Product unavailability

In the event that an ordered product is temporarily unavailable, we will contact you to inform you of your options, ordinarily:
- A delay in the delivery
- A replacement product
- A refund of the unavailable product
- The cancellation and full refund of the order

Non-delivery/ mis-delivery

If, after the stated delivery period, you have not received your delivery, you must email us within 3 calendar days, or ideally sooner, to raise an investigation. Courier companies restrict the time available to make claims for reimbursement, and so we may not be able to provide replacement products and refunds after this period. If, after the courier has attempted a delivery, the service user fails to arrange a re-delivery or collection from a depot, we will treat this the same as customers returning goods as unwanted/ mind changed (see below), and will refund the full purchase costs less the delivery fee. If non-delivery occurs due to customer error (e.g. the customer entered incorrect shipping details), we will provide a refund, minus the costs of delivery and a £5 return-to-sender fee.

Returns (goods unwanted/ mind-changed)

You may cancel your order within 7 calendar days from the day after you receive your delivery. You then have a further 7 days to send the goods back. Providing the goods are returned to us in a satisfactory state (unopened, undamaged, in original packaging), you will be refunded the full purchase costs less the delivery fee.

In returning the goods, we advise that you use a trusted recorded delivery service to minimise the risk that the goods are damaged in transit, thus possibly affecting your rights to a refund. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is deemed the same as it would be if you were assessing them in- store.

Incorrect, missing or damaged goods

If, after accepting the parcel, you find you have received incorrect, missing or damaged goods, you must notify us within 1 calendar day to validate your claim.

Defective/ damaged goods

In the event that a delivery or an item within it is defective or damaged enough to compromise its use, please respond to the order confirmation email with details of the issue, including:
- Product information (name, weight etc)
- Purchase information (location and date of purchase)
- Description of damage (brief description)
- Photograph of damage (clear, unambiguous photograph of the damage for easy inspection)
Should we concur that the delivery is sufficiently defective or damaged, we will provide you with further options, ordinarily:
- A replacement product
- A refund (sometimes partial) of the defective/ damaged product
If you have purchased a Tropical Sun product from any source other than the Tropical Sun Foods website, e.g. from a high-street retailer, then you must return your defective/ damaged good directly to the retailer alongside your receipt of purchase. Delivery will be made to the address specified by you on the completed order form (Please note that we currently use PayPal Checkout and or Credit Card Payment, You Can Now Pay with ANY type of Credit Card). We will require two forms of ID to verify the address and identity if your PayPal billing address is different from the delivery address. We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission to. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.
Please note that we deliver goods only to specified regions within the United Kingdom. To check that the online Grocery service delivers to your area, please enter your postcode at # Our grocery delivery service covers most UK residential addresses with individual postcodes. Selected caravan parks, campsites and holiday homes may be excluded, please check your postcode on the website.
Any orders placed before 12.00noon Monday – Thursday will be shipped out same day for next day delivery. If for any reason you will not be available to receive your order on a specified date, kindly email us to arrange a suitable delivery date between Monday – Friday.
We will notify you via email or text message to advise a new delivery date if we are unable to deliver to you on the specified date due circumstances beyond our control. All goods must be signed for on delivery by an adult aged 18 years or over. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and how to get your parcel which in most cases will be left to collect at the nearest post office/Parcelforce depot. There is no refund for any parcel delivered within 48Hours of shipping. In these circumstances, if the driver return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.
Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control. We deliver our parcels in 24Hours but in some circumstances beyond our control we aim to deliver within 48hours and we will notify you to advise the delay. We use a cooling technology that allows our frozen products stay fresh and frozen for up to 48Hours.