Refund policy
Returns and Refund Policy
FullaFlavourz
Last updated: 02/03/26
1. Perishable Food Policy
All food sold by FullaFlavourz is freshly prepared and perishable. For hygiene and food safety reasons, we do not accept standard returns once an order has been prepared, collected, or delivered.
However, we will always investigate genuine issues where an error has occurred on our part.
2. When a Refund or Replacement May Be Considered
We may offer a replacement or refund where a clear mistake has been made by us, including but not limited to:
• An allergen was clearly declared at the time of ordering and the item was prepared incorrectly
• A requested exclusion or modification was clearly submitted but not followed
• The wrong item was supplied
• An item was missing from the order
• A preparation error occurred that materially affects the order
All allergen information must be clearly provided at checkout. While we take care during preparation, our kitchen handles common allergens and cross contamination cannot be fully eliminated.
3. Verification, Safety and Fraud Prevention
To maintain food safety standards and prevent potential fraudulent claims, we may require:
• The item to be returned in an untouched condition where reasonably possible
• Clear photographic evidence of the issue
• The original order number and proof of purchase
If an item has been fully consumed, significantly tampered with, or disposed of without evidence, we may be unable to offer a refund or replacement.
This policy ensures fairness to both our customers and our business.
4. Timeframe for Reporting Issues
Any issue must be reported as soon as reasonably possible:
• For collection orders, ideally before leaving the premises
• For delivery orders, shortly after receiving the order
Complaints raised significantly later may not be eligible for review once the food has been consumed.
5. Situations Where Refunds Are Not Offered
We do not offer refunds for:
• Change of mind
• Incorrect items selected by the customer
• Failure to collect an order
• Incorrect delivery details provided by the customer
• Delays caused by traffic, weather, or circumstances outside our control
6. Refund Processing
Where a refund is approved, it will be issued to the original payment method only.
Processing times may vary depending on your bank or payment provider.
7. How to Contact Us
If you experience an issue with your order, you must contact us as soon as reasonably possible using one of our official contact methods:
• The Contact Us form available on our website
• Our official contact telephone number listed on our website
Please provide your order number, full name, and clear details of the issue so we can investigate promptly.
For quality assurance and dispute resolution purposes, telephone calls may be recorded where legally permitted.
We do not respond to automated messages, unsolicited communications, or bot generated enquiries. Only contact made through our official channels will be reviewed.