Refund Policy

1. Refund Overview

We aim to provide a reliable ordering experience and ensure that every order is prepared carefully according to the information provided by the customer.

Refund requests are reviewed individually based on the circumstances of each order. Where a refund is approved, it will be processed using the same method originally used for the order wherever applicable.

2. Eligible Refund Conditions

A refund request may be considered in the following circumstances:

• The incorrect item has been supplied due to an error during order preparation.
• An item is missing from the confirmed order.
• The order cannot be fulfilled due to circumstances within our reasonable control.
• A quality concern is reported within a reasonable period after collection or delivery.
• A duplicate order has been created due to a confirmed technical issue.

Customers should contact us as soon as possible after receiving the order so that we can review the situation and provide appropriate assistance.

3. Refund Request Time Limit

To allow us to properly review an order, refund requests should normally be submitted within 24 hours after collection or delivery.

• Requests received after this period may not contain sufficient information for review.
• Customers should provide the order details and a clear explanation of the request.
• Additional information may be requested where necessary.

4. Refund Review Process

Once a refund request has been received, our team will review the order information and relevant details.

• Refund requests are normally reviewed within 3 business days.
• Customers will be informed of the outcome after the review has been completed.
• Approved refunds will be arranged as soon as reasonably possible.

5. Refund Method & Processing Time

Approved refunds will normally be returned using the same method used for the original order.

• Refund processing will normally begin within 5 business days after approval.
• The time required for the refund to appear may vary depending on the customer’s account provider and processing procedures.
• Customers should retain their order confirmation until the refund process has been completed.

6. Non-Refundable Situations

Refunds may not normally be available in the following circumstances:

• The customer provided incorrect order details or contact information.
• The customer selected unsuitable items based on personal preference after the order was prepared correctly.
• The order was not collected within a reasonable period after confirmation.
• The customer was unavailable to receive the order using the information provided.
• A concern was reported after an extended period where the condition of the food cannot reasonably be assessed.

7. Order Changes & Cancellation Requests

If you need to change or cancel an order, please contact us as soon as possible after placing the order.

• Requests received before preparation begins will be considered where practical.
• Once preparation has started, changes or cancellations may not always be possible.
• Completed orders cannot normally be cancelled after collection or delivery.

8. Incorrect or Missing Items

If your order contains an incorrect or missing item, please contact us within 24 hours of receiving your order.

Please provide your order details and relevant information so our team can review the issue and determine the most suitable solution.

9. Contacting Us About Refunds

For refund enquiries, please contact our customer support team using the details below.

• Telephone: 0191 262 8755
• Email: food@saffronbowl.co.uk
• Response time: within normal business hours where possible

10. Policy Updates

This Refund Policy may be reviewed periodically to ensure that it continues to reflect our current ordering process and customer service approach.

Any updated version becomes effective immediately after being published on this website.