Product Return, Refund & Replacement Policy

PURPOSE & SCOPE

This procedure outlines how Casa Argentina Limited manages product returns, refunds, and replacements to ensure fairness, transparency, and compliance with UK consumer law and food safety regulations.

The purpose is to provide customers with a clear, consistent, and professional resolution process whenever they wish to return or replace a product, whether due to quality issues, damage, incorrect supply, or personal reasons (where applicable).

This policy applies to all product categories sold by Casa Argentina Limited, online, in-store, or through wholesale and B2B channels, and to all staff handling product returns, including Customer Service, Warehouse, and Quality teams.

Why We Do It

To maintain customer trust and satisfaction through fair, transparent resolutions.

To protect food safety by ensuring that any returned product is controlled and never reintroduced into sale.

To comply with UK consumer legislation and FSA standards.

To identify potential product or supply chain issues that may require corrective actions.

To reinforce Casa Argentina’s reputation for reliability, care, and ethical conduct.

Process Steps

1. Customer Request

1.1 Customers may request a return, refund, or replacement by:

Emailing info@casaargentina.com, orders@casaargentina.com
Calling +44 (0) 208 540 1222
Visiting the store or collection point
Messaging through social media (redirected to email for formal processing)

1.2 The Customer Service Team must:

Record the request in the Return & Refund Register (RRR).
Issue a case reference number (e.g., RR-2025-001).
Acknowledge receipt within 24 hours and confirm next steps.

2. Verification of Eligibility

2.1 Verify if the product qualifies for return/refund under one of the following categories:

2.2 The Customer Service Lead reviews eligibility and ensures compliance with the Consumer Rights Act 2015.

3. Collection or Return Procedure

3.1 For faulty, unsafe, or damaged products:

Customer provides photographs and batch/BBE details.
Casa Argentina may arrange collection via courier only if required for investigation.
Returned goods must be clearly labelled “RETURNED – NOT FOR SALE”.

3.2 For standard returns (non-perishable items):

The customer is responsible for return shipping unless Casa Argentina is at fault.
The return address is:
Casa Argentina Limited, Unit 3, 77 Sumner Road, Croydon, CR0 3LN

3.3 Upon receipt, the Warehouse Manager must:

Inspect returned product.
Log findings in the Returned Goods Inspection Log (Form WH-003).
Move product to Quarantine Area (see SOP 3.6).

4. Refund or Replacement Authorisation

4.1 The Customer Service Lead or Quality Lead authorises refunds or replacements based on:

Validity of claim.
Condition and evidence provided.
Risk assessment outcome.

4.2 Refunds are processed via the same payment method used by the customer within 5 working days of authorisation.
4.3 Replacement products are dispatched with priority and tracked via Shiptheory.
4.4 For wholesale clients, credit notes may be issued instead of direct refunds.

5. Product Disposal or Retention

5.1 Any product deemed unsafe or unfit for human consumption must be:

Labelled “Not Suitable for Human Consumption”.
Isolated in the Quarantine Area until disposal.
Disposal documented in the Waste & Disposal Log (Form WH-004).
Witnessed by the Warehouse Manager and verified by the Quality Lead.

5.2 Returned products are never reintroduced into stock or resale.

6. Communication with the Customer

6.1 The Customer Service Lead must provide the customer with a written outcome, including:

Resolution offered (refund, replacement, or credit).
Expected timeline for completion.
Thank-you message for their understanding and feedback.

6.2 Communication tone should reflect Casa Argentina’s values, empathetic, respectful, and transparent.

7. Escalation Procedure

7.1 Escalate to the Quality Lead when:

Product may pose a safety risk.
Multiple similar complaints are received for the same batch.
Investigation may lead to a product recall.

7.2 Escalate to the Director when:

Legal or regulatory implications exist (FSA involvement).
Customer threatens legal or public action.
Compensation request exceeds £250 or reputational risk identified.

8. Record Keeping

All return/refund cases logged in Return & Refund Register (RRR).
Evidence (photos, forms, emails) saved under:
Microsoft 365 → SOP Records > Returns & Refunds > Year > Case Reference
Retention period: 5 years.
Data handled under SOP 10.4 Data Protection & GDPR Compliance.

KPIs

100% of refund/return requests acknowledged within 24 hours.
90% of cases resolved within 5 working days.
0% unsafe returned product reintroduced to stock.
100% traceability maintained for all returns.

Responsibilities