Refund policy
Refund, Cancellation & Returns Policy
At Adetoks Kitchen, every order is freshly prepared with care. Because we sell freshly prepared and perishable food, our refund and cancellation policy differs from that of businesses selling non-perishable goods.
Please read this policy carefully before placing your order.
Freshly Prepared Food
Due to the perishable nature of our food, we are unable to accept returns simply because you have changed your mind, ordered the wrong item, no longer require the food, or do not personally like the taste of a dish.
Once food has been prepared or cooking has begun, the order cannot normally be cancelled or refunded.
This does not affect your statutory rights where food is faulty, not as described, or there is another issue for which we are legally responsible.
Problems With Your Order
We want you to be happy with the food you receive. If something is wrong with your order, please contact Adetoks Kitchen as soon as possible after receiving it.
This may include:
- An incorrect item being supplied
- A significant item missing from your order
- Food arriving in an unacceptable condition due to an issue within our control
- An order being materially different from what was ordered
Please provide your order number, details of the problem and clear photographs or video where appropriate so that we can investigate.
Depending on the circumstances, we may offer a replacement, partial refund, full refund or another appropriate resolution.
Refunds are assessed on a case-by-case basis.
Order Cancellations
If you need to cancel a standard food order, please contact us as soon as possible.
If preparation has not yet started, we will do our best to accommodate your cancellation.
Once ingredients have been specifically prepared for your order or cooking has begun, we may be unable to cancel or refund the order because our food is prepared fresh and is perishable.
Delivery
Customers are responsible for providing a complete and accurate delivery address and contact information when ordering.
We cannot normally provide a refund where delivery cannot be completed because:
- An incorrect or incomplete address was supplied
- Nobody was available to receive the order
- The customer could not be contacted
- The customer provided incorrect contact details
- The customer requested delivery to a location that could not reasonably be accessed
If an order is significantly delayed, damaged or otherwise affected because of something within our control, please contact us and we will review the circumstances.
Collection Orders
Please collect your order at the agreed collection time.
Once an order has been prepared and made available for collection, failure to collect it does not automatically entitle the customer to a refund.
Due to food safety and quality considerations, we cannot guarantee that food will remain at its best where collection is significantly delayed.
Catering & Large Party Orders
Catering, cooler orders, large trays and other party orders require advance preparation and may involve purchasing ingredients specifically for your booking.
For this reason, separate cancellation and refund terms may apply to catering and large party orders.
Any applicable deposit, payment schedule and cancellation conditions will be communicated as part of your catering quotation or booking confirmation before your booking is confirmed.
Changes to Catering Orders
Requests to change quantities, dishes, delivery details or other requirements for a confirmed catering order should be made as early as possible.
Changes are subject to availability and may result in an adjustment to the final price.
Once ingredients have been purchased or preparation has begun, we may not be able to reduce or cancel parts of an order.
Allergies & Dietary Requirements
Customers with food allergies or specific dietary requirements should contact us before placing an order so that we can provide relevant allergen information and discuss their requirements.
Please do not rely solely on photographs or product names when making decisions concerning food allergies.
Further information is available in our Allergen & Food Information Policy.
Approved Refunds
Where a refund is approved, it will normally be returned to the original payment method.
Processing times may vary depending on your bank or payment provider.
Orders Placed Through Third-Party Platforms
Orders placed through third-party delivery or ordering platforms are also subject to the refund and dispute procedures of the platform through which the order was placed.
If your order was placed through another platform, you may need to submit your refund request directly through that platform.
Contact Us
If you experience a problem with your Adetoks Kitchen order, please contact us as soon as possible and include your order number and details of the issue.
Adetoks Kitchen
Dagenham, London, United Kingdom
Email: support@adetoks.co.uk
Telephone/WhatsApp Only :07405235268