Delivery, Collection & Return Policy

 

DELIVERY CHARGES AND ZONES

Depending on your location, we will either deliver your order with our own multi temperature vehicles or send the order via our third-party transport partner, or our currently preferred overnight courier, DPD.

Our couriers usually require a signature, but you can decide with them to leave goods in a secure place of your choice should you not be able to accept the goods in person. You can advise our customer care team of this when placing your order.

Our online ordering platform is frequently updated, and our purchasing team try their best to always stock all products. However, sometimes, for reasons beyond our control, we may be out of stock of some products. We may substitute with a similar product or not deliver some items you have ordered, if not available during the picking of your order.

Deliveries are made Monday to Friday excluding Bank holidays. Please find more detailed information about delivery charges underneath the map on this page:

DELIVERY ZONES CIBOSANO

Our cut off time for next day delivery is 2pm for orders within the M25 between Monday to Thursday. We will always endeavour to deliver next day but cannot always guarantee this will be the case.

All orders received after 2 pm on Thursdays will be delivered the following Monday or Tuesday depending on your delivery zone.

For FROZEN deliveries in the UK Mainland, the delivery charge is £145.00 for orders below £1000.00 excl. VAT.

 

COLLECTION

If you have an existing Trade account and want to collect directly from our hub, you will be required to:

    • Order online by 4pm, for next day collection
    • Minimum order value £50
    • Collection time 11am – 4pm Monday to Friday only

Our address is CIBOSANO Ltd – I.O. Centre, Unit 4, Lea Road, Waltham Cross, Hertfordshire, EN9 1AS.

 

 

RETURNS

Our policy requires that you make a claim or report for a return within 24h hours from the time you received the delivery.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase and, if making a claim, a photo of the item.

There are certain situations where only partial refunds are granted: (if applicable)

– Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

– Any item that is returned more than 7 days after delivery.

To return your product, you should mail it to:

CIBOSANO Ltd – I.O. Centre, Unit 4, Lea Road, Waltham Cross, Hertfordshire, EN9 1AS.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, unless approved by our office or our own drivers are collecting the item.

 

REFUNDS

Once your return is received and inspected, we will contact you to notify that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your account, within a reasonable amount of days.

If you have not received your refund after 10 days, please contact us at accounts@cibosano.co.uk