Refund Policy

Overview

At Humbeys Limited ("we", "us", "our"), we aim to serve high-quality food and provide excellent customer service every time. If something is not right with your order, we want to hear about it and resolve it fairly and promptly.

This Refund Policy explains when refunds, replacements, credits or other remedies may be available for purchases made in our restaurant, through our website, via click and collect, or through delivery orders.

Nothing in this policy affects your statutory rights under consumer protection law in England and Wales.

Food orders

Due to the perishable nature of food, orders generally cannot be cancelled or refunded once preparation has begun, the order has been dispatched for delivery, or the order has been collected or delivered to you.

However, we will consider refunds, replacements or credits in appropriate circumstances as set out below.

When we may offer a refund or remedy

We may provide a full or partial refund, a replacement, or account credit where any of the following apply:

Incorrect orders

You receive incorrect items, missing items, or incorrect customisations that differ from what you ordered.

Quality issues

Food is significantly below a reasonable quality standard, is unsafe to eat, is spoiled or contaminated, or is materially different from the description shown at the time of ordering.

Delivery problems

An order is not delivered at all, delivery is unreasonably delayed beyond an acceptable timeframe, or food arrives in an unusable condition as a direct result of delivery handling.

Duplicate charges

You are charged more than once for the same order in error.

When refunds may not be available

Refunds may not be provided in the following situations:

• You change your mind after preparation of your order has begun.
• Incorrect delivery address or contact information was provided at the time of ordering.
• You fail to collect a click and collect order within a reasonable time.
• Delivery could not be completed because you were unavailable or uncontactable.
• The concern relates solely to personal taste preferences rather than a quality defect.
• Minor variations occur in appearance or presentation that do not affect food safety or quality.
• Claims are raised an unreasonable amount of time after the order was delivered or collected.

We reserve the right to investigate all refund requests before a decision is made.

Allergies and dietary requirements

Customers are responsible for informing us clearly of any allergies or dietary requirements before placing an order. While we take reasonable precautions, our kitchen handles allergens including nuts, dairy, gluten, eggs, sesame and others, and cross-contamination cannot be completely eliminated.

We may decline liability for allergic reactions where allergen information was not disclosed to us prior to the order being prepared.

For guidance on food allergies and eating out, please visit the Food Standards Agency at food.gov.uk/safety-hygiene/allergy-and-intolerance.

How to report a problem

To help us investigate and resolve issues as quickly as possible, please contact us as soon as you can after receiving your order. When getting in touch, please provide:

• Your order number or reference.
• The name used when placing the order.
• A clear description of the issue.
• Photographs where relevant and reasonably practicable.

We may be unable to investigate claims that are raised a significant amount of time after the order was completed.

How refunds are processed

Where a refund is approved, it will normally be issued via the original payment method used at the time of purchase. In some cases we may offer store credit or a replacement order as an alternative remedy.

Refunds to payment cards are subject to processing times set by your bank or payment provider, which can typically take 3 to 10 working days. We have no control over these timescales once a refund has been issued from our side.

Third-party delivery platforms

If your order was placed through a third-party delivery platform such as Uber Eats, Deliveroo or Just Eat, your refund request may need to be raised directly with that platform in accordance with their own refund policies. We will cooperate with those platforms in any investigation relating to orders fulfilled by us.

Where we are made aware of a legitimate issue through a delivery platform, we will work with the platform to ensure a fair outcome.

Fraudulent or abusive claims

We take fraudulent or abusive refund claims seriously. We reserve the right to refuse refund requests where fraud or misuse is suspected, to limit or decline refunds where patterns of abuse are identified, and to suspend accounts or restrict service to individuals engaging in dishonest activity. Evidence relating to suspected fraud may be retained and used for fraud prevention and, where appropriate, legal purposes.

Your consumer rights

Nothing in this Refund Policy is intended to limit or exclude your statutory rights as a consumer under applicable law in England and Wales, including rights under the Consumer Rights Act 2015.

For independent advice on your consumer rights, please visit Citizens Advice at citizensadvice.org.uk/consumer.

Changes to this policy

We may update this Refund Policy from time to time. Updated versions will be published on our website with a revised effective date. We encourage you to review this page periodically.

Contact us

If you have a question about this policy or need help with an order, please get in touch:

Humbeys Limited
158 Grattan Road
Bradford
BD1 2HS

Email: eat@humbeys.com