Returns & Refund Policy

1 Introduction

At Judith Kitchen Takeaway, we take pride in serving freshly cooked, quality food and giving our customers excellent service. This Returns & Refund Policy explains how we handle refunds, replacements and complaints for orders placed in-store, online through judithkitchen.co.uk, or through any approved ordering channel. This policy operates alongside your statutory rights under UK consumer law.

2 Our Commitment

We aim to make sure that your food is prepared as described, meets high quality and hygiene standards, and that your order is accurate. If something goes wrong with your order, please contact us and we will investigate.

3 Returns of Food

All of our meals are freshly cooked to order and are perishable. For food safety reasons, we cannot accept returns of:

• cooked or prepared meals;
• food that has been opened, tasted or partly eaten;
• food that has left our premises and been stored outside our control;
• any food that has been kept for a period of time before a complaint is made.

Returning food could affect food safety, so we will not ask you to send it back. We may ask for photographs instead.

4 When We Will Accept Complaints

We will consider a refund or replacement where:

• an item is missing from your order;
• the wrong item was supplied;
• the food is unsafe to eat, contaminated, or not properly cooked;
• the food is not of satisfactory quality or does not match its description;
• the order arrived spilled, damaged or in a condition that makes it unfit to eat;
• the order was significantly late or never arrived.

Please contact us as soon as possible after receiving your order, ideally on the same day, so that we can investigate properly.

5 Damaged or Spilled Orders

If your order arrives damaged or spilled, please provide your order number, the items affected, a description of the problem, and photographs where possible. We will review the issue and may offer a replacement, a full or partial refund, or another suitable resolution.

6 Missing or Incorrect Items

If an item is missing or you receive the wrong item, please contact us promptly. We may arrange a replacement of the correct item, a refund for the missing or incorrect item, or another suitable resolution.

7 Change of Mind

Because our food is made to order, we cannot offer refunds or exchanges if you simply change your mind, order the wrong item, or do not like the taste of a dish that was prepared and delivered as described.

8 Order Cancellation Rights

Under UK consumer law, customers may have a right to cancel certain online purchases. However, this right does not apply to goods that are made to the customer's order or that are liable to deteriorate quickly, which includes freshly cooked food. Once the kitchen has started preparing your order, we may not be able to cancel it. If you need to change or cancel an order, please call us as soon as possible and we will help if we can.

9 Refund Process

Approved refunds will normally be issued using the original payment method. Refunds may take several working days to appear, depending on your bank, payment provider and processing times.

10 Refund Eligibility

A refund may be issued where food is unsatisfactory, unsafe, missing or incorrect, or where the law requires it. A refund may not be available where:

• the food has been mostly or fully consumed;
• the issue was reported long after delivery or collection;
• the food was stored or handled incorrectly after delivery;
• incorrect or incomplete information was provided by the customer, such as the wrong address or an unreachable phone number;
• the complaint is only about a personal preference in taste or portion size where the food was as described.

11 Proof of Purchase

To process a replacement or refund, we may ask for your order number, order confirmation, receipt or transaction reference, and photographs of the problem.

12 Food Safety and Allergy Concerns

If you believe your food is unsafe, contains something it should not, or caused you to feel unwell, please stop eating it and contact us immediately. If you have a medical emergency or a serious allergic reaction, call 999 straight away. Please tell us your order number, what you ate, when you received it, and keep any packaging or leftover food safely so that we can investigate. We take food safety and allergen concerns very seriously.

13 Replacements

Where appropriate, we may offer a replacement meal or store credit instead of a refund. This depends on the nature of the problem, ingredient availability, and whether a replacement can be prepared and delivered safely.

14 In-Store and Collection Orders

For orders bought or collected at our shop, please check your food before leaving and keep your receipt or order confirmation. If there is a problem, tell a member of staff straight away, or contact us as soon as possible after you get home. Food safety restrictions apply to all in-store and collection orders.

15 Customer Responsibilities

Customers are responsible for providing accurate delivery details, being available to receive their order, checking the order on arrival, storing leftover food safely, and contacting us promptly if there is a problem.

16 Contact Us

17 Your Legal Rights

This policy does not affect your statutory rights under UK law. Consumers have legal rights relating to goods being of satisfactory quality, fit for purpose, and as described.

18 Changes to This Policy

We may update this Returns & Refund Policy from time to time. The latest version will always be available on judithkitchen.co.uk.