Refund & Order Issue Policy

1. Introduction

Gable End Kitchen prepares food items according to individual customer selections and requested collection or delivery arrangements. This policy explains when a refund may be considered, how order issues are reviewed and the expected timeframes for handling requests.

2. Fresh Food Order Policy

As our dishes are prepared specifically for each order, requests are handled according to the stage of preparation and the circumstances of the enquiry. Customers are encouraged to check their selected items, collection details or delivery information before confirming an order.

3. Order Cancellation Requests

Cancellation requests should be submitted as soon as possible after an order has been placed.

• Requests received before food preparation begins may be reviewed.
• Once preparation has started, cancellation may not be available because ingredients and preparation time have already been allocated.
• Orders that have been completed or collected cannot normally be cancelled.

4. Eligible Refund Situations

A refund request may be considered in situations such as:

• An incorrect item has been provided.
• An item included in the order is missing.
• A confirmed order issue has occurred during collection or delivery.
• An order cannot be fulfilled due to circumstances affecting service availability.

5. Situations Where Refunds May Not Apply

Refund requests may not be available where:

• The customer selected the incorrect menu item.
• Personal taste preferences differ from expectations.
• The customer provided incorrect contact or delivery information.
• The order was not collected within the available collection period without prior contact.
• The issue was reported outside the stated review period and sufficient information is unavailable.

6. Reporting an Order Issue

If there is an issue with an order, customers should contact our team within 24 hours after:

• Collection of the order.
• Delivery of the order.

To help us review the request, please provide:

• Customer name.
• Order details.
• Date and time of collection or delivery.
• Description of the issue.
• Any relevant supporting information.

7. Refund Review Process

After receiving an order issue request, our team will review the information provided. We aim to respond to refund enquiries within 2 working days. Additional information may be requested where necessary to complete the review.

8. Approved Refund Method

Where a refund is approved, it will normally be returned using the same method originally used for the order. Refunds are not provided as cash alternatives unless specifically agreed by our team.

9. Refund Processing Time

Approved refunds are normally processed within:

• 5–10 working days after approval confirmation.

Once processed, the time required for the refund to appear may vary depending on the customer’s account provider.

10. Partial Refunds

In some situations, where only part of an order is affected, a partial refund may be considered for the specific item or part of the service affected. The final decision depends on the details of the individual order review.

11. Collection Order Issues

Customers collecting orders should check their items where possible at the time of collection. If an issue is identified after leaving the restaurant, please contact our team within 24 hours.

12. Delivery Order Issues

For delivery orders, customers should contact us within 24 hours after receiving the order if there is an issue. Delivery details and order information may be required to review the situation.

13. Customer Support Response Time

Our team aims to respond to customer enquiries within 2 working days. During busy periods, weekends or public holidays, responses may require additional time.

14. Policy Updates

This Refund & Order Issue Policy may be updated when our services or procedures change. Updated information will apply immediately after being published on this page.

15. Contact Information

For refund enquiries or order support:

Gable End Kitchen
Email: food@gableendkitchen.co.uk
Telephone: 0121 471 7962