Refund Policy

Last updated: 29/09/2026

At Five Star Catering, we want every customer to be happy with their order. This Refund Policy explains how cancellations, refunds and order issues are handled.

1. Cancellation by the Customer

If you need to cancel an order, please contact us as soon as possible.

Because catering orders often require advance preparation and the purchase of ingredients, the amount refundable may depend on how much notice we receive before the collection date.

For larger or bespoke catering orders, cancellation terms may be agreed separately at the time of booking.

2. Refunds

Where a refund is approved, it will normally be made using the original payment method.

Please allow reasonable processing time for the refund to appear in your account, depending on your payment provider.

3. Incorrect or Missing Items

If an item is missing or there is an issue with your order, please contact us as soon as possible, ideally before leaving the collection location.

We will review the issue and, where appropriate, offer a suitable resolution.

4. Food Quality Issues

If you believe there is a genuine issue with the quality or condition of an item, please contact us as soon as possible after collection.

Please provide details of the issue and, where appropriate, photographs so that we can investigate.

5. Allergies and Dietary Requirements

Customers must inform us of any allergies or dietary requirements before ordering.

If an allergy or dietary requirement was not disclosed to us before the order was prepared, we cannot accept responsibility for issues arising from information that was not provided.

6. Collection-Only Service

As our service is collection only, customers are responsible for the safe transportation and storage of food after collection.

We cannot accept responsibility for food that has been damaged, improperly transported or incorrectly stored after it has left our premises.

7. Non-Collection

If an order is not collected at the agreed time and the customer has not contacted us, the order may be disposed of for food safety reasons.

Refund eligibility in these circumstances will depend on the individual circumstances and the amount of preparation already completed.

8. Statutory Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law.

9. Contact Us

For questions regarding cancellations, refunds or an issue with your order, please contact:

Five Star Catering
Email: shahid_khan0344@yahoo.com
Telephone: 01922 622237