Our Policy

In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, within 14 days after you have received your products from us, you are not entirely satisfied with them you can return them together with your proof of purchase and we will refund you for or replace/exchange the returned items even though you may no longer have a right under the law for us to do so. We will refund the value of the items by using the same payment method which you used when you bought them from us, except where you do not have adequate proof of purchase. Where inadequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with Öncü Food Centre gift card or vouchers for the equivalent value of the returned items. Our goodwill policy is however discretionary and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and flowers, and made to order or personalized items.

Our Refund / Cancelation Policy

In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, after you receive your order, you have within 7 days to return the items together with your proof of purchase. We will refund your money or replace/exchange the returned items.

We will refund the value of the items by using the same payment method which you used when you bought the goods from us.                                                                                                              

Our goodwill policy is however discretionary, and some items are excluded from it, such as items that are used or damaged by you, and items where the seal or packaging has been broken or in other words have become unsellable.

Your legal rights

Your other legal rights to a refund or replacement under consumer laws.

Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for your purpose, and they must be of satisfactory quality.

If we supply services to you, then we must supply them with reasonable care and skill.

Online purchases: Customers must inform Öncü Food Centre/Goodness Direct that they wish to return, or would like a refund within 7 days of receiving the goods.

Customers have 7 days to return the goods once Öncü Food Centre/Goodness Direct has been informed.

Refunds will be given within 7 days of receiving the goods back or after you inform us.

If you wish to exercise your legal rights by not accepting our products, you must return them to Öncü Food Centre/Goodness Direct by either posting them back to us, or allowing us to collect the items from your address using our couriers or drivers. 

We will pay the costs of postage and collection.

None of the above affects your statutory rights.

Cancellation rights

Details of our goodwill policy as well as a description of your rights to refunds, or replacements as described above within this section.

There may be some exceptions , for reasons of hygiene, safety, or under the law we are not able to refund or exchange items unless they are found to be not of satisfactory quality.

If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products, and take reasonable care of the goods before you return them to us.

If you decide to cancel products that you have ordered online, we will reimburse you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply.                                                               

This includes the cost of delivery. Or you can choose to receive Öncü Food Centre /Goodness Direct vouchers. We may make a deduction from the reimbursement, if the loss is the result of unnecessary handling by you.                                                                                                                      

We will make the reimbursement/refund no later than 7 days after the day we receive the goods back from you, or after we hear from you regarding the unsatisfactory products that you received from Öncü Food Centre/Goodness Direct.