Legal
Substitution Policy
Last updated 4 September 2026
Effective date: 4 September 2026
Last updated: 4 September 2026
This Substitution Policy explains what happens when a product in your PepperClub order becomes unavailable, how replacement products are chosen, how prices are handled, and how you can accept or reject a substitute.
It should be read together with the PepperClub Customer Terms & Conditions of Sale, Delivery Policy, Returns, Refunds & Cancellation Policy, Food & Allergen Information Notice, and any applicable Promotional Terms.
Nothing in this policy limits or excludes your statutory consumer rights.
1. Your substitution choices
PepperClub may allow you to choose a substitution preference for your order or for individual items.
The available options may include:
- Allow substitutions
- Contact me
- No substitutions
Where you do not make a substitution choice, substitutions will normally be off by default.
Where technically available, you may be able to set a different preference for individual products.
2. Allow substitutions
If you select Allow substitutions, PepperClub may choose a suitable alternative where the original item is unavailable.
Our picker will try to select a reasonable replacement having regard to factors such as:
- product type;
- brand;
- size or quantity;
- flavour or variant;
- intended use;
- dietary characteristics that are reasonably apparent;
- price; and
- product availability.
A substitute is not guaranteed to be identical to the item originally ordered.
3. Contact me
If you select Contact me, PepperClub may contact you during picking to ask whether you want a proposed replacement.
We may contact you using:
- the PepperClub app;
- push notification;
- SMS;
- telephone; or
- another contact method associated with your order.
Because picking and same-day delivery operate within limited time windows, you may have only a short period to respond.
Where possible, the applicable response window will be shown in the app or communicated with the substitution request.
If you do not respond in time and you have not separately authorised substitutions, PepperClub will normally skip the unavailable item and refund it rather than guess.
4. No substitutions
If you select No substitutions for an item, PepperClub will not knowingly replace that item with another product.
If the item is unavailable, it will normally be removed from the order and the appropriate amount refunded.
5. How we choose a substitute
Where substitutions are allowed, PepperClub will use reasonable judgement to choose a product that is genuinely comparable.
We will normally consider the following factors.
5.1 Brand
Where reasonable, we may first look for:
- the same product from the same brand;
- a similar product from a comparable brand; or
- another suitable alternative.
Brand matching cannot be guaranteed.
5.2 Pack size and quantity
We will try to match a similar quantity or weight.
Where appropriate, this may include:
- replacing one larger pack with two smaller packs;
- replacing a smaller pack with a slightly larger pack; or
- choosing a nearby weight where the product is variable-weight.
Where PepperClub chooses multiple packs as one substitute, the customer will not be charged more than the price cap described in this policy.
5.3 Flavour and variant
We will try to keep flavour, format and key product characteristics reasonably close.
For example, we will avoid unnecessarily changing:
- flavour;
- spice level;
- sweetened to unsweetened;
- full-fat to light;
- regular to sugar-free;
- product format; or
- another material characteristic.
A materially different variant should not be treated as equivalent merely because it is the same brand.
6. Dietary characteristics
PepperClub will be conservative when a substitution affects a material dietary characteristic.
We will not knowingly substitute across obvious dietary categories such as:
- vegetarian to non-vegetarian;
- vegan to non-vegan;
- halal to non-halal;
- gluten-free to standard;
- lactose-free to standard;
- sugar-free to standard; or
- another clearly material dietary distinction
unless the customer has specifically approved the alternative.
7. Allergies and allergens
Allergen safety takes priority over making a substitution.
Where you have specifically identified an allergy or other material dietary requirement and PepperClub cannot confidently establish that a proposed substitute is suitable, we will normally not automatically substitute the item.
PepperClub will not describe a replacement as allergenically equivalent merely because it appears similar to the original product.
Manufacturers may change ingredients, recipes and production information.
You must always check the physical label of a substituted food before consuming it, particularly where allergies, intolerances or dietary requirements are relevant.
If allergen information is unclear, do not consume the product and contact PepperClub or the manufacturer for clarification.
8. Fresh fruit and vegetables
Fresh produce naturally varies in:
- size;
- shape;
- weight;
- ripeness;
- variety; and
- appearance.
