Returns & Refunds Policy

Last updated: 08.06.2026

This policy explains when and how you can return an item and get a refund from Flavour Theory. It sits alongside our [Delivery Policy], [Terms of Service] and [Privacy Policy]. Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Flavour Theory is a trading name of Bean Theory Limited (company no. 14684599), Waresley Park Stud, Gamlingay Road, Waresley, Sandy, SG19 3DD. Contact us about any return at hello@flavourtheory.co.uk.

Our products are food, made to order

Everything we sell is a consumable food product, blended fresh in small batches to order. For food safety and hygiene reasons we are unable to accept returns of items simply because you've changed your mind, and we cannot resell or re-use a product once it has left us. Custom blends you design in The Lab are also made to order and personalised to you.

Because of this, under the Consumer Contracts Regulations 2013 the usual 14-day "cooling-off" cancellation right does not apply to:

• perishable or consumable food products (our rubs and seasonings); and
• goods that are made to your specification or clearly personalised (your custom Lab blends).

Faulty, damaged or incorrect items — always covered

Your statutory rights are fully protected. If an item is faulty, not as described, of unsatisfactory quality, or we've sent you the wrong item, you're entitled to a replacement or a refund. The same applies if your order arrives damaged in transit.

Please tell us within 14 days of delivery. Email hello@flavourtheory.co.uk with:

• your order number;
• a short description of the problem; and
• a photo (this is especially helpful for damaged or incorrect items, and lets us claim against the courier).

Please don't throw the item away until we've been in touch — we may ask you to send a photo or, occasionally, return the item.

How we put it right

Once we've confirmed the issue we'll offer you, at your choice where appropriate:

• a replacement sent out as a priority; or
• a full refund of the affected item, including the original delivery charge if the whole order is affected.

If we ask you to return a faulty, damaged or incorrect item, we'll cover the return postage — we'll either send you a prepaid label or refund your reasonable postage costs.

Refunds

Refunds are made to your original payment method. Once we've approved your refund (or received the returned item, if we've asked for it back), we'll process it within 14 days. It can take a few additional days for your bank or card provider to show the funds.

Cancelling or changing an order before dispatch

Because blends are made to order, please contact us as soon as possible if you need to change or cancel. We can usually amend or cancel an order before your blends go into production, but once a made-to-order blend has been mixed we're unable to cancel it.

Allergies

If you have an allergy, please check the ingredients and allergen information on each product page and label before ordering, and contact us first if you're unsure. Allergen preference alone isn't a fault, but if you believe an item has been mislabelled please contact us straight away and we'll investigate as a priority.

How to contact us

Email hello@flavourtheory.co.uk with your order number and we'll be glad to help. Returns, where we've asked for one, should be sent to: Bean Theory Limited, Waresley Park Stud, Gamlingay Road, Waresley, Sandy, SG19 3DD.

This policy does not affect your statutory rights as a consumer.