Refund policy
Returns and Cancellations Policy
Last Updated: November 8, 2025
At Sina Crisps Ltd ("we", "us", or "our"), we want you to be completely satisfied with your purchase of our crisp packs (available in 6, 12, or 24 units) and subscriptions. This Returns and Cancellations Policy outlines your rights under UK law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR"), the Consumer Rights Act 2015 ("CRA"), and the Digital Markets, Competition and Consumers Act 2024 ("DMCC Act"). These laws protect consumers buying online or by subscription. This policy applies to all orders and subscriptions placed via our website www.sinacrisps.com. If you are not a consumer (i.e., buying for business purposes), different rules may apply—please contact us to discuss. For full details on how we process your data during returns or cancellations, see our Privacy Policy: https://sinacrisps.com/policies/privacy-policy Your Right to Cancel (Cooling-Off Period) – CCR and DMCC Act
Under the CCR, you have a 14-day cooling-off period to cancel your order or subscription for any reason (or no reason) without penalty, starting from the day after you receive the goods (or, for subscriptions, from the day after the contract is entered into if goods are not yet delivered). This applies to distance sales like ours. However, as our crisps are perishable goods (liable to deteriorate or expire rapidly, e.g., due to "use by" dates), the cooling-off period is limited to the time until deterioration begins. If you return goods after they have started to deteriorate (e.g., past the "use by" date or showing signs of spoilage), you may lose your right to a full refund. Key Rules: For Single Orders: Notify us within 14 days of receipt. Return the goods within 14 days of notification if they are still in their original, unopened condition and not deteriorated.
For Subscriptions: Initial Cooling-Off: 14 days from contract start (after any free trial, if applicable).
Renewal Cooling-Off (DMCC Act): 14 days before each auto-renewal, starting the day you become liable for the next payment. You can cancel without charge during this window.
How to Cancel: Email returns@sinacrisps.com with your order number, date of purchase, and reason (optional).
Or use the model cancellation form below (copied from CCR Schedule 3).
For subscriptions, cancel via your account dashboard (one-click option) or email.
Refunds: Processed within 14 days of receiving returned goods (or proof of return). Full refund includes the price paid (excluding any enhanced delivery costs you chose). Standard delivery costs are refunded.
Return Costs: You pay for return shipping unless the goods are faulty, misdescribed, or we sent the wrong item (then we cover it). Use Royal Mail 48hr Tracked for returns.
Exceptions (No Cooling-Off Right): Goods deteriorated beyond the reasonable period (e.g., crisps past "use by" date).
If you explicitly requested we start the subscription before the 14 days end (with acknowledgment of lost rights).
Personalized or custom orders (if applicable).
Model Cancellation Form (CCR Schedule 3)
To [Sina Crisps Ltd, 167–169 Great Portland Street, London, W1W 5PF or returns@sinacrisps.com]:
I/We [] hereby give notice that I/We [] cancel my/our contract of sale of the following goods []/for the provision of the following service [],
Ordered on []/received on [],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate. Faulty, Damaged, or Misdescribed Goods – CRA
All our Products must be of satisfactory quality, fit for purpose, and as described under the CRA. This includes being safe to eat, correctly labelled (e.g., allergens), and matching the Website description. If goods arrive damaged, faulty, or not as described (e.g., wrong pack size, broken bags, or undeclared allergens), you have remedies regardless of the cooling-off period. Your Remedies: Within 30 Days of Receipt: Short-Term Right to Reject – Full refund. Notify us immediately; we cover return costs.
After 30 Days (Up to 6 Months): Presumed fault existed at delivery. Request repair or replacement (at no cost to you, including labour). If unsuccessful, escalate to full/partial refund.
After 6 Months (Up to 6 Years): You must prove the fault was present at delivery. Remedies: Repair/replacement or price reduction/refund (proportional to use).
How to Claim: Email returns@sinacrisps.com within 30 days of receipt (or discovery of fault) with photos, order details, and description.
We will arrange free collection/return via Royal Mail or provide a prepaid label.
For food safety issues (e.g., undeclared allergens causing reaction), contact us urgently—we prioritize health and comply with Food Safety Act 1990.
Refunds are issued to your original payment method within 14 days. We do not accept returns for goods damaged after delivery (e.g., due to improper storage). Subscription Cancellations and Minimum Term – DMCC Act
Our subscriptions auto-renew until cancelled, with deliveries every 30 days (or your chosen interval). You must complete a minimum term of two deliveries (over your selected timeline). If you cancel before the second delivery, a cancellation fee equal to the cost of the second delivery (including delivery charges) applies. Cancellation Rules: Anytime Cancellation: Via account dashboard (one-click) or email hello@sinacrisps.com. Takes effect at the end of the current billing period (no partial refunds mid-period, except for cooling-off).
Reminder Notices (DMCC Act): We send emails 3–6 business days before renewal, including charges, cancellation instructions, and your rights. Additional reminders: 14 days before renewal and on the last cancellation day.
Changes: Update address/frequency/pack size via your account (subject to availability).
Failed Payments: We retry once; unresolved pauses deliveries.
Refunds for Subscriptions: Prorated for unused periods post-cancellation (after minimum term). Full refund if cancelled in cooling-off.
If we breach DMCC duties (e.g., unclear terms), you can cancel immediately with a full refund. How Refunds Work
Processing Time: 14 days from receipt of goods (or cancellation notice for undelivered items).
Method: To original payment (e.g., card, PayPal).
Delivery Deductions: Only enhanced costs (e.g., express shipping) if you chose them.
Gift Cards/Vouchers: Issued if original payment was via gift card.
How to Return Goods
Contact returns@sinacrisps.com for approval and instructions.
Pack securely in original packaging (if possible).
Use Royal Mail 48hr Tracked; keep proof of postage.
Address to: Returns, Sina Crisps Ltd, 167–169 Great Portland Street, London, W1W 5PF
We inspect returns within 14 days. Non-compliant returns (e.g., used/deteriorated) may be redelivered at your cost. Contact Us
For questions or to start a return/cancellation: Email: returns@sinacrisps.com (returns) or hello@sinacrisps.com (general)
Post: Sina Crisps Ltd, 167–169 Great Portland Street, London, W1W 5PF
We respond within 2 working days. If unresolved, contact the Citizens Advice Consumer Service (0808 223 1133) or UK Information Commissioner's Office for disputes. This policy complies with UK consumer laws as of November 8, 2025. We may update it—check the date above. For personalized advice, consult a solicitor. Your statutory rights are not affected.
