Refund & Returns Policy

Our products include fresh and perishable food prepared for your order. We do not offer a general change-of-mind return or refund once preparation has started or an order has been collected or received, except where required by applicable law.

This does not affect your rights where an item is damaged, incorrect, defective, unsafe or has a genuine product-quality problem. Products being fresh or perishable does not remove those rights.

Contact us as soon as possible if you need to cancel or change an order. Before preparation starts, we will assess whether the request can be accommodated and confirm any refund due.

Once preparation or dispatch has begun, cancellation may not be possible. Any applicable reasonable cancellation charge will be explained, taking account of work already done and your legal rights; no charge or refusal overrides rights provided by law.

Please check your order promptly after pickup or receipt and contact us promptly if there is a concern. Provide your order number, a description of the issue and, where relevant, clear photos of the product, packaging and any visible damage.

Keep relevant packaging and remaining product where safe and practical while we investigate. If you suspect a food-safety issue, do not consume the affected product. Contact us for guidance rather than sending food back without arrangements.

Photos and order information help us investigate, but do not replace or restrict the rights and remedies available to you under applicable law.

We will review the issue and may ask for relevant additional information. Depending on the circumstances and applicable law, the resolution may include a replacement, a refund for affected items or another remedy agreed with you.

We will explain any return or collection arrangements that are appropriate. If a courier order is affected, we will help investigate with Pudo / Courier Guy rather than requiring you to resolve the matter alone.

If we cannot fulfil a paid order or an item is unavailable, we will contact you about an agreed alternative or refund the amount paid for the unfulfilled items. Any courier charge affected by cancellation or non-fulfilment will also be considered in line with your legal rights.

Where a refund is due, we will confirm the amount and payment arrangements with you. Processing depends on the payment provider or bank involved, and we will communicate the expected arrangements rather than promise a fixed refund timeframe.