Refund Policy

General Refund Principles

Due to the nature of food and drink items being perishable, refunds are handled in accordance with UK consumer protection law and food hygiene standards. We aim to be fair, transparent, and responsive when issues arise, while also ensuring food safety and preventing misuse of our refund process. Refunds, where applicable, will be issued to the original payment method unless otherwise agreed.

Orders That Are Not Eligible for Refund

Under UK law, customers do not have an automatic right to cancel food orders once preparation has begun, as food is classified as goods liable to deteriorate or expire rapidly. Once an order has been accepted and prepared, cooked, or dispatched, it cannot be cancelled or refunded unless there is a problem with the order as outlined below.

When You May Be Entitled to a Refund, Replacement, or Credit

  • Incorrect Orders – If you receive wrong items, missing items, or incorrect quantities, we may offer a replacement, partial refund, or full refund where appropriate. Evidence such as photographs may be requested.

  • Food Quality or Safety Issues – If food is not of satisfactory quality, unsafe to consume, or incorrectly prepared, please notify us within 24 hours. Photographs and order details may be requested.

  • Orders Not Delivered – If your confirmed order was not delivered or was marked delivered but not received, we will investigate and may issue a refund or replacement.

  • Excessive Delays – If significant delays make food unsuitable for consumption, we may offer a partial or full refund in exceptional circumstances. Minor delays do not automatically qualify.

Situations Where Refunds May Be Refused

Refunds may be refused for change of mind after preparation, late claims without evidence, incorrect delivery details, failure to receive delivery, dissatisfaction based solely on personal taste, or abuse of the refund policy.

Allergies and Dietary Requirements

Customers are responsible for reviewing ingredient information and informing us of allergies at the time of ordering. While reasonable steps are taken to manage allergens, we cannot guarantee a completely allergen-free environment. Refunds will not be issued where allergy information was not disclosed or where items were ordered despite warnings.

Orders Placed via Third-Party Platforms

If orders are placed via third-party platforms, their refund procedures may apply. Refunds may be processed directly by the platform and coordination may be required before resolution.

How to Request a Refund

To request a refund, please provide your full name, order number, date and time of order, description of the issue, and photographic evidence where applicable. Requests should be made as soon as possible and no later than 24 hours after delivery or collection, unless exceptional circumstances apply.

Refund Processing Time

Approved refunds are usually processed within 5–10 working days. Processing times may vary depending on your payment provider or bank. Delivery fees are refunded at our discretion unless required by law.

Right to Refuse Service

We reserve the right to refuse refunds where claims are fraudulent or abusive and to restrict or suspend accounts where refund policies are repeatedly misused. This does not affect your statutory rights.

Legal Rights

This Refund Policy does not affect your statutory rights under UK law, including your rights under the Consumer Rights Act 2015. Where food is proven to be unsafe or not as described, you may be entitled to a refund or replacement in line with the law.

Changes to This Refund Policy

We may update this Refund Policy from time to time. The most current version will be made available through our website or upon request.