Returns, Refunds & Cancellations
Returns, Refunds & Cancellations
At Chef’s Kitchen, we want customers to receive the products they ordered in good condition. Because many of our products are frozen, chilled or otherwise perishable, different rules apply depending on the reason for the return or refund request.
Damaged or Incorrect Products
If you receive an incorrect product, a damaged product, or an order that has been seriously affected during delivery, please contact us as soon as possible after receiving your order.
Please provide photographs of:
- The outer packaging
- The shipping label
- Any visible damage
- The affected product
- The condition of the product when received
This information helps us investigate the issue and determine the appropriate solution.
Frozen and Chilled Products
For food-safety reasons, frozen and chilled products normally cannot be returned once they have been delivered unless there is a genuine problem with the product, the order is incorrect, or the goods have been damaged during delivery.
Customers should place frozen products into a freezer and chilled products into a refrigerator as soon as possible after receiving them.
Change of Mind
Because many of our products are food products and may require temperature-controlled storage, we are generally unable to accept returns simply because a customer changes their mind after the goods have been delivered.
For dry or non-perishable goods, please contact us before returning anything so that we can confirm whether a return is possible.
Order Cancellations
If you wish to cancel an order, please contact Chef’s Kitchen as soon as possible.
Orders may normally be cancelled before they have been packed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible, particularly for frozen, chilled or other perishable products.
Refunds
Where a refund is approved, Chef’s Kitchen will arrange the refund using an appropriate method based on the original payment and the circumstances of the order.
Refund processing times may vary depending on the payment method, bank or payment provider.
Delivery Charges
If an order problem was caused by Chef’s Kitchen, such as an incorrect item being supplied, we will take this into account when arranging the appropriate refund, replacement or other solution.
Delivery charges are not normally refundable where the delivery itself was completed correctly and the customer simply changes their mind.
Contact Us
If there is a problem with your order, please contact Chef’s Kitchen before attempting to return any products.
Our team will review the issue and advise you of the appropriate next step.