This policy covers cancelling an order from Oliver Fish Bar, and what happens when something is wrong with it.
Food is prepared to your order, so it is exempt from the 14-day right to cancel that applies to most online purchases — that exemption is in the Consumer Contracts Regulations 2013, and it exists because a cooked meal cannot be resold.
In practice:
Tell us as soon as you can, and on the same day — food is not something we can assess days later.
If an order arrives late, incomplete, cold, or not what you ordered, we will put it right: remake the item, or refund it. Which of those we offer depends on the problem and on the time, and we will agree it with you rather than decide for you.
Please keep the item where you can. We may ask for a photograph, and for anything that was not fit to eat we may ask to collect it.
Refunds go back to the card you paid with. We cannot send a refund to a different card or to a bank account.
We process refunds within three working days of agreeing one. Your bank then takes its own time — usually three to five working days, sometimes longer — and that part is out of our hands.
Where you paid cash on collection or delivery, we will refund in cash or by bank transfer, as you prefer.
If we cannot verify that you are 18 or over, we will refuse to hand over alcohol or another age-restricted item. The rest of the order stands, and the refused item is refunded less any cost we have already incurred.
If we cannot put it right between us, nothing in this policy affects your rights under the Consumer Rights Act 2015, or your right to raise it with your card provider.
