Advice Centre




Returns / Right to Cancel

For all B2B contracts please refer to our B2B T&C.
The information below is intended as a guide to help you - it is not intended as an explanation of your legal rights. Under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 you have a lot of rights when buying goods. If you want to confirm exactly what your legal rights are please go to www.which.co.uk or www.moneysavingexpert.com.

Right to Cancel.
Because we are a website you are not able to physically inspect the goods before you purchase - so the EU has created what is called your 'Right to Cancel' so that you can look at the goods we send you and decide if you want to keep them or if you want to send them back to us. You have 14 working days after we have completed delivery to decide if you want to use your Right to Cancel - after that period you have completed your purchase. This is referred to as a 'cooling off' period.

Food or non-Food?
Right to Cancel legislation treats foods differently to non-foods. You cannot buy a food product from us and break the seal on it (which means we cannot re-sell it) decide you don't like it and expect a refund. If the food has gone off or is contaminated etc then of course you should contact us.

Below are some examples of circumstances when you need to contact us about a problem with your order:
1. I have changed my mind and don't want the goods anymore.
Use your Right to Cancel - see Returns Procedure below.
2. The goods have arrived but they are not what I thought they were.
Use your Right to Cancel - see Returns Procedure below.
3. The goods have arrived but I can't use them because the description on your website or the image on your website was wrong.
Its our fault - tell us about it and we'll take the goods back - see Returns Procedure below.
4. The goods have arrived damaged.
Please do not accept anything from the courier which is obviously damaged. Please refuse to accept the parcel and they will return them to us and we will send undamaged goods back out to you.
If you have accepted the goods from the courier but find they are damaged please inform us as quickly as possible. Please do not throw away any of the packaging - we will request a photograph of the packaging and the damaged items to confirm what has happened. If you do not want to send us a photograph then you must return the damaged goods back to us so that we can inspect them.

5. The goods have arrived but they are faulty.
Its our fault - tell us about it and we'll take the goods back - see Returns Procedure below.

The Returns Procedure (consumer customers only):
If you need to return something please call 02392 378700 or email customerservices@cateringandleisure.co.uk, giving the reason for the return.

Please follow this procedure:
  • Send the item back to the address on your invoice (see below).
  • Include the packing note, invoice or a written list of the items.
  • Please include the original product packaging.
  • Include your address and phone number.
  • Explain the reason for the return.
  • Ensure it is securely packed.
  • Please use a 'signed for' service that will have a proof of delivery and insure it. You are responsible getting the items to us safely.
  • Alternatively we can arrange for collection - but you may be charged for this depending on the reason for the return.
  • If you are using your 'Right to Cancel' the item must arrive back to us within 14 days from when you notified us that you intended to return it.

    If you have sent something back to us using your 'Right to Cancel' we'll inspected the products and if in good condition so that we can re-sell them you will be refunded the full purchase price. If the items are not in good condition we will offer you a fair price for them - or the option of having them back. You will not be refunded the original shipping cost.

    Please note that you are responsible for the costs of returning items to us - unless its our fault (i.e. the items are damaged, faulty, or we sent you the wrong thing etc).

    If you are unsure about any of this please just call us and we'll be very happy to help.

    Return to:
    Catering and Leisure Supplies Ltd,
    Unit B5, Mountbatten Business Park,
    Jackson Close,
    Portsmouth,
    PO6 1US.
    United Kingdom
    02392 378700

    Cancellation of orders that havn't been shipped.
    If you place your order and then decide you don't want it please call us. If you call before 4:30pm on the day of dispatch we will stop it from being dispatched and refund the full cost of the order. If its after 4:30pm then it may be too late - the courier leaves sometime after 5pm.

    Alternative Dispute Resolution
    Instead of rushing to the small claims court there is now a system called Alternative Dispute Resolution that offers free arbitration to help you resolve your dispute with a retailer. We have registered with The Retail Ombudsman who will be happy to help you resolve your dispute with us.
    If you are unhappy with how we have handled your complaint then please contact them:
    www.theretailombudsman.org.uk
    If you need to know more about ADR please visit www.citizensadvice.org.uk

    Your rights.
    Here are some resources which explain your rights:
    www.moneysavingexpert.com
    www.which.co.uk.
    www.gov.uk/consumer-protection-rights
    www.legislation.gov.uk/ukpga/2015/15/contents

  • © Catering & Leisure Supplies Ltd 2017. All Rights Reserved (CLS )

    Tuesday 28th February 2017