Return and Refund Policy

We want you to love your Knack Snacks. If something isn’t right with your order, the policy below explains when you may be eligible for a return or refund and what information to include when you get in touch. Please use our Contact Us form so our team can help.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact us within 14 days of delivery wherever possible so we can investigate promptly.

Please include:

• Your order number.

• A photo of the outer shipping box, including the shipping label.

• A photo of the product box, including its label, and the bags showing the damage.

• A close-up of the issue, such as melted chocolate, crushed products or opened packaging.

• For incorrect items, a photo of everything you received.

• For quality issues, a photo of the best-before date and batch/lot number.

These details help us investigate your claim. If you cannot provide something listed above, please explain this when you contact us. The requested reporting timeframe does not limit your statutory rights.

Depending on the circumstances and your legal rights, we will arrange an appropriate replacement or refund, or store credit if you prefer and expressly agree to it.

Quality or Food-Safety Issues

If you believe that a product has gone off, is unsafe to eat, or has another quality issue, please contact us as soon as possible and provide:

• Your order number.

• Photographs of the product issue.

• Photographs of the best-before date.

• Photographs of the batch/lot number.

• A brief description of the issue.

Please do not consume a product if you believe it may be unsafe to eat.

We will review the issue and arrange an appropriate replacement or refund, or store credit if you prefer and expressly agree to it.

A Note About Chocolate Bloom

Our chocolate snacks are meltable and sensitive to heat. If chocolate gets warm and then cools again, some of its natural cocoa butter can rise to the surface, leaving a pale, whitish coating or light marbling known as “fat bloom.” Bloom alone does not mean the product has gone off. If you are unsure whether what you are seeing is bloom or another quality issue, please send us photographs so we can help. Store your snacks in a cool, dry place away from direct sunlight and heat.

International Orders

We currently ship and fulfil orders within the United Kingdom and the USA. If your order is for delivery to another country, please be aware that we cannot guarantee delivery. If your order does not arrive, we will refund the cost of the products, excluding shipping costs, unless applicable law requires otherwise.

Order Changes and Cancellations

Orders cannot usually be amended or cancelled through our fulfilment system once they have been placed, as processing begins promptly after an order is confirmed. This does not prevent you from exercising any statutory cancellation right that applies.

If you notice an issue with an order you have just placed, please email our team at hello@tryknacksnacks.com as soon as possible with: 

• Your order number.

• A brief explanation of the issue and the change you would like us to make.

We will do our best to help, but we cannot guarantee that an order can be amended or stopped once processing has begun. We will confirm whether we have been able to make the requested change.

For cancellations relating to Subscribe & Save, please see Subscribe & Save Orders below.

Missing Orders

If you have not received an expected order, please email hello@tryknacksnacks.com with your order number and a brief explanation of the issue so we can investigate.

If you cannot find your order number, please provide the name and email address used to place the order.

Subscribe & Save Orders

Your Initial Order and First Recurring Order

When you select Subscribe & Save, you will be charged for your initial order at checkout and receive the Subscribe & Save discount shown at the time of purchase.

We offer this initial discount in return for your commitment to receive and pay for at least one recurring Subscribe & Save order after your initial purchase. This means:

• Your initial order is the order you place when you sign up.

• Your first recurring order is your first scheduled subscription order but your second delivery overall.

• You can pause or skip from day one, subject to the change deadline below, and cancel your subscription after the first recurring order has been processed.

Your subscription continues automatically until cancelled. Your chosen payment method will be charged automatically when each recurring order is processed.

Delivery Frequency

Orders are delivered every 4 weeks by default. You can view your subscription, pause deliveries, or change your delivery frequency and next order date in your account.

Managing Your Subscription

From day one, you can use your subscription portal to:

• Pause your subscription for up to 3 months.

• Skip an order.

• Swap the products in your order.

• Adjust your delivery frequency or next order date.

Pausing or skipping postpones your next delivery; it does not remove the commitment to receive and pay for your first recurring order.

Making Changes Before an Order

Any changes must be made at least 5 business days before your next order date. You can view and adjust that date in your account.

Changes made after this deadline may not apply to the upcoming order. Cancelling your subscription stops future eligible orders; it does not automatically cancel or refund an order that has already been processed.

Shipping

Shipping is free on your first Subscribe & Save order. Standard shipping charges apply to recurring orders.

Returns and Refunds

Returns and refunds for Subscribe & Save purchases are handled in accordance with this Return and Refund Policy.

The subscription commitment and change deadline do not override any statutory cancellation rights that apply.

Refunds and Store Credit

Once we have reviewed your request, we will confirm the outcome by email.

Approved refunds will be issued to your original payment method, or as store credit if you prefer and expressly agree to it. You do not have to accept store credit instead of a monetary refund to which you are legally entitled.

Refunds are usually issued within a few business days of approval, although the time it takes for funds to appear in your account depends on your bank or payment provider. Any statutory refund deadlines will apply.

Where required by law, we will also cover reasonable return costs for faulty, damaged, unsafe or incorrectly described products.

Please contact us before sending products back so we can provide return instructions.

Statutory Rights

Nothing in this policy limits your statutory rights concerning faulty, damaged, unsafe or incorrectly described goods, or any statutory right to cancel an online purchase.

Contact Us

For any return, refund, or quality-related questions, please use our Contact Us form. Include your order number and a brief explanation of the issue. For damaged, incorrect or quality-related products, please refer to the relevant section above for the photographs and information we need to investigate.

Knack Snacks Ltd
102-108 Clerkenwell Rd
London EC1M 5SA, UK

 

 

Last updated: 29 October 2026