Return
Policy

Freshly grilled food can’t be returned, but a bad order can absolutely be put right. Here’s exactly how.

Last updated: TODO_EFFECTIVE_DATE · Operated by: TODO_LEGAL_ENTITY_NAME

1. The short version

If your order is wrong, incomplete or not up to standard, tell us within TODO_COMPLAINT_WINDOW and we will replace it or refund it. You will not be asked to send food back. We would rather fix it than argue about it.

2. Why food returns work differently

Everything we sell is cooked fresh over live fire and is intended to be eaten straight away. For food-safety reasons we cannot accept the return of, resell or re-use any food that has left our premises, whether it has been opened or not. This policy therefore describes refunds and replacements rather than physical returns.

3. When we’ll put it right

Items are missing from your order.
You received the wrong item or the wrong variant.
The food arrived in poor condition — cold when it should be hot, spilled, or damaged in transit.
The food was not of satisfactory quality.
Your order was never delivered, or arrived unreasonably late for the delivery window quoted.
You were charged incorrectly, or charged twice.
An allergen request you told us about was not followed. Please raise this immediately.

4. What isn’t covered

We can’t offer a refund where:

The order was made correctly but you changed your mind after it was prepared.
You ordered the wrong item or entered the wrong address, and preparation had already begun.
Delivery failed because nobody was reachable at the number and address given.
The complaint relates to a taste preference — heat level, smokiness or seasoning — where the item was made to our stated recipe. Tell us anyway; we read every note.
The food was stored, reheated or consumed well after delivery.
The report falls outside TODO_COMPLAINT_WINDOW, unless there are good reasons.

5. How to report a problem

Get in touch by phone, WhatsApp or email as soon as you notice. Have ready:

Your order number and the name or number the order was placed under.
Which items were wrong, missing or unsatisfactory.
A photo, if the issue is something we can see. It speeds everything up and we will never ask you to travel back to us.

Phone
WhatsApp
Email
Reporting window: TODO_COMPLAINT_WINDOW

6. Refunds, replacements and credit

Where a claim is accepted, you choose from whichever of the following we can offer at the time:

Replacement — we remake the affected items and send them out. Availability depends on how late in service it is; live-fire items do sell out.
Refund — a full or partial refund to your original payment method.
Account credit — applied to your next order, valid for TODO_CREDIT_VALIDITY.

Partial refunds cover the affected items rather than the whole order, unless the order as a whole was unusable. Delivery fees are refunded where the fault was ours.

7. How long refunds take

We approve or decline a claim within TODO_RESPONSE_TIME of receiving it. Approved refunds are issued to the original payment method and typically appear within TODO_REFUND_TIMEFRAME, depending on your bank or payment provider. Card refunds are processed by TODO_PAYMENT_PROCESSOR; we cannot refund to a different card or account than the one used to pay.

8. Cancelling an order

Because food is prepared to order, cancellation is only possible before we start cooking. Our cancellation window is TODO_CANCELLATION_WINDOW. After that point the order is already on the grill and cannot be cancelled or refunded. Cancel by TODO_CANCELLATION_METHOD.

9. Catering and large orders

Catering bookings are governed by the written quote you signed, which sets out the deposit, the final-numbers deadline and the cancellation charges that apply as the date approaches. Deposits are TODO_DEPOSIT_REFUNDABILITY. Standard catering cancellation terms: TODO_CATERING_CANCELLATION_TERMS. Where those terms conflict with this page, the signed quote governs the booking.

10. Merchandise and gift cards

Unused, unworn merchandise in its original condition may be returned within TODO_MERCH_RETURN_WINDOW for a refund or exchange; return postage is TODO_WHO_PAYS_POSTAGE. Faulty merchandise is refunded or replaced in full at our cost. Gift cards are TODO_GIFT_CARD_REFUND_POLICY.

11. Third-party delivery apps

If you ordered through a delivery platform rather than directly with us, that platform handles the payment and its own refund process applies first. Raise the issue in the app, and tell us too — we still want to know, and we will work with them to sort it out. Platforms we currently work with: TODO_DELIVERY_PLATFORMS.

12. Your statutory rights

Nothing in this policy limits your rights under the consumer-protection laws of TODO_JURISDICTION, including any right to goods of satisfactory quality. If we can’t reach an agreement, you may escalate to TODO_CONSUMER_PROTECTION_BODY.