Last updated: May 2026
At CrispyNest we want every customer to be happy with their order. If something goes wrong, here's exactly what we'll do about it.
🔥 Our promise: If your food is wrong, missing or poor quality — contact us and we will make it right.
| Situation | Refund? |
|---|---|
| Wrong items received | ✅ Full refund or replacement |
| Missing items from order | ✅ Refund for missing items |
| Poor quality food | ✅ Full refund or replacement |
| Order never arrived (delivery) | ✅ Full refund |
| Order significantly late | ⚠️ Case by case |
| Changed your mind after ordering | ⚠️ Only if not yet prepared |
| Order collected but didn't like it | ❌ Not eligible |
| Duplicate payment charged | ✅ Full refund of duplicate |
You are entitled to a full or partial refund if:
Contact us within 24 hours of receiving your order:
Please have ready:
Once approved, refunds are processed as follows:
You can cancel your order for a full refund only if preparation has not yet started. To cancel, contact us immediately on +44 7344 995047. Once food preparation has begun, cancellation is not possible.
Deliveries are handled by Uber Direct. If your order is delayed significantly or does not arrive:
We are unable to offer refunds in the following situations:
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. You are always entitled to food that is of satisfactory quality, fit for purpose and as described.