Refund policy
Last updated: 19 August 2026
This policy explains what happens if a box does not arrive, if something in it is not right, or if you want your money back. It forms part of our Terms and Conditions.
Nothing in this policy reduces your legal rights as a consumer.
Skipping, pausing and cancelling
You can skip, pause, change the size of, or cancel any box free of charge up to 22:00 on the Monday before your delivery. This is the same deadline whether your delivery day is Tuesday or Wednesday.
After 22:00 on Monday your order is locked. We buy produce by hand for that week's boxes on the Monday night, against the orders confirmed at that point, so once your order has locked we cannot cancel or refund it.
You can skip, pause or cancel at any time in your account at londonvegbox.com/tools/recurring/login, or by emailing hello@londonvegbox.com.
If your box does not arrive
If we miss a delivery entirely, tell us and we will redeliver, credit your account, or refund you, whichever you prefer.
Sometimes we cannot deliver, or have to deliver late, for reasons outside our reasonable control. Bad weather, crop failure, strike action, road closures, vehicle breakdown and serious traffic disruption are all examples.
If that happens, you still get your money back for any box we do not deliver. We will refund or credit you in full. What we cannot cover is other losses that follow on from a late or missed delivery, such as the cost of buying replacement produce elsewhere or the inconvenience of rearranging your day.
If we need to change your delivery day, temporarily or permanently, we will tell you in advance.
If we cannot supply an item
Produce is seasonal and supply varies, so an item can become unavailable after you have ordered.
Where that happens we may substitute it for another item of equal or greater value and comparable type. Substitution is part of how a seasonal box works and is not a fault.
If you are not happy with a substitute, tell us within 24 hours of delivery and we will credit or refund that item. You do not need to return it.
If something is not right
Under the Consumer Rights Act 2015, everything we supply must be of satisfactory quality, fit for purpose, and as described. If it is not, you are entitled to a repair, replacement, refund or price reduction.
Tell us within 24 hours
If an item has not arrived, is the wrong item, or is not of the quality you would expect, email hello@londonvegbox.com within 24 hours of your delivery. A photograph helps, but it is not essential.
The 24-hour window lets us look into it while the produce is still fresh and trace the problem back to the grower. It does not remove your statutory rights. If you find a problem you could not reasonably have spotted within 24 hours, tell us anyway and we will still put it right.
What we will do
Where an item is not of satisfactory quality, we will credit your account, refund you, or replace the item in your next box, whichever you prefer. Where a substantial part of the box is affected, we will credit or refund the whole box.
We do not need the item back. Please compost it or dispose of it.
Changing your mind
Fresh produce
The 14-day right to change your mind that normally applies to online purchases does not apply to fresh fruit, vegetables, eggs, bread or other perishable goods, because they are liable to deteriorate or expire rapidly. This exemption is set out in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In practice this makes very little difference to you, because you can cancel any box at no cost up to 22:00 on the Monday before delivery, which is more generous than the statutory position.
Non-perishable items
For non-perishable items, for example coffee or other store-cupboard products, you do have 14 days from the day you receive them to change your mind and get a refund. The goods must be unused and, where sealed for hygiene reasons, unopened.
Email hello@londonvegbox.com with a clear statement that you are cancelling. Return the goods to us within 14 days of telling us; you bear the cost of return. We will refund you within 14 days of receiving them back.
How refunds are paid
Refunds go back to your original payment method. We will process any refund within 14 days of agreeing it, or within 14 days of receiving returned goods where a return applies.
Where you have chosen account credit instead, we will apply it to your account straight away and it will come off your next box.
Once we have processed a refund it can take a few working days to appear on your statement, depending on your bank or card issuer. If it has not shown up after five working days, email hello@londonvegbox.com and we will chase it.
Complaints
If you are unhappy with how we have handled something, email hello@londonvegbox.com. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.
We are not a member of an alternative dispute resolution (ADR) scheme and do not agree to use one. If we cannot resolve your complaint, you can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, or take the matter to court.
London Veg Box Ltd Registered in England and Wales, company number 17094117 Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ Email: hello@londonvegbox.com