At Heat&Eat, we pride ourselves on delivering fresh, high-quality meals. However, due to the perishable nature of our products, we have outlined the following refund and pick-up policies to ensure customer satisfaction and food safety.
1. Refund Eligibility
We offer refunds or replacements under the following circumstances:
- Damaged or Spoiled Meals: If you receive meals that are damaged or spoiled at the time of delivery/pick-up, please contact us within 24 hours. We may require photographic evidence and, in some cases, the return of the product. Refunds or replacements will be issued after review.
- Incorrect Orders: If your order is incorrect, missing items, or does not match your purchase, please notify us within 24 hours of delivery/pick-up. We will replace the incorrect items or issue a refund based on your preference.
2. Non-Refundable Situations
Refunds will not be provided in the following situations:
- Customer Preference: Refunds are not available for dissatisfaction based on personal taste, portion size, or meal selection. We encourage customers to carefully review meal descriptions and ingredients before purchase.
- Expired or Mishandled Meals: Meals that have not been stored properly by the customer or are past their recommended 7-day refrigeration period are not eligible for refunds.
3. Pick-Up Policy
Customers who choose to pick up their meals must do so within the designated pick-up window. If a customer fails to collect their order on the scheduled pick-up day, the following steps will be taken:
- Day 1: The meals will be held in our refrigerator for one additional day.
- Day 2 – Day 7: If the meals are not collected after Day 1, they will be transferred to our freezer and stored for up to 7 days.
- After 7 Days: If the meals remain uncollected after 7 days in the freezer, they will be discarded, and no refund will be issued.
4. Refund Process
Refunds, if applicable, will be processed to the original method of payment within 7-10 business days. If you encounter any issues with your refund, please contact our customer service team at [email protected] or on +35058007063.