Last updated: 6 August 2026

All our dishes are freshly prepared to order, so this policy works a little differently to a typical returns policy for physical goods. Please read below for how cancellations, mistakes and quality issues are handled. This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Order cancellations

Because we start preparing food as soon as an order is placed, cancellations can usually only be accepted if you contact us immediately by phone on 01483 838378. If preparation has already started, we may not be able to cancel or refund the order.

Food is not returnable

As food is perishable and made fresh for you, we cannot accept returns or exchanges once an order has been prepared or delivered, except where the order is faulty, incorrect, or otherwise not as described below.

When you’re entitled to a refund or replacement

We want you to be happy with your order. We’ll offer a replacement or a full/partial refund where:

You received the wrong dish, or an item from your order was missing.
Your order arrived in poor condition (e.g. spilled, cold when it shouldn’t be, or damaged in transit).
There’s a genuine quality issue with the food.
Your order didn’t match a stated allergen or dietary requirement that we got wrong.
Delivery was excessively delayed beyond our stated time with no communication from us.

We’re unable to offer refunds for a simple change of mind once an order has been placed and preparation has started, or for taste preference where the dish was prepared correctly and as described.

How to request a refund

Please contact us within 24 hours of receiving your order:

Phone: 01483 838378
Email: info@pakafghanrestaurant.co.uk

Please include your order number, a description of the issue, and — where possible — a photo of the item (this helps us investigate and resolve quality or delivery issues quickly). We’ll aim to respond within 24 hours.

Refund method and timing

Approved refunds are issued back to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

Allergens

All our dishes are prepared in a kitchen that handles a range of allergens, including gluten, dairy, nuts and sesame. If you have a food allergy or intolerance, please contact us before ordering so we can advise you — call 01483 838378 before placing your order.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, including your right to goods (food) that are of satisfactory quality, fit for purpose, and as described.

Contact us

Questions about an order? We’re here to help — call 01483 838378 or email info@pakafghanrestaurant.co.uk.

Refund and Returns Policy