Refund policy

 

At Cooked & Ate, all our products are prepared and packed in small batches in our Watford kitchen. As we sell sealed food products, our returns policy is designed to protect food safety, hygiene and product quality, while ensuring that our customers are treated fairly.

We cannot accept returns or offer refunds on opened food products, unless the product is faulty or not as described.

Unopened returns

We accept returns of unopened, unused and undamaged food pouches, provided they are in a resalable condition with the original seal intact, within 14 days of delivery.

If you wish to return an item, please contact us using our contact form, specifying your order number before sending it back.

Customers are responsible for the cost of returning items for change-of-mind purchases. We recommend using a tracked postal service, as we cannot issue a refund for items that are lost in transit or do not reach us.

We cannot accept returns where:

• the original seal has been broken;
• the product has been opened or used;
• the packaging has been damaged after delivery; or
• the product has not been stored in accordance with the storage instructions.

For change-of-mind returns, we will refund the purchase price of the returned products in addition to the standard shipping fee. If you selected express delivery, we can only refund you the standard shipping fee.

If your order arrives damaged in transit, is faulty, incorrect, or has an unreasonably short best-before date, please contact us within 48 hours of delivery using our contact form.

Please include:

• your order number;
• a brief description of the issue;
• clear photographs of the product and packaging, where applicable.