of the issue, and photos. We will arrange replacement on the next available run, or refund to the original payment method if a replacement is not possible.
3. Short delivery or missing items
Report within 48 hours so we can investigate against our picking records. Confirmed shortages are refunded to the original payment method or credited to your account, your choice.
4. Wrong items
Keep the item in its original condition and contact us. We will arrange uplift on a future run and refund or replace.
5. Changed your mind
As a trade supplier, we cannot accept returns for changed-mind reasons on perishable, ambient or frozen stock. We may at our discretion accept returns of unopened ambient stock within 7 days, subject to a restocking fee.
6. Refund timing
Card refunds appear in 5–10 working days, depending on your bank. Account credits are applied immediately and visible at /my-store.
7. Disputes
If you are unhappy with how we handled an issue, please email sales@jpfoodsscotland.co.uk and ask for it to be escalated. Most disputes are resolved within 5 working days.
Questions about this page? sales@jpfoodsscotland.co.uk