Refund and cancellation policy

An order can be cancelled in full up until it has been dispatched. Part of an order cannot be cancelled — because stock, discounts and charges are settled for the order as a whole.

Once an order has been dispatched it can no longer be cancelled.

To ask for a cancellation, raise a request through support quoting your order reference, and we will confirm whether the order has already been dispatched.

We do not accept returns, exchanges or replacements. Kokson sells packaged food for consumption, and once a pack has left our control we cannot resell it or verify how it has been stored.

This does not affect your rights where an order arrives in a condition it should not have. If something is wrong with what you received, contact support and we will look into it.

Where a refund is due it is returned to the original payment method. We do not issue a refund to a different account, card or person than the one that paid.

A refund outside a pre-dispatch cancellation is considered case by case and requires approval from Kokson’s owner.

Where a refund is due, it is usually processed to the original payment method within 5-7 business days of being approved.

Cash on delivery orders are paid in cash to the courier on delivery, so a cancelled cash on delivery order involves no refund: nothing has been collected.

Where an order is cancelled before dispatch and a payment had already been taken, the delivery charge and any cash on delivery handling charge recorded on that order are refunded with it. Your order record shows exactly what was charged.

An online payment has a short window to complete. If it is not completed in time the order is released automatically, any stock held for it goes back on sale, and no money is taken. You can place a new order at the prices then current.