Cancellation policy

At Boil and Broth Ltd t/a British Broth Company, we hope you'll be delighted with your order. However, if something isn't quite right, we're here to help.

Please read our Returns & Refunds Policy below before returning any items.

Change of Mind Returns

If you've changed your mind about your purchase, please contact us within 14 days of receiving your order.

We will advise whether your item is eligible for return under this policy.

Where a return is eligible, returned items must be:

  • Unused
  • Unopened
  • In their original packaging
  • In a resalable condition

Please do not return any items without contacting us first.

Unless the item is faulty, damaged or supplied in error, the cost of returning the item is the customer's responsibility.

Food & Drink Products

For food safety and hygiene reasons, we cannot accept returns of food or drink products that have been opened.

This includes, but is not limited to:

If your food or drink product arrives damaged, faulty or you have received the wrong item, please contact us as soon as possible and we'll work with you to resolve the issue.

Skincare Products

If you've purchased one of our skincare products, such as our Tallow Sunscreen, unopened products may be returned in accordance with this policy.

For hygiene reasons, we cannot accept returns of skincare products once they have been opened, unless they are faulty.

I Don't Like the Product

We understand that everyone has different tastes, preferences and expectations.

For this reason, we cannot accept returns or offer refunds simply because:

  • You do not like the taste, flavour, texture or aroma of one of our food or drink products.
  • You have changed your mind after opening and using one of our skincare products, including our Tallow Sunscreen.
  • A product does not meet your personal preferences where there is no fault with the product.

Many of our food products can be enjoyed in a variety of ways. For example, our bone broth can be added to soups, stews, sauces, gravies, smoothies and many other recipes, even if you don't enjoy drinking it on its own.

Similarly, our Tallow Sunscreen is a mineral sunscreen made with non-nano zinc oxide and grass-fed beef tallow. As with all skincare products, individual preferences for texture, feel and appearance can vary and do not indicate that the product is faulty.

If you have any questions about how to use one of our products or feel it isn't performing as expected, please get in touch. We'll always be happy to offer advice and help you get the most from your purchase.

Faulty, Damaged or Incorrect Items

If your order arrives:

  • Damaged
  • Faulty
  • Incorrect
  • Incomplete

Please contact us as soon as possible.

To help us investigate your claim, we may ask you to provide:

  • Photographs of the product.
  • Photographs of the packaging.
  • Your order number.

Once we've reviewed the information, we'll arrange an appropriate resolution, which may include a replacement, refund or other suitable remedy.

Delivery Damage

If your parcel arrives visibly damaged, please let us know as soon as possible after delivery.

Photographs help us investigate with Royal Mail and resolve your claim more quickly.

Lost Parcels

If your parcel has been confirmed as delivered to a nominated safe place but is missing, please report the incident to the police and obtain a crime reference number.

Once you've provided the crime reference number to us, we'll raise the matter with Royal Mail and arrange a replacement order.

Incorrect Delivery Address

If an incorrect delivery address was entered when placing your order, please contact us immediately.

If the parcel has already been dispatched and is returned to us, you'll be responsible
for the cost of postage to resend the order.

Refunds

Where a refund is approved, we'll process it using your original payment method.

Please allow several working days for your payment provider to process the refund once it has been issued.

Original delivery charges are non-refundable unless required by law or where the refund relates to an error on our part.

Return Postage

If we've made a mistake or your item is faulty or damaged, we'll cover the reasonable cost of returning the item where appropriate.

For change of mind returns, customers are responsible for the return postage costs.

Returning an Item

Please contact us before sending any items back.

Authorised returns should be sent to:

Boil and
Broth Ltd t/a British Broth Company

Unit 9 St Patrick's Industrial Estate
Station Road
Shillingstone
Dorset
DT11 0SA
United Kingdom

We recommend using a tracked delivery service, as we're unable to accept responsibility for returns lost in transit.

Need Help?

If you have any questions about your order or this Returns & Refunds Policy, please get in touch via our Contact Us page.

As a family business, we believe in treating our customers fairly and will always do our best to resolve genuine issues promptly and professionally.