Last updated: 10 November 2026
We want you to be happy with every order from Clifton Tradepoint. If something is not right, please let us know and we will do our best to sort it out quickly. This policy does not affect your statutory rights.
Something wrong with your order?
If an item arrives damaged, faulty, past its use-by date, or is not what you ordered, or if something is missing:
- Contact us within 48 hours of delivery or collection (for fresh, chilled and frozen items, on the day of delivery if possible).
- Give us your order number and a clear photo of the item and its packaging.
- Please keep the item until we have replied.
We will offer you a replacement or a full refund for the affected item, including any delivery charge for that item. If we need the item back, we will arrange collection or cover the return cost.
Changed your mind?
For most non-food products, such as household goods, kitchenware, tools, electricals and stationery, you can cancel your order within 14 days of receiving it. Please:
- tell us you wish to cancel by email or phone within 14 days of receiving the goods;
- return the item within 14 days of telling us, unused and in its original packaging, so that it is in a resaleable condition;
- pay the cost of returning the item, unless we sent it to you in error. We recommend using a tracked service and keeping proof of postage.
You can also bring the item back to our shop at 27-29 Westferry Road, London E14 8JH with your order number.
Items we cannot accept back
For health, hygiene and safety reasons, we cannot accept change-of-mind returns for:
- food and drink, including fresh fruit and vegetables, chilled and frozen products and anything else that goes off quickly;
- health, beauty and personal care products, medicines and toiletries once the seal has been opened;
- incense, pooja items, candles and oils once opened;
- age-restricted products, phone SIM cards and gift items that have been opened or used;
- items made or cut to your request.
This does not affect your rights if any of these items are faulty or not as described.
How refunds are paid
- Refunds are made to your original payment method.
- For a change-of-mind return, we will refund you within 14 days of receiving the item back (or proof that you have sent it).
- For a faulty or incorrect item, we will refund you as soon as we have confirmed the problem, usually within 5 working days.
- If you cancel your whole order within 14 days, we will also refund the standard delivery charge you paid. Extra delivery charges, such as express or weekend delivery, are not refunded.
- If a returned item has been used or damaged, we may reduce the refund to reflect this.
Your bank may take a few extra days to show the refund on your statement.
Items sent to you by mistake
If you receive something you did not order, please let us know within 7 days so we can arrange to collect it. The item remains our property until it is returned.
Uncollected or refused deliveries
If an order cannot be delivered because of an incorrect address or missing access details, or is refused on delivery, we will refund the cost of non-perishable items once they are back with us. We may deduct the delivery cost. Perishable items cannot be refunded in this case.
How to contact us
Clifton Tradepoint
27-29 Westferry Road, London E14 8JH
Phone: 020 7987 0600
WhatsApp: 07903 068622
Email: info@cliftontradepoint.com