Returns and Refund Policy for Chilled Food Products
1. Perishable Food Items
Due to the perishable nature of our chilled food products, including lasagne, risotto and tiramisu, we are unable to accept returns of food items simply because you have changed your mind, unless required by applicable consumer law.
All orders are carefully prepared, packaged and dispatched (if using this service) using DPD next day postage, with suitable packaging intended to maintain product quality during transit. Our packaging allows for chilled foods to remain within Food Safety Standards up to 48 hours as advised by DPD.
2. Delivery, Shipping and Collection
We use DPD next day, which aims to deliver the next day after dispatch. However, this service is not guaranteed, and delays may occasionally occur. DPD suggests to allow for 48 hours.
Customers are responsible for providing an accurate delivery address and ensuring that someone is available to receive the parcel promptly.
As our products are perishable, customers should refrigerate their chilled food immediately upon delivery or collection and follow the storage instructions provided.
3. Damaged, Incorrect or Unsuitable Orders
If your order arrives damaged, incorrect, or with concerns about its condition or food safety, please contact us as soon as possible.
Please include your order number, a description of the issue and, where possible, photographs of the packaging and product.
If a product arrives damaged, is incorrect, or is unsafe or unsuitable due to an issue for which we are responsible, we will assess the circumstances and offer an appropriate remedy, which may include a replacement or refund.
For food safety reasons, please do not eat any product that you suspect may be unsafe.
4. Delayed or Missing Deliveries
DPD next day aims to deliver within its stated delivery timeframe, but delays can occur, please allow up to 48 hours.
If your order has not arrived as expected, please contact us right away so we can investigate the tracking information and delivery status and help resolve the issue.
If a delay means that the chilled food is no longer safe or suitable for consumption, please contact us promptly. We will assess the circumstances and provide an appropriate remedy where applicable.
5. Refunds
Approved refunds will be issued to the original payment method wherever possible.
We aim to process approved refunds within 3 working days. The time taken for the funds to appear in your account may depend on your payment provider.
Refunds will be assessed fairly, taking into account the nature of the issue and applicable consumer rights.
6. Cancellations
Please contact us as soon as possible if you wish to cancel an order.
Once an order has been prepared or dispatched, cancellation may not be possible. However, nothing in this policy limits any cancellation rights that apply under consumer law.
7. Contact Us
For questions about returns, refunds, colelctions, damaged deliveries or food quality, please contact us using the contact details provided on our website or order confirmation.
Please include your order number to help us resolve your enquiry as quickly as possible.
8. Your Consumer Rights
This policy does not affect your statutory rights. Nothing in this policy excludes or limits any rights or remedies available to you under applicable consumer protection or food safety laws.
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