Refund policy

Summary:

  • Cancel/change free until Sunday 21:00 for that week’s delivery. After that, orders are locked as that's when we get to work. We can change the address destination if you're feeling generous - just get in touch.
  • Quality or delivery issue? Email support@weareairheads.com within 24 hours and we'll do anything in the universe to correct it.
  • Our fixes: If there is an issue, we’ll usually replace and/or issue store credit. 
  • If you entered a wrong address, we can’t replace or refund.
  • UK mainland only.
  • This doesn’t affect your legal rights.


Airheads Returns, Refunds & Cancellations

What we sell

Airheads makes chilled, ready-to-cook meal components and sides. Because our products are perishable, special rules apply.

No returns (perishable goods)

For food safety reasons, we do not accept returns of perishable items under any circumstances. Please do not send food back to us.

This aligns with UK consumer law exemptions for goods liable to deteriorate or expire rapidly (Consumer Contracts Regulations 2013).

If something’s not right with your order, we’ll still make it right — see Quality issues below.

Cancellations & changes (order cut-off)

  • You can cancel or change your order for free up to Sunday 21:00 for that week’s delivery.

  • After Sunday 21:00, your order is locked and we’ve started preparing fresh ingredients — we’re unable to cancel or amend it.

(We currently deliver on Thursdays for orders placed before the Sunday cut-off.)

Quality issues, damages, or wrong items

We want every box to arrive chilled and spot-on.

  • Tell us within 24 hours of delivery: email support@weareairheads.com with your order number and photos that clearly show the issue (e.g., outer box, liners/ice packs, product labels, and any affected items).

  • Temperature guidance: Ice packs may partially thaw in transit - that’s normal. Items are still safe as long as they arrive cold to the touch. Refrigerate on arrival. If anything feels warm, don’t consume it and contact us.

  • How we put it right: Our first options are replacement or store credit. In rare cases (e.g., we can’t reasonably replace), we may refund. We’ll confirm the outcome once we’ve reviewed your photos and details.

Please keep products and packaging until we’ve finished investigating.

Delivery problems & responsibility

  • Marked “Delivered” but you can’t find it (e.g., theft after delivery): we treat courier “Delivered” scans as delivered. We’ll investigate with the carrier and may offer a goodwill replacement at our discretion, but this isn’t guaranteed.

  • Missed delivery / unable to receive: If the courier can’t deliver (or the box is delayed because no one was available) and the food spoils, we can’t refund or replace.

  • Wrong or incomplete address: If an address error delays or prevents delivery, we can’t refund or replace. Please double-check your address at checkout.

  • Safe-place / neighbour: Any leave-safe options are handled by the carrier; choosing them is at your own risk.

Where we deliver

We currently deliver to UK mainland postcodes. We don’t ship outside the UK.

Refunds (when approved)

If we approve a refund, we’ll process it to your original payment method within 10 business days and email you once it’s done. Banks/card providers can take a little longer to post the credit.

If it’s been more than 15 business days since we approved a refund, please contact support@weareairheads.com.

Your legal rights

Nothing in this policy affects your statutory rights (including under the Consumer Rights Act 2015). The 14-day cooling-off rules under the Consumer Contracts Regulations don’t apply to our perishable food products.

Need help?

Email support@weareairheads.com - we aim to reply quickly and help you out.