Refund policy
Returns
Customers may return certain items under the distance selling regulations for a refund, minus original delivery charges and admin fees as stated below.
How much do returns cost?
If you use our pre-paid returns service then a £2.99 admin fee will be deducted from the value of your return to help towards the return postage fee. If you are based outside of mainland UK you are responsible for your own return postage fee. If you wish to return your order without using our pre-paid returns service then please use our returns address which you can find below.
How do I exchange an item?
Unfortunately, we don't offer exchanges at present, but if you would like to return your order within 28 days we will refund you and you can place a new order for the items required.
Other returns
We cannot accept returns on perishable items including chilled and frozen goods. All other items can be returned to us for a refund providing they are un-opened and in re-sellable condition with the original boxes/packaging. The customer is responsible for the cost of return postage or alternatively you can use our pre-paid returns service subject to a £2.99 admin fee which will be deducted from the cost of your refund. Please contact us prior to returning your goods at alternativestores@suma.coop
Returns address:
Suma Wholefoods Lacy Way, Lowfields Business Park, Elland, HX5 9DB
Refunds & credit notes
Refunds and credit notes are usually processed within 3 working days of receiving your return and at busy times may take a little longer. Refunds may take up to 30 days to show on some card statements, this is due to certain card firms systems although usually they show in your account within 3-5 working days. You will receive a confirmation email once your refund has been processed.
Damaged goods
Please report any damages to us via email to alternativestores@suma.coop quoting your order number within 48 hours of receiving your order. All damages must be photographed including a photo of the outer box and shipping label if the damage is due to the couriers handling. This is required by our couriers in order to lodge a claim. We will get back to you with how we are able to resolve your issue.