Returns & Refunds Policy
At Penny & The Shark Sauce Co., we want you to love our sauces as much as we love making them. If your order doesn’t quite hit the mark, here is how we handle returns and refunds under UK consumer law.
1. The "Change of Heart" Rule
You have 14 days from the date you receive your sauce to change your mind. However, because our sauces are food products, we have a strict hygiene policy:
- Unbroken Seals: We can only accept returns for bottles that are unopened and have the original security seal intact.
- Original Condition: The labels and packaging must be undamaged.
- Return Costs: Unless the product is faulty, you are responsible for the cost of returning the item to the us at the below address.
2. Damaged or "Battered" Goods
We do our best to ensure our bottles are packed for a safe voyage, but if your order arrives damaged or leaking:
- Please take a photo of the damage (including the packaging) and email it to pennyandtheshark@gmail.com within 48 hours of delivery.
- We will promptly send out a replacement or issue a full refund—no extra cost, no fuss.
3. Taste & Heat Levels
Flavor is an adventure, and heat is a dare!
- Because our products are perishable, we cannot offer refunds or returns once a bottle has been opened, even if the sauce is hotter (or milder) than you expected.
- Check our "Heat Scale" on each product page before you buy to make sure it’s the right fit for your palate.
4. How to Return Your Order
- Drop us a line: Email: pennyandtheshark@gmail.com with your order number.
- Safe Passage: Please wrap the bottles securely (reuse our original packaging if possible).
- Ship it: Send your return to: Penny & The Shark Sauce Co., Lilac Cottage, The Green, Beenham, West Berkshire, RG7 5NP
We strongly recommend using a tracked service. We can’t refund what we don’t receive!
5. Refunds
Once we’ve inspected your return, we will send you an email to confirm your refund. The funds will be snapped back to your original payment method within 5–10 working days.