Refund policy

Returns & Refunds Policy

At Pulo & Peel, we take great care in bringing fresh Philippine fruits to your doorstep. We want every order to arrive in the best possible condition, and we're here to help if something isn't quite right.

Fresh & Perishable Products

As our products are fresh and perishable, we are generally unable to accept returns or offer refunds simply because you have changed your mind after receiving your order.

Under UK consumer law, goods that are liable to deteriorate or expire rapidly are exempt from the usual 14-day change-of-mind cancellation right.

This does not affect your statutory rights if your order arrives damaged, faulty or not as described.

Damaged or Unsatisfactory Deliveries

We carefully prepare our fruit for delivery, but we understand that problems can occasionally occur during transit.

If your order arrives damaged, spoiled or otherwise not as expected, please contact us as soon as possible, ideally within 24 hours of delivery, so we can investigate promptly.

When contacting us, please include:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the affected fruit and packaging, where possible

We will review your concerns and work with you to find an appropriate resolution.

The 24-hour timeframe helps us assess issues involving fresh produce, but it does not limit your statutory consumer rights.

Natural Variations in Fresh Fruit

As our fruits are natural, agricultural products, some variation in size, shape, colour, ripeness and appearance is to be expected.

Minor cosmetic differences that do not affect the fruit's quality or suitability for consumption are not normally considered defects.

However, if your fruit is faulty, unsafe, damaged or not as described, please get in touch.

Pre-Order Cancellations

As our Philippine fruits are sourced through scheduled shipments, we understand that plans can sometimes change.

You may request to cancel or amend your pre-order up until the pre-order closing date stated on the relevant product page.

Once the pre-order window has closed, we are generally unable to accept change-of-mind cancellations, as we begin arranging our incoming fruit shipment.

If you need to cancel or amend your order, please contact us as soon as possible through our Contact page.

This does not affect your statutory rights, including your rights if your order is faulty, not as described or is not delivered in accordance with applicable law.

Refunds & Replacements

If your order arrives faulty, damaged or not as described, we will assess the issue and provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a refund, replacement or another agreed resolution.

Where a refund is due, it will be issued to your original payment method. The time taken for the funds to appear will depend on your payment provider.

Returns

For food safety and hygiene reasons, we do not normally ask customers to send perishable fruit back to us.

If there is an issue with your order, please contact us before attempting to return anything. We will advise you on the appropriate next steps.

Contact Us

If you have any questions about your order, or would like to report a problem, please get in touch through our Contact page.

We appreciate your support and want every Pulo & Peel experience to be a positive one.

Pulo & Peel. A little taste of the islands.