Where substitutions are allowed, PepperClub may substitute one variety with a reasonably comparable variety where the intended use remains similar.
For example, one comparable type of apple may sometimes replace another.
We will be more conservative where a particular ingredient has a specific culinary function.
For example, a product such as curry leaves will not be treated as interchangeable with coriander simply because both are fresh herbs.
9. Variable-weight produce
Some fresh products may be sold by weight.
Where a substitute involves a variable-weight item, PepperClub may select a quantity reasonably close to the requested or estimated weight.
The final charge will follow the variable-weight pricing rules disclosed through the product listing, checkout and Customer Terms.
If the final substitute price is lower than the original item price, you will pay the lower amount.
If it is higher, the substitute price cap in section 14 applies.
10. Rice and staple products
For products where type or grade materially affects use, PepperClub will not treat every product in the same broad category as interchangeable.
For example, a rice substitution should normally be within a genuinely comparable:
- rice type;
- grain style;
- grade;
- use case; or
- pack format.
PepperClub will not knowingly substitute simply with "any rice" where the replacement is materially different from what was ordered.
The same principle applies to other staple ingredients where product type significantly changes cooking characteristics.
11. Frozen and chilled products
We will normally avoid substituting:
- frozen products with chilled equivalents; or
- chilled products with frozen equivalents
unless the alternative is clearly suitable and has been approved or otherwise falls within an appropriate substitution preference.
Storage format can materially affect use, shelf life and food handling and will therefore be treated as an important product characteristic.
12. Packaged meat and fish products
PepperClub may sell sealed, packaged meat, fish and similar products.
Substitutions in these categories will be conservative.
Where reasonably possible, we will take account of:
- species;
- cut;
- product type;
- frozen/chilled status;
- weight;
- preparation style; and
- other material characteristics.
We will not knowingly substitute one animal or fish species for another without clear customer approval.
13. Freshness and quality
A substitute must still meet PepperClub's normal product quality expectations.
Substitution is not a reason to supply:
- damaged goods;
- spoiled products;
- products outside acceptable quality;
- products that are unsafe; or
- products that otherwise fail applicable consumer-law standards.
14. Substitute price protection
If PepperClub selects a substitute with a higher selling price than the original item, you will not be charged more than the price of the original item.
For example:
- original item: £3.00
- substitute normally sells for: £3.50
- customer charge: no more than £3.00
This price cap also applies where PepperClub uses multiple packs to replace one unavailable item.
15. Cheaper substitutes
If the substitute is cheaper than the original item, you will pay the lower substitute price.
Any necessary payment adjustment or refund will be processed through the normal PepperClub payment process.
16. Promotional prices
Where the original product was purchased at a promotional price, the applicable promotional price will normally be the maximum amount charged for a PepperClub-selected substitute.
Any separate Promotional Terms applying to the order will also be taken into account.
PepperClub will not use substitution as a reason to remove an agreed promotional benefit unfairly.
17. Multi-buy and bundle promotions
If an unavailable item formed part of a multi-buy, bundle or similar promotion, PepperClub will try to handle the substitution fairly.
Where practical, we may:
- provide a suitable substitute while preserving the intended promotional value; or
- remove the unavailable item and recalculate/refund the affected amount fairly.
The treatment will depend on the relevant Promotional Terms and the products involved.
18. Rejecting a substitute at delivery
You may reject a PepperClub-selected substitute at the door where practical.
You may reject:
- all substitutes; or
- only particular substitutes.
You do not need to reject the rest of your order.
The rejected substitute will be recorded and the appropriate refund or payment adjustment will be made.
19. If you notice a problem after delivery
If you discover shortly after delivery that a substitute is materially unsuitable, contact:
Please contact us promptly so we can investigate.
Where the substitution was not reasonably appropriate, was materially different from what should have been supplied, or otherwise gives rise to a valid consumer claim, PepperClub will provide the appropriate remedy.
20. Opened or used substitutes
Where a substitute has been opened, used or consumed and the only issue is that you later changed your mind, PepperClub will not normally offer a discretionary refund.
