Refund policy
Thank you for choosing First Choice Stores. Your satisfaction is our top priority, and we strive to provide you with the best shopping experience possible. This policy outlines your rights and our responsibilities regarding refunds and returns.
1. Refund & Return Policy
1.1 Eligibility for Refunds
Refunds may be issued under the following conditions:
Faulty or Damaged Items: Notify us immediately with evidence. After inspection, we will issue a full refund or replacement.
Incorrect Orders: If you receive an incorrect item due to our error, contact us within 7 days. We will arrange a replacement or offer a full refund.
Perishable Goods: Perishable items (fresh, chilled, frozen, meat, produce) are non-returnable unless they arrive damaged, spoiled, or faulty.
1.2 Non-Refundable Items
The following cannot be returned or refunded:
- Opened or used items
- Temperature-sensitive goods (e.g., frozen or chilled products)
- Perishable items unless faulty
- Items purchased due to change of mind or personal preference
1.3 Requesting a Refund
To initiate a refund:
- Email: support@firstchoicestores.co.uk
- Contact us within 7 days of receiving your order
- Include your order number, photos if applicable, and a brief description of the issue Response time: 48–72 hours
1.4 Refund Processing
- Refunds are issued to the original payment method (card or PayPal).
- Processing time: 7–10 business days.
- Your bank or PayPal may require an additional up to 10 business days to display the refund.
1.5 How to Return Items
If your return is approved (per eligibility rules):
- Contact us within 7 days at support@firstchoicestores.co.uk
- Provide your order number and issue details
- Follow the return instructions we send you
All returns must be shipped to: AK & HA FOOD TRADERS T/A FIRST CHOICE LTD
Attention: Customer Service
2 Cook St, Bury
Manchester, Lancashire, BL9 0RP
GB
2. Order Changes & Cancellations
2.1 Delivery Address Updates
- Address changes cannot be made once an order is placed.
- If you urgently need to update your delivery address, contact customer support immediately before your order is dispatched. Early communication increases the likelihood we can adjust the address.
- Important: Once an order has been shipped to the originally entered address, First Choice Stores cannot be held responsible for mis delivery. In such cases, refunds or replacements will not be issued if the package is delivered to the wrong address due to an incorrect or unupdated address.
- Always double-check your delivery details at checkout to avoid delays or complications.
2.2 Order Cancellation
- Orders may be cancelled within 1 hour of placement.
- Once meat or other temperature-sensitive products are packed, cancellation is no longer possible.
- For other non-perishable items, late cancellations may incur a £1.99 restocking fee.
- To cancel, email support@firstchoicestores.co.uk with your order number and delivery address.
3. Customer Support – Must Know
Our dedicated customer support team is available to assist you with any questions or concerns:
📞 Phone: +44 333 360 6370
📧 Email: support@firstchoicestores.co.uk
🌐 Website/Live Chat: www.firstchoicestores.co.uk/customer-support
💬 Customers can also use Live Chat to check their order status by providing their email address and order number.
This policy ensures transparency, protects your rights, and helps us maintain high service standards.
