Returns & Claims

Last updated: 24 September 2026

1. Before despatch

You may cancel at any time before we despatch. Any payment already made is refunded after deducting bank or transaction charges actually incurred. Once a parcel is booked with transport it cannot be cancelled, and transport already incurred is not refundable.

2. Shortage or damage in transit

Goods travel at your risk from the moment they are handed to transport, so a loss in transit is a claim against the transport company — and against the insurer, if you took insurance.

For that claim to work, two things must happen at the time of delivery:

• Check the parcel before signing, and get the shortage or damage written on the transport company's LR at that moment
• Tell us within 48 hours with photographs and the LR number

Without that remark on the LR, no transport company or insurer will accept the claim, and nothing can be done afterwards to create it.

Where a valid claim exists we follow it up with the transport company and insurer on your behalf and keep you posted. The claim is legally yours; the follow-up is ours.

For fragile items, breakage up to 5% is normal in transit and is not treated as a claim. We tell you which items this applies to before you order.

3. Wrong item or wrong quantity

If we send something you did not order, or the quantity does not match your bill, tell us within 48 hours of receipt with photographs. Where the mistake is ours, we correct it at our cost.

4. Problem with the product itself

We supply company-sealed packs and never open, decant or relabel them. Where a problem relates to the manufacture, composition or condition of a sealed pack, it is properly a matter for the company that made it.

We do not leave you to deal with that alone. Tell us and we take it up with the company for you, with batch numbers and bill references, and follow it through.

5. Stock rotation

Some companies allow unsold stock to be returned close to expiry. Where their terms allow it, we pass that on:

• Written approval from us before anything is sent back
• Original, unopened, sealed packs in saleable condition
• Traceable to one of our bills
• Return transport paid by you
• Value given as a credit note against your next order

It varies by company and by item. Ask about the specific items on your list and we will tell you honestly what is possible. Where a company does not allow it, neither can we.

6. What we cannot accept

Change of mind, taste preference, over-ordering or a menu change. Goods opened, decanted, repacked, relabelled or stored badly. Goods that cannot be traced to one of our bills. Items brought in specially for you, once we have confirmed the purchase. Delay caused by transport or by events outside our control.

7. How to raise anything

Write to hello@ready2chef.com or message us on WhatsApp with your bill number, photographs and the LR number where relevant. We reply within one working day.