Because most of what we sell is freshly prepared and perishable, our refund and cancellation policy is designed to be clear and fair. Please read it carefully before placing an order. By ordering from HEDEO FOODS you accept the terms below.

Please note: the 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to goods that are liable to deteriorate or expire rapidly — which includes the freshly-prepared and perishable food products we sell. Your cancellation rights are set out in this policy.

1. Perishable and freshly-prepared items

All food products sold by HEDEO FOODS are perishable and prepared fresh. Once preparation has begun, or once an order has been collected or delivered, we are unable to offer a refund unless the item is faulty, not as described, or not of satisfactory quality (see section 5 below).

2. Standard food order cancellations

If you need to cancel a standard food order (individual items, food packs, pastries, cakes, etc.):

• Before preparation begins: contact us immediately. If we can confirm preparation has not started, we will cancel the order and issue a full refund.
• After preparation has begun: cancellations may not be possible, and a refund may not be available. We will use our discretion depending on the stage of preparation.
• After collection or delivery: refunds are not available for perishable items, except where the item is faulty or incorrect (see section 5).

To cancel, contact us as early as possible with your order number using the details on our Contact page.

3. Catering and cooking service cancellations

Catering events and private cooking services require significant advance preparation, ingredient procurement and staff commitment. The following cancellation terms apply:

• More than 48 hours before the event: cancellation is accepted. A full refund will be issued unless a non-refundable deposit was agreed at the time of booking.
• Within 48 hours of the event: cancellations at this stage are unlikely to be refundable. Ingredients will have been sourced and staff arrangements made. We may, at our discretion, offer a partial credit or reschedule where circumstances allow.
• Day-of cancellations: no refund is available. All costs will already have been incurred.

All catering and cooking bookings should be confirmed in writing. We strongly recommend contacting us as early as possible if your plans change.

4. Faulty or incorrect items

If your order arrives in a condition that is not of satisfactory quality, is not as described, or contains incorrect items, please contact us within 24 hours of receiving your order. Where possible, please include photographs of the affected items. We will assess each case fairly and offer one of the following resolutions:

• A replacement item (where feasible given preparation lead times).
• A partial or full refund for the affected item(s).
• A credit toward a future order.

We may not be able to offer a remedy if we are not contacted within 24 hours of delivery or collection, as the perishable nature of the products makes independent verification difficult.

5. Non-delivery due to our fault

If we fail to deliver your order through our own fault (for example, we are unable to fulfil the order due to circumstances on our end), you will receive a full refund. We will contact you promptly if we are unable to fulfil a confirmed order.

6. Failed online payments

If a Secure Online Payment (via Stripe) fails, no order is created and no charge is taken from your account. You may retry with the same or a different payment method, or switch to Payment on Delivery.

7. Refunds for online payments (Stripe)

Where a refund is approved for an order paid online via Stripe, the refund will be issued back to the original payment method. Refund processing times depend on your bank or card provider, but typically take 5–10 working days to appear in your account. We have no control over your bank's processing time once the refund has been initiated on our end.

8. Payment on Delivery — cancellations and refunds

For orders placed with Payment on Delivery:

• If cancelled before preparation begins, no payment is required and no charge will be made.
• If cancelled after preparation has begun, the order may still be chargeable at our discretion, as costs will have been incurred.
• If an item is faulty or incorrect, the same resolution process applies as in section 5.

9. How to request a cancellation or refund

To request a cancellation or refund, please contact us as soon as possible with the following information:

• Your order number (found in your confirmation email or order tracking page).
• A description of the issue.
• Photographs where relevant (e.g. faulty or incorrect items).

You can reach us via our Contact page. We aim to respond to all refund and cancellation requests within 1 business day.

10. Your statutory rights

This policy does not affect your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015. HEDEO FOODS is committed to resolving any issue fairly and promptly. If you are not satisfied with our response, you may be entitled to seek further redress under applicable UK law.

11. Contact

For all refund and cancellation enquiries, please contact us via our Contact page.