Returns & Refunds Policy

1. Overview

The Fat Mallow Company creates small‑batch, handcrafted marshmallows and confectionery. As our products are perishable food items, different rules apply compared with non‑food goods. This policy explains when refunds, replacements, or cancellations may be available.

2. Perishable Goods

Under UK consumer law, perishable food products are not eligible for return unless they are faulty, damaged, or incorrect. This is because they cannot be resold or safely restocked.

We cannot accept returns for:

• Change of mind

• Personal taste preferences

• Products that have been opened, partly eaten, or improperly stored

• Delays caused by Royal Mail or courier services once dispatched

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

• Your order number

• A description of the issue

• Clear photos of the product and packaging

Where a fault is confirmed, we will offer one of the following:

• A replacement item

• A partial refund

• A full refund

The remedy offered will depend on the nature of the issue.

4. Allergies and Ingredients

Full ingredient lists and allergen information are provided on our website and packaging. It is the customer’s responsibility to check this information before ordering. Refunds cannot be issued for failure to review allergen information.

5. Cancellations

Orders can be cancelled within 1 hour of purchase, provided production has not begun. Once items have been made or dispatched, cancellations are no longer possible.

6. Late or Missing Deliveries

We cannot refund orders delayed due to courier or Royal Mail issues, strikes, or adverse weather. If a parcel is confirmed lost by the carrier, we will arrange a replacement or refund.

7. Contact

For all refund or replacement enquiries, email: hello@thefatmallowcompany.co.uk