Refund Policy Last updated: April 2026 We want you to be completely satisfied with every order. This policy outlines how we handle refunds, cancellations, and complaints for orders placed through our platform. 1. Order Cancellations • You may cancel your order free of charge if it has not yet been confirmed or started preparation. • Once your order has been accepted and preparation has begun, cancellations may not be possible. Please contact us immediately if you need to cancel. • If we are unable to fulfil your order for any reason (e.g. item unavailability, operational closure), you will receive a full refund automatically. 2. Incorrect or Missing Items If your order arrives with incorrect or missing items, please contact us within 2 hours of delivery. We will resolve the issue by either: • Sending the correct or missing items at no additional cost • Issuing a partial refund for the affected items • Providing store credit for future use Please include your order number and a brief description (photos are helpful) when reporting an issue. 3. Quality Concerns If you are unsatisfied with the quality of any item received, please contact us within 2 hours of delivery with your order number and details of the issue. We will review your complaint and may offer: • A replacement item on your next order • A partial or full refund for the affected item(s) • Store credit We take quality seriously and all complaints are reviewed individually. 4. Delivery Issues • If your order is not delivered within a reasonable time beyond the estimated delivery window, please contact us so we can investigate. • If your order is confirmed as lost or undelivered, you will receive a full refund. • We are not responsible for delays caused by incorrect delivery information provided at checkout. Please ensure your address and contact details are accurate. 5. Refund Method • Refunds for online payments (card/Stripe) will be returned to the original payment method within 5–10 business days, depending on your bank or card provider. • Refunds for cash-on-delivery orders will be issued as store credit unless otherwise agreed. 6. Non-Refundable Situations Refunds may not be issued in the following cases: • Orders where the customer provided an incorrect delivery address • Late complaints raised more than 24 hours after delivery • Change of mind after the order has been prepared or dispatched • Items that were correctly delivered as described on the menu 7. Promotional & Discounted Orders • Orders placed using discount codes or promotional offers will be refunded at the amount actually paid after the discount was applied. • Free items or promotional gifts are non-refundable. 8. How to Request a Refund To request a refund or report an issue with your order: Note your order number (found in your order confirmation email or your account's order history) Contact us via our Contact page or email within 2 hours for quality/missing items, or within 24 hours for other issues Include a description of the problem and any supporting photos We will review your request and respond within 48 hours 9. Our Commitment We value every customer and strive to resolve issues fairly and promptly. If you are not satisfied with the outcome of a refund request, you may escalate the matter by contacting us directly, and we will do our best to reach a satisfactory resolution. 10. Consumer Rights This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. For more information about your rights, visit: https://www.citizensadvice.org.uk