Refund Policy

Problems with your order

If there is a problem with your food or drink, please tell our team as soon as possible so we can put it right. For online orders, include your order number and details of the issue. Where an item is faulty, unsafe or not as described, we will provide the remedy you are entitled to, including a refund where required. Contact clarascocina@gmail.com or call 07557 343355. This policy does not affect your statutory rights.

Food orders and cancellations

Please call us promptly if you need to change or cancel an order. If preparation has not started, we will cancel it and refund your payment. Once preparation has started, cancellation or a change-of-mind refund may not be possible. Freshly prepared and perishable food is generally excluded from the usual 14-day online cooling-off right. Please collect at your chosen time; missed collections are not automatically refundable. If we cannot fulfil your order, we will offer an alternative you accept or refund the unavailable items.

Catering bookings and refunds

Catering and private-event cancellation terms, including any deposit, will be agreed in writing before you book. Please contact us as soon as plans change. Any cancellation charge will reflect the agreed terms and reasonable losses, taking account of costs saved or a replacement booking. If we cancel and cannot agree a suitable alternative, we will refund payments for the services not provided. Approved refunds are returned to the original payment method wherever possible; your bank or payment provider may take additional time to process them.