Returns and refunds

Contact us first

For help with a cancellation, return, delivery issue or refund, contact online@samisonline.com. Include your order reference, account email and a short description of the issue. Please do not email card numbers, passwords or verification codes.

Please tell us promptly if an item is damaged, missing, incorrect, unsafe or not as described. Photos, packaging or batch details can help us investigate where available, but they are not a condition of your statutory rights.

Eligible change-of-mind cancellations

For eligible non-excluded online purchases, you can tell us within 14 days of receiving the goods that you want to cancel. You normally then have a further 14 days to return them. You do not need to give a reason; a clear email is enough.

Where the statutory cancellation right applies, refunds follow the legal rules. They normally include the standard delivery charge paid with the order, but an upgraded delivery service may be treated differently. We will explain the practical return route for your order before you send anything back.

Goods excluded from a change-of-mind cancellation

A change-of-mind cancellation right does not generally apply to goods liable to deteriorate or expire rapidly. It may also be limited for sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, or goods mixed inseparably with other items after delivery. This is not a blanket rule for all food or all opened goods.

These exceptions do not remove your rights if goods are faulty, unsafe, not as described or otherwise fail to meet the legal requirements.

Faulty, unsafe or incorrectly supplied goods

If goods are faulty, unsafe, not as described or do not meet the legal requirements, contact us. Your statutory remedies may include a refund, repair, replacement, price reduction or a final right to reject, depending on the goods and the circumstances. Nothing on this page limits those rights.

If it is safe to do so, keep the item and its packaging until we have advised you. Do not consume a product you believe may be unsafe. We will not require you to use a particular form of words to raise a statutory claim.

Cancellation notice

You can email the information below to online@samisonline.com, or send it to S & T Enterprises Ltd, 82–89 Cecil Street, Birmingham B19 3SU, United Kingdom: “I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods: [goods]; ordered on [date] / received on [date]; name of consumer(s); address of consumer(s); order reference; date.”

Your legal rights

This page is intended to explain the return process and does not replace or restrict your statutory consumer rights. For independent information, see GOV.UK guidance on accepting returns and giving refunds and on online and distance selling.