This does not affect your rights where the substitute was:
- faulty;
- unsafe;
- damaged;
- materially misdescribed;
- inappropriate because of a PepperClub error; or
- otherwise not in conformity with the contract.
Allergen and food-safety concerns will be treated as safety/customer-care matters rather than ordinary change-of-mind requests.
21. Substitutions are chosen during fulfilment
PepperClub substitutions are selected through the picking and fulfilment process.
Drivers should not make ad hoc product substitutions at the customer's doorstep.
This helps ensure:
- product availability is recorded;
- prices are calculated correctly;
- customer preferences are respected;
- substitution decisions are auditable; and
- allergen/product information can be considered before handover.
22. Picker discretion
Trained PepperClub pickers may choose a substitute where the customer has authorised substitutions and the alternative falls within PepperClub's substitution rules.
Picker discretion should be reasonable and should not override:
- a customer's "No substitutions" choice;
- a specific customer-approved alternative;
- obvious allergen or dietary restrictions;
- product-safety requirements; or
- other material restrictions recorded against the order.
23. Substitution records
PepperClub may record information including:
- the original product;
- the substitute product;
- original price;
- substitute price;
- customer substitution preference;
- customer response where contacted;
- whether the substitute was accepted or rejected; and
- associated refund/payment adjustments.
These records may be used for:
- order fulfilment;
- refunds;
- customer service;
- audit;
- fraud prevention;
- quality improvement; and
- dispute resolution.
Personal information is handled in accordance with the PepperClub Privacy Notice.
24. How we notify you
Where possible, substitutions will be shown:
- in the app;
- through an order update;
- in an electronic order summary; or
- through another notification before or at delivery.
Where you have selected Contact me, we will use the contact methods available for your order.
Temporary technical or network problems may occasionally delay a substitution notification. This does not permit PepperClub to knowingly ignore your recorded substitution preference.
25. Customer-selected replacement
Where technically available, PepperClub may allow you to specify a preferred alternative in advance, for example:
"If this is unavailable, replace it with this product."
Where you have made a clear product-specific replacement choice, PepperClub should prefer that choice over general picker discretion where the selected alternative is available and suitable.
26. If no acceptable substitute is available
If:
- substitutions are turned off;
- PepperClub cannot find an appropriate substitute;
- the customer rejects the proposed alternative;
- the customer does not respond to a "Contact me" request in time; or
- allergen/dietary suitability cannot safely be established,
the unavailable item will normally be removed from the order and the appropriate amount refunded.
27. Minimum order value
If your basket originally met PepperClub's £25 minimum order value but substitutions or unavailable-item refunds reduce it below £25, PepperClub will not retrospectively impose a minimum-order penalty.
The remaining order will normally still be delivered.
28. Delivery charge
Removing or refunding one or a small number of unavailable products will not normally change an already applicable delivery charge.
A delivery-charge refund may apply where:
- the whole order is cancelled;
- PepperClub cannot fulfil the delivery;
- the relevant Promotional Terms require it; or
- applicable consumer law requires a different outcome.
29. Future age-restricted products
PepperClub does not currently sell alcohol under this version of the policy.
If alcohol or other age-restricted goods are introduced later, separate rules will apply to age verification, licensing and substitutions.
An age-restricted product will not be substituted in a way that bypasses applicable age or licensing requirements.
PepperClub will not substitute into a materially different age-restricted category without appropriate customer approval.
30. Changes to this policy
PepperClub may update this Substitution Policy where:
- our product range changes;
- app functionality changes;
- fulfilment processes change;
- food-safety requirements change; or
- consumer-law requirements change.
The version applicable to an order will normally be the version in effect when the order was placed, subject to any mandatory legal or immediate safety requirement.
31. Contact us
If you have a question or problem concerning a substitution, contact:
Postal correspondence may be sent to:
PepperClub Ltd
48 Radcliffe Drive
Derby
England
DE22 3LA
United Kingdom
32. Your statutory rights
Nothing in this Substitution Policy excludes, restricts or replaces your statutory consumer rights.
Where this policy conflicts with a mandatory right under consumer law, the mandatory legal right will apply.