Refund policy

RETURN AND REFUND POLICY

Last updated: 29/10/2026

Our meals are cooked fresh to order and delivered chilled, so we handle returns and refunds differently from most online shops. This policy explains what we can and can't do, and how to get help if something goes wrong.

1. NO RETURNS ON FRESH FOOD

Because our meals and Ready-To-Eat Chicken are perishable, we cannot accept returns or offer refunds if you change your mind once your order has been prepared. Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation right does not apply to goods that spoil quickly.

Please do not send any food back to us.

2. CHANGING OR CANCELLING AN ORDER

One-time orders: You can change or cancel your order free of charge before 3pm on the Sunday before your Thursday delivery. After 3pm Sunday, your meals are already being prepared and the order cannot be cancelled or refunded.

Weekly plans: You can cancel with 1 week's notice. Any delivery due within that notice period will still be sent and charged.

Monthly plans: You can cancel with 1 month's notice. Any deliveries due within that notice period will still be sent and charged.

To change or cancel, [log in to your account / email us at info@prepking.co.uk] before the cut-off.

3. IF SOMETHING IS WRONG WITH YOUR ORDER

We will put it right if your order:
- arrives damaged or leaking
- is missing items
- contains the wrong meals
- arrives warm (not chilled)
- arrives past its use-by date
- is faulty or not as described

How to report a problem:
1. Email us at info@prepking.co.uk within 48 hours of delivery.
2. Include your order number and clear photos of the problem, including the meal labels and packaging.
3. Keep the affected meals until we reply, unless they are unsafe to keep.

Once we have checked your claim, we will offer a replacement, a full or partial refund, or store credit for the affected items.

Claims made more than 48 hours after delivery may not be accepted, as we cannot be sure how the food has been stored.

4. LATE OR MISSING DELIVERIES

If your box hasn't arrived by the end of Thursday, please contact us that day. If the delay or loss was caused by us or our courier, we will send a replacement or refund you.

We cannot offer a refund if:
- the delivery address or contact details given were incorrect
- the box was left in the safe place or with the neighbour you chose
- nobody was available and the box was not collected or refrigerated in time

5. STORAGE

Please refrigerate your meals at 0–5°C as soon as they arrive and eat them by the use-by date on the label. We cannot offer refunds for food that has spoiled because it was stored incorrectly or eaten after its use-by date.

6. ALLERGIES

Allergen information is shown on every product page and label. Our kitchen handles all 14 major allergens, so we cannot guarantee any meal is free from traces. We cannot offer refunds for meals ordered in error by customers with allergies, so please check carefully before ordering.

7. HOW REFUNDS ARE PAID

Approved refunds are paid to your original payment method within 14 days. Depending on your bank, it may take a further 3–5 working days to appear in your account.

8. YOUR LEGAL RIGHTS

This policy does not affect your statutory rights. Under the Consumer Rights Act 2015, the goods you buy must be as described, of satisfactory quality and fit for purpose.

9. CONTACT US

Email: info@prepking.co.uk
Online: prepking.co.uk/pages/contact

We aim to reply to all messages within [2] working days.