Refund policy
| General Returns | Not accepted — products are perishable |
| Refunds Available For | Damaged, incorrect, or significantly not-as-described items |
| Reporting Window | Within 48 hours of receipt |
| Refund Processing Time | 3–5 business days after approval |
| Return Shipping | Customer-paid (unless item is damaged or incorrect) |
| Contact | info@statesidedistribution.com |
Due to the perishable nature of our products, we are unable to accept general returns. However, we are happy to offer refunds or replacements in the following situations:
- Your order arrives damaged
- You receive an incorrect item
- The product is not as advertised or described
If any of these apply to your order, please follow the steps in the relevant section below and we will resolve the issue promptly.
Cancellations
You may cancel any order before it has been dispatched and receive a full refund — no questions asked.
If your order has already been dispatched, the following applies:
- Parcel: Please accept the delivery and then return the order to us. We will advise whether return or disposal is required and arrange collection where appropriate. A refund will be issued less the original reasonable delivery costs and an administration fee of £25 to cover handling and logistics costs.
- Pallet not yet received: You may refuse delivery. A refund will be issued less the actual round-trip delivery cost and an administration fee of £25.
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Pallet already accepted: We can arrange collection. A refund will be issued less the actual round-trip delivery cost and an administration fee of £25.
Order Errors & Discrepancies
If anything is missing, incorrect, or not as expected, please let us know within 48 hours of receiving your order by emailing info@statesidedistribution.com with your order number and details of the issue.
We may be unable to process claims reported outside this window, as we need to investigate with our couriers and warehouse promptly.
Damaged Deliveries
If your parcel or pallet arrives visibly damaged, here is what to do:
- Note the damage on the proof of delivery before signing. If you sign as "received in good condition" or leave it unchecked, we may be unable to process a claim.
- Contact us within 48 hours by emailing info@statesidedistribution.com with your order number and clear photos of the damaged items and packaging.
We will advise whether return or disposal is required and arrange collection where appropriate at no cost to you. Once the items have been received or confirmed, we will process your refund within 3–5 business days.
Heat-Sensitive Products
We take care to pack and dispatch all orders appropriately. However, certain products are sensitive to high temperatures during transit, particularly during summer months. We recommend considering this when placing orders for heat-sensitive items in warm weather, as temperature fluctuations during delivery are outside our control once goods have left our warehouse.
Product Weight Variance
As per industry standards, a variance of up to 10% in stated net weight is considered acceptable. If any product in your order varies by more than 10%, please contact us. On receipt of the returned product, we will issue a full refund including reasonable postage costs.
How We Process Refunds
Refunds are always issued using the same payment method as your original order — bank transfer, debit card, or credit card. Once approved, please allow 3–5 business days for the refund to appear in your account.
Our maximum liability is limited to the total value of your order.
How to Get in Touch
To report an issue, initiate a return, or ask a question about your order, please contact us:
- Email: info@statesidedistribution.com
- Post: Stateside Distribution Limited, Unit L2, Troon Way Business Centre, Humberstone Lane, Thurmaston, Leicester, LE4 9HA
Please include your order number and, where relevant, photographs of any damaged or incorrect items. We aim to respond to all enquiries as quickly as possible.
