Returns and complaints

Plant Based Planet’s vegan snacks and sweets are classed as perishable goods and as such once bags or product packaging have been opened are non-returnable.  If a Customer has any questions concerning the quality or condition of the products received they should initially contact Plant Based Planet via email or in writing quoting any order reference number and a description of the products purchased.

Boxed products where the wrappings or bags of individual items are open or damaged those items cannot be returned.  Returns may be made where products ordered are not included in the package, are past any “Use By” date, or have been contaminated during transit.

Customers have a statutory right to return products within 14 days of receipt.  Items that have been opened, either during transit or upon delivery cannot be returned.  For products that have been damaged in transit, including damaged, pierced or torn bags or wrappings, the Customer will need to provide evidence of the damage in order for a returns claim to be considered.  The Customer will need to dispose of the damaged products, or products that may no longer be suitable for consumption as a result of damage during transit.  Broken or disfigured sweets contained in a sealed bag or packet will not qualify as damaged items, due to the nature of those products.

Plant Based Planet may offer to replace the package as an alternative to requiring return of the products and making a refund.

Customers have a right to cancel an order, other than a subscription order following the initial three months after subscribing, within 24 hours of the order being placed, unless the order has already been dispatched.  Where an order has already been dispatched or is a one off order, a Customer changing their mind within 14 days may return the order provided that it is returned in the original packaging unopened.  The Customer will be responsible for the cost of postage and exterior package or box for the return.

Where Plant Based Planet dispatches products that have not been ordered, dispatched only part of an order, or sends products past their “Use By” date, the Customer may return the package, having contacted Plant Based Planet with details of the deficiency in the delivered package, and receive either a pre-paid postage label or a refund of the value of return postage as Plant Based Planet decides at its sole discretion.

A Customer receiving a package more than 10 days after the due date for delivery, subject to the type of product purchased, may contact Plant Based Planet to discuss a return of the package for reasons of reduced product life or expired condition.  Plant Based Planet’s decision as to whether the package can be returned will be full and final and the Customer will need to pay for return postage.

Refunds will be made to the original payment method used to place the order.  Refunds will be made within 72 hours of receipt of the returned package, or issue of an agreement to a refund with no return.  Payment may take 3 to 10 working days to reach the Customer’s account.

If a Customer has a complaint about the service provided or the quality of the products received they should contact Plant Based Planet at or in writing to Plant Based Planet Kemp House, 160 City Road, London EC1V 2NX.  10 working days should be allowed for Plant Based Planet to reply to any complaint, in order for the complaint to be properly considered and reviewed, before contacting Plant Based Planet again, or exercising their statutory rights.