Refund Policy

Last Updated: March 31, 2023

At FreshCloudOrchid, our commitment is to ensure customer satisfaction with every purchase. When you order from freshcloudorchid.sbs, we do our utmost to ensure that your meal is delivered to you fresh and as described on our menu. We understand that on rare occasions, a product might not meet your expectations, and it is important for us to address your concerns promptly. Below is our Refund Policy which outlines circumstances under which FreshCloudOrchid will offer a refund.

Incorrect or Incomplete Orders

If you receive an order that is incorrect or incomplete, please contact us within 2 hours of the delivery time at +44 20 7946 0958. We will assess the issue and, if we confirm a mistake on our part, we will either provide a replacement for the missing or incorrect items without any additional charge or issue a refund for the specific item(s) affected.

Quality Concerns

If your item is received in a substandard condition, we require that you notify us within 2 hours of receipt. Please provide a detailed description of the issue and, if possible, photographic evidence. If we verify that the item did not meet our quality standards, we will offer the choice of a replacement or a refund to your original payment method.

Order Cancellations

To cancel an order, please reach out to us immediately. Cancellations must be made before your order is in the baking process. Once an order is being prepared, we cannot accept cancellations as your meal is being made-to-order. If a cancellation is confirmed before preparation begins, you will receive a full refund in the original form of payment.

Non-Delivery or Late Delivery

In the case of non-delivery of your order or if your order arrives significantly later than the promised delivery time due to our fault, you may request a refund by contacting us. Late delivery due to external factors such as weather conditions or traffic that are beyond our control will not be eligible for a refund.

Refund Method and Processing Time

Refunds will be processed to the original method of payment within 7 to 10 business days from the confirmation date of the refund request. Please note that depending on your financial institution, it may take an additional 2-3 business days for the refund to be reflected in your account. If you have made your payment in cash, we will offer a refund in the form of store credit.

Exclusions

Any custom orders, promotional or discounted items are non-refundable. Gift cards, rewards points, and loyalty programs cannot be refunded or exchanged for cash, unless required by law.

Contacting Us

If you need to request a refund or have any questions regarding our Refund Policy, please get in touch with our support team at +44 20 7946 0958. We will be happy to assist you.

Please be aware that this Refund Policy may be updated at any time, and the latest version will be posted on our website. It is your responsibility to review our Refund Policy periodically.

Thank you for choosing FreshCloudOrchid, located at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom. We appreciate your business and look forward to serving you again.