Flame and Flavor Return & Refund Policy
At Flame & Flavor, your satisfaction is our priority. We take great care in preparing and delivering your delicious meals. Due to the perishable nature of our food and takeaway items, our return and refund policy is as follows:
1. No Returns for Change of Mind:
- We do not accept returns or offer refunds if you simply change your mind after placing an order or once the food has been prepared and delivered/collected. Perishable food items cannot be restocked or resold for health and safety reasons once they have left our premises.
2. Returns/Refunds for Quality Issues or Errors:
However, we are committed to ensuring you receive exactly what you ordered, prepared to our high standards. Under the Consumer Rights Act 2015, you are entitled to a resolution if your order is:
- Incorrect: You received an item different from what you ordered (e.g., wrong dish, wrong size).
- Missing Items: An item you paid for is not included in your order.
- Not of Satisfactory Quality: The food is spoiled, undercooked, cold (when it should be hot), or otherwise not fit for consumption upon receipt.
- Damaged: The order arrived significantly damaged or spilled, making it inedible.
. How to Report an Issue (Crucial for Fast Food):
If you experience any of the issues listed above, please contact us as soon as you get your order.
- Call us directly at: +447308194074
– This is the quickest way to resolve food-related issues.
- Email us at: info@flameandflavor.co.uk
When contacting us, please provide:
- Your Order Number.
- A clear description of the issue.
- Photographic evidence if possible (e.g., photo of the incorrect item, spilled food, damaged packaging). This helps us understand and address the problem effectively.
4. Our Resolution Process:
Upon reviewing your legitimate complaint, Flame & Flavor will offer a fair resolution, which may include:
- Replacement: We will arrange for a replacement of the incorrect, missing, or unsatisfactory item(s) to be sent to you.
- Partial Refund: A refund for the specific incorrect, missing, or unsatisfactory item(s).
- Full Refund: A full refund for your order if the entire meal is unusable or significantly affected by the issue.
5. Time Limit for Reporting Issues:
Given the perishable nature of our products, all issues must be reported within [e.g., 30 minutes to 1 hour, or “on the same day”] of your order being delivered or collected. Reports made outside this immediate window may be more difficult to verify and resolve.
6. Proof of Purchase:
All refund or replacement requests must be accompanied by valid proof of purchase (e.g., your order confirmation email or receipt).
7. Contact Us:
If you have any questions about our return and refund policy, please do not hesitate to contact us:
Flame & Flavor
- 108 SHIRLEY HIGH ST,SOUTHAMPTON,S016 4EZ
Southampton, UK
Phone: +447308194074
Email: info@flameandflavor.co.uk
