Refund policy

We make frozen food, so we hold ourselves to a simple standard: it should reach you frozen and in good condition. If it doesn't, we'll make it right.

If your order arrives thawed, damaged, or not as described, email support@hightimefoods.com within 12 hours of delivery. Please include your order number and clear photographs of the product, the packaging, and the batch code and best-before date printed on the pack. Photographs help us trace the issue back through our cold chain, so we can fix the cause and not just the symptom.

Please keep the product and its packaging until we've completed our assessment. We may ask for further photographs or arrange a collection.

How we resolve it. Once we've reviewed your report, we'll offer a replacement, store credit, or a refund of the affected items. We choose the remedy based on the circumstances, and we'll always explain our reasoning. Refunds are issued to your original payment method and typically take 5 to 7 business days to appear, depending on your bank.

Because our products are frozen and perishable, we cannot accept returns or offer refunds for change of mind, or for products accepted in good condition and then stored or handled incorrectly after delivery. Frozen food must go into your freezer promptly on arrival.

Delivery attempts. If we can't complete a delivery because nobody is available at the address, or the address or contact details provided are incorrect, we can't refund that order- the product will have left our cold chain and can't be resold.

Cancellations. Orders cannot be cancelled or modified once payment is complete, as we begin preparing your order for dispatch immediately.

Repeat claims. We may review claims where there is a pattern of repeated reports on an account, and we reserve the right to decline where we reasonably believe a claim isn't genuine. Nothing in this policy affects your rights under the Consumer Protection Act, 2019.

Questions: support@hightimefoods.com