Refund policy

Last updated: 19.07.2026

At Bonvila, we take care to ensure that all products are packed and delivered in suitable condition. Due to the nature of food products, different return conditions apply to perishable and non-perishable goods.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.

Order Cancellations

Please contact us as soon as possible if you wish to cancel or change an order.

We will make reasonable efforts to accommodate cancellation requests submitted before an order has been prepared or dispatched. However, we cannot guarantee that an order can be cancelled once picking, packing or dispatch preparation has begun.

Perishable, Chilled and Frozen Products

We do not accept change-of-mind returns or exchanges for products that are perishable, temperature-sensitive or liable to deteriorate rapidly.

This includes, but is not limited to:

Fresh fruit and vegetables
Fresh milk and dairy products
Meat and delicatessen products
Chilled products
Frozen products
Homemade products
Products requiring refrigeration or temperature-controlled storage
Opened food products or products with a broken hygiene seal

This restriction does not apply where a product is faulty, unsafe, damaged, incorrectly supplied or not as described.

Damaged Products

Products that have been seriously damaged during delivery are covered by our delivery damage guarantee.

Examples of damage that may qualify include:

A cheese tin that has burst, split or broken during transport
Leakage of brine or other protective liquid that causes the food to become unsafe or unusable
Packaging that has opened and caused the product to spill or become contaminated
Broken containers that compromise the product seal, safety or quality
A product that has been crushed, broken or otherwise made unusable during delivery

Please notify us within 24 hours of delivery wherever possible.

To submit a damage claim, please provide:

Your order number
Clear photographs of the damaged product
Photographs of the outer delivery packaging
Photographs of the shipping label
Photographs showing any leakage, broken seal or damaged container
A short video where the damage cannot be clearly demonstrated through photographs

Please keep the product and all original packaging until we have reviewed your claim. We may require further information before approving a refund or replacement.

Reporting the issue within 24 hours allows us to investigate the matter with the delivery company. A delay in reporting may affect our ability to verify damage, particularly for perishable products, but does not affect any statutory rights you may have.

Once the claim has been reviewed, we may offer:

A replacement product
A refund for the affected product
A partial refund where only part of the product has been affected
Another appropriate remedy agreed with the customer

Minor or Cosmetic Packaging Damage

Minor cosmetic damage to outer packaging is not normally considered product damage where it does not affect:

The product seal
Food safety
Product quality
Product quantity
Shelf life
Containment of the product
The customer’s ability to safely use or consume the product

Examples may include a small dent, surface mark or minor damage to secondary packaging.

Damage to primary food packaging, broken seals, leakage or any issue that may affect food safety must be reported to us immediately.

Incorrect or Missing Products

Please inspect your order as soon as it is delivered.

If an item is missing or you receive the wrong product, please contact us within 24 hours and provide:

Your order number
A photograph of all products received
A photograph of the delivery packaging and shipping label

Once verified, we will arrange an appropriate refund or replacement.

Use-By and Best-Before Dates

Bonvila does not knowingly sell products that are past their stated use-by date.

If you receive a product that is already past its use-by date, incorrectly dated or otherwise unsafe to consume, please do not use the product.

Your order number
A clear photograph of the product
A photograph showing the use-by or best-before date
A photograph of the batch or lot number where available

Once verified, we will arrange a refund or replacement.

Best-before dates relate primarily to product quality rather than food safety. Claims relating to best-before dates will be reviewed according to the product condition, information shown on the product page and the date displayed on the packaging.

Frozen and Homemade Products Delivered Chilled

Certain products may be described on the product page as:

“Stored Frozen, Delivered Chilled.”

These products may arrive partially or fully defrosted as part of the intended chilled delivery method.

Upon delivery, customers must:

Refrigerate the product immediately
Follow the storage and cooking instructions shown on the product page or packaging
Consume the product within 24 hours of delivery or within the period stated on the packaging
Avoid refreezing the product unless the product label or manufacturer’s instructions expressly confirm that it is safe to do so

Bonvila is not responsible for changes in taste, smell, texture or quality caused by refreezing, incorrect storage or failure to follow the supplied storage instructions.

If a chilled or previously frozen product arrives warm, leaking, unsafe, unusually damaged or in a condition inconsistent with its product description, please do not consume it and contact us immediately.

Customer Inspection and Storage Responsibility

Customers are responsible for inspecting all fresh, chilled, frozen and sensitive products immediately upon delivery.

Customers must store products according to:

The instructions shown on the packaging
The storage information provided on the product page
Any refrigeration, freezing or consumption instructions supplied with the order

We cannot accept responsibility for deterioration caused after delivery by:

Delayed inspection of the order
Failure to refrigerate or store the product promptly
Incorrect storage
Leaving products unattended or exposed to unsuitable temperatures
Refreezing contrary to the product instructions
Failure to follow use-by, storage, cooking or consumption instructions

This does not affect claims relating to faults, damage or unsafe conditions that were present at the time of delivery.

Returns of Non-Perishable Products

Eligible non-perishable products may be returned where the customer changes their mind.

You must notify us within 14 days of receiving the product. After notifying us, you must return the product within a further 14 days.

Returned products must be:

Unused
Unopened
In their original packaging
In a resalable condition
Accompanied by proof of purchase

Please contact us before sending any return. Returns sent without prior authorisation may not be accepted.

Products that have been opened, used, damaged after delivery or handled beyond what is reasonably necessary to inspect them may be subject to a reduction in the refund.

Return Delivery Costs

Where a non-perishable product is returned because the customer has changed their mind, the customer is responsible for:

Return delivery costs
Suitable return packaging
The product until it is delivered back to us

We recommend using a tracked delivery service and retaining proof of postage.

Where a product is faulty, damaged, unsafe, incorrectly supplied or not as described, Bonvila will arrange the return or cover reasonable return delivery costs where a return is required.

Free delivery offered on an original order, including free delivery on eligible orders of £60 or more, applies only to the original outbound shipment. It does not include return delivery costs for change-of-mind returns.

Exchanges

We do not offer change-of-mind exchanges for perishable, chilled, frozen or temperature-sensitive products.

For damaged, faulty or incorrectly supplied products, a replacement may be offered subject to availability. Where a replacement is unavailable, an appropriate refund will be issued.

Refunds

Approved refunds will be made to the original payment method.

Where required, refunds will be processed without undue delay and within the applicable legal timeframe after:

The returned product has been received; or
The customer has provided satisfactory evidence of a qualifying damaged, faulty or incorrect product

Original standard delivery charges will be refunded where required by law. Additional charges paid for premium or expedited delivery services may not be refundable beyond the cost of standard delivery.

Your bank, card provider or payment service may require additional time to display the refund in your account.

Contact Us

To request a return, refund or replacement, contact:

Email: help@bonvila.com

Telephone: +44 7853 910492

Return address: Unit 10, Watermill Business Centre, Enfield, EN3 7XF

Please do not return any product before contacting our customer service team.