Last Updated: January 1, 2025
At Felly Kitchen, we strive to ensure customer satisfaction with every order. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.
Refunds may be issued in the following circumstances:
Non-Delivery: If your order was not delivered and the vendor cannot provide proof of delivery.
Incorrect Order: If you received items that significantly differ from what you ordered (wrong dishes, missing items, or incorrect quantities).
Quality Issues: If the food received is spoiled, contaminated, or otherwise unfit for consumption.
Vendor Cancellation: If the vendor cancels your order after payment has been processed.
Refunds will not be issued in the following cases:
Change of Mind: Once an order is accepted by the vendor, it cannot be cancelled or refunded due to a change of mind.
Taste Preferences: Refunds are not provided for subjective taste preferences or spice levels unless the food is inedible.
Delivery Delays: Minor delays in delivery time do not qualify for refunds unless the delay exceeds 2 hours from the estimated time.
Incorrect Address: If delivery fails due to an incorrect or incomplete address provided by the customer.
Promotional Codes: Refunds do not include promotional discount amounts; only the amount paid is refundable.
To request a refund, you must contact us within 24 hours of delivery or the scheduled delivery time. Provide your order number, a detailed description of the issue, and photographic evidence if applicable (for quality or incorrect order issues). Contact us at [email protected] with your refund request.
All refund requests are reviewed on a case-by-case basis. We may contact the vendor to verify the issue and request additional information or evidence from you if needed. We aim to respond to refund requests within 2-3 business days.
Approved refunds will be processed to the original payment method used for the order. Refunds typically appear in your account within 5-10 business days, depending on your bank or card issuer. For partial refunds (e.g., missing items), only the affected portion of the order will be refunded.
In some cases, we may offer a partial refund or credit for future orders instead of a full refund. This applies when only part of the order is affected, the issue is minor but not severe, or you agree to accept a credit as compensation.
We take fraudulent refund claims seriously. Customers who repeatedly make false claims may have their accounts suspended or terminated. We reserve the right to deny refund requests that appear fraudulent or abusive.
Vendors are responsible for the quality and accuracy of their orders. Felly Kitchen acts as an intermediary and will work with vendors to resolve issues. In cases where vendors are at fault, refunds may be deducted from vendor payouts.
For catering orders and family trays (serving 10+ people), refund requests must be made within 2 hours of delivery. Due to the nature of large orders, we may offer replacement items or partial refunds instead of full refunds.
If you are not satisfied with the resolution of your refund request, you may escalate the matter by contacting our customer support team at [email protected]. We will review escalated cases and provide a final decision within 5 business days.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on the Platform. Your continued use of the Platform constitutes acceptance of the updated policy.
For refund requests or questions about this policy, please contact us:
Felly Medical Aesthetics Ltd
4 Rhode Street, Chatham, ME4 4AL, Kent, UK
Email: [email protected]