RETURNS AND REFUNDS POLICY: UK CONSUMER ORDERS

Last updated: 13 July 2026

1. Perishable products: change-of-mind returns

Our caviar, fresh and frozen meat, seafood, truffles and other chilled or frozen foods are highly perishable. The statutory right to cancel a distance contract does not apply to goods that are liable to deteriorate or expire rapidly under regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We therefore do not accept change-of-mind returns of perishable food. This exception does not affect your legal rights if a product was faulty, unsafe, not as described or not of satisfactory quality when delivered.

2. 24-hour Freshness and Delivery Guarantee

Inspect chilled and frozen products immediately upon delivery. Check the product, seal, label, insulated packaging and ice packs, then refrigerate or freeze the product at the temperature stated on its label.

Damage, insufficient chilling, broken seals, incorrect items or any other issue apparent on delivery must be reported to us within 24 hours of delivery.

To make a claim under our Freshness and Delivery Guarantee, send:

• your order number;
• the delivery time and the time the parcel was opened;
• clear photographs of the product, seal, batch and use-by label;
• photographs of the outer packaging and ice packs;
• a short description of the issue.

Reports received after 24 hours are outside our Freshness and Delivery Guarantee and are not eligible for an automatic refund or replacement under that guarantee. After this period, we can no longer verify the condition of the delivery or how the product was stored.

Our Freshness and Delivery Guarantee is additional to your statutory rights and does not restrict them.

3. Faulty perishable products

If you believe a product was already faulty, unsafe, not as described or not of satisfactory quality when delivered, contact us as soon as the issue is discovered. We may request reasonable evidence about the seal, use-by date, storage temperature, when the product was opened and when the issue was first noticed.

Do not consume a product that you believe may be unsafe. Keep the product, label and packaging available until we provide collection or disposal instructions. Do not return perishable food without contacting us first.

We cannot accept responsibility for deterioration caused after delivery by incorrect storage, delayed refrigeration, freezing where the label prohibits it, a seal broken after delivery, use after the use-by date, or keeping an opened product beyond the instructions on its label.

4. Dry non-perishable products

For eligible non-perishable products bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods. You then have a further 14 days to return them.

Products must be returned in the condition in which they were received, subject to the handling reasonably necessary to inspect them. You are responsible for return postage for a change-of-mind cancellation. This does not apply where the product is faulty or incorrect.

5. How to contact us

Email: orders@beleaev.com
Telephone: +44 7706 084493

Include your order number in every enquiry. We will tell you whether the product should be retained, collected, returned or safely disposed of.

6. Refunds

If a refund is approved, it will be made to the original payment method. Where the law requires a refund, we will process it within the applicable statutory period. We do not charge a fee for issuing an approved refund.

BELEAEV CAVIAR & GOURMET LTD
85 Great Portland Street
London W1W 7LT
United Kingdom