Our food promise
Freshly prepared food, careful delivery and a fair response if something is not right. Last updated October 2026.
Fresh food and change-of-mind cancellations
Our dishes are perishable and usually prepared specifically for your order. This means the usual change-of-mind cancellation and return rights do not generally apply after preparation has begun. Contact us straight away if you need to change or cancel an order and we will help where preparation has not started.
If something is wrong
If your order is late, missing an item, incorrect, damaged in transit or below the standard you reasonably expected, contact us promptly at hello@demo-storefront.example. Tell us your order number and what happened. A clear photo can help us investigate quickly, but it is not a condition of making a complaint.
How we will put it right
Depending on the circumstances, we may offer a replacement or redelivery, a partial or full refund, or an account credit where you agree to it. We will choose a remedy that is fair and proportionate to the issue.
Allergy or food-safety concerns
Stop eating the dish and contact us immediately if you believe it is unsafe or contains an undeclared allergen. Keep the food and packaging safely where practical so we can identify the order and investigate. Seek appropriate medical help if anyone is unwell.
Refund timing
Approved refunds are sent to the original payment method, normally within 5 working days. Your bank or card provider may take additional time to show the funds.
Your legal rights
This promise is in addition to, and does not limit, your statutory rights when goods are faulty, unsafe, not as described or not supplied with reasonable care and skill.