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Policies
Last updated: May 2025
Refunds and returns cannot be processed at any of the superstore branches. If items were ordered via the website, please follow the procedure below. It is highly recommended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.
Violife Ventures Ltd T/A ATOZ FRESH wants all customers to be satisfied with their order. If you are not happy with your order, please email us at info@atozfresh.co.uk with your order number within 24 hours of collecting/receiving your order and we will be in touch.
We are happy to refund non-perishable items within 7 days of purchase as long as they are unopened, resalable, and in the same condition as when purchased. To arrange a refund, please email us at info@atozfresh.co.uk with your name and order number. We shall then be in touch to confirm the refund process. Please note all items being returned are the responsibility of the customer until we confirm the products have been returned back in a re-sellable condition. Items requiring a refund will need to be returned back to us at the cost of the customer. Shipping costs will not be refunded. A refund will only be provided for the product being returned and once received in a re-sellable condition. Please note that refunds will be processed within 7 days of the item being received. Please allow up to 10 working days from your refund being authorised for your account to be credited. Refunds will only be made to the card used at the time of purchase. If more than 7 days have passed since your purchase date, unfortunately we cannot offer you a refund or exchange.
Perishable items are non-refundable and classed as items which are fresh products, have a limited shelf life, or deteriorate quickly. If your item is of poor quality and unfit for use, please send a picture along with your order number to info@atozfresh.co.uk within 24 hours of receiving your order. Once we have received your request, we will notify you confirming whether your refund request has been accepted or rejected. Where possible, it would be appreciated if you could drop the unfit item back to the store at: ATOZ FRESH 279, High Street Slough SL1 1BN We will then provide the refund/exchange within 14 days accordingly.
If applicable, your refund will be made within 14 days of confirmation and the refund will be returned to the credit card used at the time of purchase.
If you have received confirmation from us that your refund has been processed but haven't received a refund yet, please double check your bank account. Then contact your credit card company/bank. It may take some time before your refund is officially posted. If you still have not received your refund, please contact us at info@atozfresh.co.uk.
We only replace items if they are defective or damaged. Items will only be exchanged for the same item. To arrange this, please send us an email at info@atozfresh.co.uk within 24 hours of receiving/collecting your order, along with your order number. An exchange will only be provided once we receive the damaged/defective item. Where possible, defective/damaged items should be returned/posted to: ATOZ FRESH 279, High Street Slough SL1 1BN If the replacement cannot be collected at the time of return, the item will be posted free of charge.