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Refund policy

Refund & Cancellation Policy

At Clay’s Kitchen, we take great pride in the quality of our food. Because our "Clay’s at Home" dishes are freshly prepared, blast-chilled, and vacuum-packed specifically for your order, they are classified as perishable goods. As a result, our refund policy differs from that of non-food retailers.

1. No Right to Cancel (Perishable Goods)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to perishable food items. Once an order has been processed and prepared, it cannot be cancelled or returned for a refund because the food cannot be resold.

2. Order Amendments & Cancellations

  • Cut-off Time: We require orders to be placed by the end of the day on Saturday for delivery the following Thursday.

  • If you wish to cancel or amend your order, you must contact us at orders@clayskitchen.co.uk before the Saturday cut-off.

  • Once the cut-off has passed and production has begun, we are unable to offer any cancellations, refunds, or date changes.

3. Damaged or Missing Items

We want you to enjoy your meal in perfect condition. In the unlikely event that:

  • An item is missing from your order.

  • The vacuum seal on a pouch has been compromised during transit.

  • The external wool-insulated packaging is severely damaged in a way that affected the food temperature.

Please contact us within 24 hours of delivery. To help us resolve the issue, we require photographic evidence of the damage or the contents of the box. At our discretion, we may offer a partial refund or a credit toward a future order for the affected items.

4. Delivery Issues

  • Safe Place: Our courier (DPD) is instructed to leave the package in a safe place if you are not home. As the contents are perishable, we cannot be held responsible for stolen packages or food spoilage if the parcel is left unattended for an extended period after delivery.

  • Incorrect Address: We cannot offer refunds if an incorrect delivery address was provided at checkout. Please double-check your details before confirming your order.

  • Delays: While we use overnight couriers, occasionally delays occur due to weather or traffic. Our packaging is designed to keep food chilled for up to 48 hours. If a delay exceeds this window and the food arrives warm, please contact us immediately.

5. Taste Preferences

While we hope you love our authentic flavours, we cannot offer refunds based on personal taste preferences (e.g., spice levels) or if you find a dish does not suit your palate.

6. Processing Refunds

If a refund is approved by our team, it will be processed back to your original payment method. Please note it can take 5–10 working days for the funds to appear in your account, depending on your bank.