I have been getting 10 litres of the most delicious "to die for" milk delivered fortnightly on subscription for a number of years and I have never had any kind of problem. I make my own kefir and the milk is perfect for it. It is packaged incredibly well in a strong, reusable, recyclable cardboard box with brilliant eco friendly completely recyclable insulation made from sheep's wool inside MDPE bags and ice packs. The insulation and ice packs can be collected up and returned free to Gazegill using a returns label. I cannot imagine using any other milk now and get meat, butter and other lovely goodies from Gazegill quite frequently. Also, I have to say that Scott, who delivers my milk fortnightly, is always in the time stated, has a beautiful smile and attitude and the ice packs inside have only every just melted on the hottest days. N.B. It is confusing giving answers below! I have not had to return any products but I have returned the packaging for reuse. Maybe you need to review the wording of the questions - a number were awkward, as it seems to be assuming that you've only had one delivery.