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876BOX RETURNS & REFUNDS POLICY

Last Updated: May 26th 2025

At 876BOX, we’re committed to delivering authentic Jamaican flavours to your door. We want you to enjoy your box with confidence, knowing your consumer rights are fully respected under UK and EU law.

Your Right to Cancel (Cooling-Off Period)

Under UK and EU law, you have the right to cancel your order within 14 days of receiving your box.

Please note:

  • Non-perishable items (e.g., sealed pantry goods like seasonings, snacks, and teas) can be returned within 14 days.
  • Perishable or opened food products (e.g., opened cans of ackee, sardines, or spice packs) cannot be returned for health and safety reasons.

If you wish to cancel or return your order, please contact us within 14 days of delivery.

Damaged or Faulty Items

We take great care packing every 876BOX, but if your order arrives damaged, incorrect, or incomplete, please let us know within 48 hours of delivery.

We will:

  • Replace the damaged items at no extra cost
  • Or offer a refund for the affected items

Refund Calculation for Damaged Items:

  • Monthly Surprise Box: £29.99 ÷ 8 items = £3.75 per damaged item
  • Build Your Own Box: Calculated based on token value proportion of total box cost
  • Preferred solution: Replacement item in your next shipment plus £2 service credit

Please email us at info@876box.com with your order number and clear photos of the issue.

How to Return an Item

  1. Email us at info@876box.com within 14 days of receiving your order.
  2. We’ll confirm your return and provide the return address.
  3. Items must be unused, unopened, and in original packaging.
  4. Return postage is at your own expense (unless the item is faulty, in which case we’ll cover it).
  5. We’ll process your refund within 14 days of receiving your returned item. Refunds are issued to the original payment method.

Items We Can’t Accept for Return

  • Opened or perishable food items
  • Custom-made Build Your Own boxes (unless faulty)
  • Sale or discounted items (unless faulty)
  • Items past their expiration date

Subscription Box Refunds

Monthly Surprise Box Subscriptions

  • If your box has already shipped for the month, we cannot refund that shipment (unless it’s damaged or faulty)
  • You can cancel future boxes at any time through your account or by emailing us at info@876box.com
  • Cancellation deadline: 5 days before your next billing date

Build Your Own Box Subscriptions

  • 3-month minimum commitment applies to BYOB subscriptions
  • Early cancellation subject to remaining balance payment
  • You can modify your next box contents up to 5 days before shipping
  • Cancel anytime after minimum commitment period

Gift Boxes

  • One-off purchases only
  • Standard 14-day return policy applies for unopened items
  • Perfect for special occasions and trying 876BOX before subscribing

Shipping & Delivery Issues

UK Deliveries

  • Free shipping included in all subscription and gift box prices
  • Delivered via Royal Mail Tracked 48 (2-5 business days)
  • Missing packages: Report within 7 days of expected delivery
  • Wrong address: Customer responsibility to provide correct delivery details

EU Deliveries

  • Shipping costs calculated at checkout
  • Delivered via courier (5-10 business days)
  • Import duties/taxes: Customer responsibility where applicable
  • Customs delays: Not covered under our refund policy

Build Your Own Box (BYOB) Specific Terms

Token System Refunds

  • Refunds calculated based on token value:
    • 1-token items (snacks): Lower refund amount
    • 2-token items (sauces, drinks): Medium refund amount
    • 3-token items (premium canned goods): Higher refund amount
  • Modification deadline: 5 days before shipping
  • Commitment period: 3 months minimum for subscription discounts

Contact Information

Need Help?

We’re here to help with any questions about your order.

Customer Service:

  • Email: info@876box.com
  • WhatsApp: PT +351 932 831 511
  • Response time: 24-48 hours during business days

Business Address:

  • 876BOX Limited
  • Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA

EU Operations:

  • 876BOX Portugal (Sole Trader)
  • Finanças Certificate No: [Certificate Number]

Your Legal Rights

This policy complies with:

  • The Consumer Contracts Regulations 2013 (UK)
  • The Consumer Rights Act 2015 (UK)
  • The EU Consumer Rights Directive (EU)

Key Consumer Protections

  • 14-day cooling-off period for distance sales
  • Right to refund for faulty or misdescribed goods
  • Right to replacement for damaged items
  • Proportionate remedies for partial order issues

This does not affect your statutory rights.

Dispute Resolution

Step 1: Contact Us Directly

  • Email: info@876box.com
  • We aim to resolve all issues within 48 hours
  • Most problems can be solved with a quick conversation

Step 2: Formal Complaint Process

  • If unsatisfied with our initial response
  • Request escalation to management
  • We’ll provide written resolution within 7 days

Step 3: Independent Resolution

  • Online Dispute Resolution (ODR) platform for EU customers
  • UK customers can contact Citizens Advice Consumer Service
  • Both options available at no cost

876BOX is committed to excellent customer service and your complete satisfaction with our authentic Jamaican food experience.

This policy is effective as of May 26th, 2025 and complies with both UK and EU consumer protection laws.

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