Refund policy

MARTA’S KITCHEN – RETURN & REFUND POLICY

Last updated: [27/10/2025]

At Marta’s Kitchen, all our dishes are freshly prepared to order using seasonal ingredients. Because of the perishable nature of our products, we operate under a strict no-return and no-refund policy, except where an item is incorrect, damaged, or not as described.

We take great care in ensuring that every order meets our quality standards and is handled with attention and professionalism.

1. PERISHABLE ITEMS AND CUSTOM ORDERS

All food prepared by Marta’s Kitchen is perishable and made to order.
As such:

  • Returns or exchanges are not accepted for food products once collected or delivered.

  • Custom and event catering orders are non-refundable once confirmed, as ingredients and labour are allocated in advance.

  • We do not accept returns for change of mind, personal taste preferences, or requests to amend confirmed menus.

2. DAMAGES OR INCORRECT ITEMS

Please inspect your order upon delivery or collection.
If you believe your order is incorrect or has been damaged in transit, contact us within 24 hours at info@martaskitchen.co.uk with your order details and clear photos of the issue.

If your claim is approved, we will offer one of the following remedies at our discretion:

  • A replacement of the affected item(s)

  • A partial refund or credit note towards a future order

We cannot accept claims made more than 24 hours after delivery, as food freshness cannot be verified beyond that time.

3. NON-RETURNABLE ITEMS

We cannot accept returns or refunds on:

  • Perishable goods (all food and drink)

  • Custom or personalised catering orders

  • Gift cards or promotional items

  • Any items not stored or handled in accordance with our guidance after delivery

4. EVENT AND LARGE ORDERS

For larger catering or event orders, a non-refundable deposit (typically 50%) is required at the time of booking.
Once the full order is confirmed and paid, cancellation or reduction in quantity is not eligible for a refund, due to advance ingredient purchases and preparation scheduling.

5. REFUNDS (IF APPLICABLE)

If a refund has been approved in writing, we will process it using your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to post the refund.
If you have not received a refund after 15 business days, please contact us at info@martaskitchen.co.uk.

6. CONTACT INFORMATION

For any questions or to report an issue with your order, please contact:

Marta’s Kitchen
📧 info@martaskitchen.co.uk
🌐 www.martaskitchen.co.uk