Because most of what we sell is freshly prepared and perishable, our refund policy is designed to be clear and fair. By placing an order you accept the policy below.

1. Perishable and custom items

Pastries, cakes, food trays, drinks and other freshly-prepared items are perishable. Once preparation has started or the order has been collected/delivered, refunds are not normally available unless the item is faulty.

2. Cancellation notice

• Standard orders: cancellations are accepted free of charge if requested before preparation has started. After that, partial or no refund may apply.
• Catering and cooking services: cancellations within 48 hours of the event may not be refundable as ingredients and staff will already be committed.

3. Faulty or incorrect items

If something is wrong with your order, please contact us within 24 hours of receiving it, with photos where possible. We will replace the affected item or issue a refund where appropriate.

4. Failed payments

If a Secure Online Payment fails, no order is created and no charge is taken. You can try again or switch to Payment on Delivery.

5. Payment on Delivery

For Payment on Delivery orders, no refund is required if the order is cancelled before preparation begins. Once prepared, the order may still be chargeable.

6. Secure Online Payment refunds

Approved refunds for Secure Online Payment orders are issued back to the original payment method through our payment provider (Stripe). Refunds typically appear within 5–10 working days, depending on your bank.

7. How to request a refund or cancellation

Please contact us as early as possible using the details on our Contact page, with your order number and the reason for the request.

8. Your statutory rights

This policy does not affect your statutory rights under UK consumer law. HEDEO FOODS is committed to resolving any issue fairly and promptly.