Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at polinafitkitchen@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at polinafitkitchen@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at polinafitkitchen@gmail.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at polinafitkitchen@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at polinafitkitchen@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at polinafitkitchen@gmail.com.
# Refund & Returns Policy — FitFam by Polina
*Last updated: 11 Sep 2026*
Thank you for shopping with FitFam by Polina. We want you to love our small-batch nut butters. Because our products are **food items**, some of the rules below differ from standard retail returns — this keeps you safe and keeps every jar we sell fresh and untampered.
## 1. Right to Cancel (UK Consumer Contracts Regulations 2013)
If you are a consumer based in the UK, you have the legal right to cancel your order within **14 days** of receiving it, without giving a reason, for a full refund.
**Exception:** Under the Consumer Contracts Regulations, this right to cancel does **not** apply to goods that are sealed for health or hygiene reasons once unsealed, or to perishable food. Because our nut butters are perishable and sealed for food safety, **this right to cancel applies only to unopened, unused jars in their original sealed packaging.**
To cancel, contact us within 14 days at polinafitkitchen@gmail.com with your order number.
## 2. Faulty, Damaged, or Incorrect Items
Your right to a repair, replacement, or refund for faulty goods under the **Consumer Rights Act 2015** is not affected by anything in this policy.
If your order arrives:
- Damaged in transit
- Leaking or with a broken seal
- Incorrect (wrong product/quantity)
- Faulty or not as described
please contact us within **48 hours of delivery** at polinafitkitchen@gmail.com with your order number and a photo of the issue. We will offer a **replacement or full refund**, including return shipping costs where applicable, at no cost to you.
## 3. Allergens
Our products are handmade in a kitchen that handles **tree nuts, peanuts, and sesame**. Full allergen information is listed in bold in each product's ingredients list. It is the customer's responsibility to check this information carefully before ordering. We cannot accept returns or offer refunds where a customer orders a product containing an allergen they are sensitive or allergic to, provided the allergen was correctly and clearly listed on the product page.
## 4. Non-Returnable Items
For hygiene and food-safety reasons, we **cannot accept returns** on:
- Opened or used jars
- Jars with a broken or tampered seal
- Products past their best-before date at the time of return request
- Gift cards
- Bundles where any component jar has been opened
## 5. How Refunds Are Processed
Once your return or cancellation is approved:
- Refunds are issued to your original payment method within **5–10 business days**.
- You'll receive an email confirmation once the refund is processed.
- Original shipping costs are non-refundable unless the return is due to our error (damaged, faulty, or incorrect item).
## 6. Late or Missing Refunds
If you haven't received a refund yet, first check your bank/card statement again, then contact your card provider — processing times vary. If you've done this and still have not received your refund, contact us at polinafitkitchen@gmail.com.
## 7. Contact Us
For any refund, return, or order issue, email us at **polinafitkitchen@gmail.com** or use the contact form on our store. Please include your order number in all correspondence.
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*This policy is provided as a general template based on standard UK consumer protection principles (Consumer Rights Act 2015, Consumer Contracts Regulations 2013) and is not a substitute for legal advice. Before publishing, we'd recommend having it reviewed by a qualified solicitor or trading standards advisor to confirm it fully complies with your specific business circumstances and any applicable food-safety regulations (e.g. FSA guidance for home/small-batch food producers).*