Refund Policy
1. Overview
At Kumerica African Cuisine & Takeaway Joint, we strive to provide high-quality food and exceptional service to all our customers. Due to the nature of our products being hot, freshly prepared food, certain refund conditions apply.
This Refund Policy outlines our procedures for cancellations, refunds, and exchanges. By placing an order, you agree to these terms.
2. Cooling-Off Period
2.1 Right to Cancel
Under UK consumer protection laws, you have the right to cancel your order within 14 days from the date of purchase. However, this does not apply to perishable goods such as hot food, which cannot be returned or cancelled once the preparation or delivery process has commenced.
2.2 Waiver of Cooling-Off Right for Hot Food
By placing an order with us, you acknowledge that you waive your right to a 14-day cooling-off period for hot food items, as they are considered perishable. This means that once your order has been processed, it cannot be cancelled, and you will not be entitled to a refund, unless the food is defective or there has been an error on our part (e.g., incorrect order, food not delivered, etc.).
3. Refund Eligibility
3.1 Refunds for Incorrect or Defective Orders
If you receive an incorrect order, food that is damaged, or a product that does not meet quality standards, you may be eligible for a refund or replacement. Refunds are only provided in cases where:
-
The food delivered is not the same as the food ordered (e.g., wrong items).
-
The food is found to be spoiled, undercooked, or otherwise defective.
-
We are unable to fulfill your order due to stock unavailability and you choose not to accept a substitute.
3.2 Requests for Refunds
To request a refund, you must notify us within 24 hours of receiving your order. You can contact us via email at kumericaafricanrestaurant@gmail.com or by calling 07448 291107. You will be required to provide the order number, details of the issue, and photographic evidence (if applicable). We will then review your request and determine if a refund or replacement is appropriate.
3.3 Refund Process
If a refund is granted, it will be processed to the original method of payment within 14 business days. Refunds will only be issued for the value of the items that were incorrect, defective, or undelivered. Delivery fees may not be refunded unless the delivery was not made within the agreed timeframe.
4. Refunds for Cancellations
4.1 Cancellation Before Preparation
If you wish to cancel your order before food preparation has started, you may be eligible for a full refund. Please contact us immediately at kumericaafricanrestaurant@gmail.com or 07448 291107 to cancel the order. We will make every effort to process the cancellation, but please note that orders placed during busy times may already be in preparation, in which case cancellation may not be possible.
4.2 Cancellation After Preparation
Once your order has entered the preparation or delivery process, it cannot be cancelled or refunded. This is because hot food is perishable and cannot be returned for hygiene and safety reasons.
5. Non-Refundable Items
5.1 No Refund for Change of Mind
Due to the perishable nature of our products, we do not offer refunds for orders placed if you change your mind after the preparation process has begun or once the food has been delivered.
5.2 No Refund for Failure to Collect or Late Collection
If you opt for collection, the food must be collected within the agreed-upon time. If you fail to collect your food, we cannot offer a refund. If you arrive late to collect, we may offer a partial refund or a replacement meal, at our discretion.
6. Special Circumstances for Refunds
6.1 Delivery Issues
We make every effort to deliver your food promptly. However, if there are significant delays or errors in delivery (e.g., incorrect address, non-delivery), you may be entitled to a refund or a replacement meal. Please contact us immediately if there are any delivery issues.
6.2 Allergen Concerns
If you experience an allergic reaction or discover that an allergen was not properly disclosed or was contained in an item, please contact us immediately. While we take great care in preparing food that adheres to allergen guidelines, we cannot be held responsible for allergic reactions. Refunds in these cases will be handled on a case-by-case basis.
7. Refunds for Gift Cards or Vouchers
7.1 Non-Refundable
Gift cards or vouchers purchased from Kumerica African Cuisine & Takeaway Joint are non-refundable unless required by law. These may not be exchanged for cash or refunded once purchased.
8. Dispute Resolution
8.1 Resolution Process
If you are not satisfied with the resolution of your refund request, you may contact our customer service team at kumericaafricanrestaurant@gmail.com. We will review your case and aim to resolve the issue fairly and promptly. If a resolution cannot be reached, you may wish to seek mediation through an alternative dispute resolution (ADR) provider.
9. Contact Us
For any queries regarding refunds, cancellations, or our policy, please contact us at:
Phone: 07448 291107