This policy explains when you can cancel an order, and when you may be entitled to a refund. It applies to all orders placed with C.K. (FAST FOOD SUPPLIERS) LIMITED, trading as New Ocean City.
1. Cancelling An Order
Because our food is freshly prepared to order, cancellation is only possible before preparation begins.
- Before preparation starts: You may cancel by telephone on +44 114 257 1652. If payment has already been taken, we will refund it in full.
- After preparation has started: Orders cannot normally be cancelled, because the food has been made specifically for you.
2. When You Are Entitled To A Refund
You may be entitled to a full or partial refund where:
- Your order does not arrive, or arrives substantially later than the estimated time, and this is our fault.
- Your order is incomplete, or contains items you did not order.
- The food is not of satisfactory quality, or is not as described.
- You were charged incorrectly.
- You were unable to place a valid order due to a technical error on our website and were charged in error.
3. When A Refund Is Not Available
A refund will not normally be given where:
- You simply changed your mind after the food had been prepared.
- You failed to tell us about an allergy or dietary requirement before ordering.
- The order could not be delivered because the address provided was incorrect or incomplete, or nobody was available to receive it.
- The issue is with a third-party delivery arrangement outside our control, where we have acted reasonably.
4. How To Request A Refund
Contact us as soon as possible — ideally on the same day — on +44 114 257 1652 or by email at [email protected]. Please have your order number to hand and describe the problem clearly.
We may ask you to provide a photograph of the item concerned so that we can investigate the issue properly.
5. How Refunds Are Made
- Approved refunds are made to the original payment method used for the order.
- Refunds are normally processed within 3 to 5 working days of approval, though your bank may take longer to show the credit.
- Where only part of an order is affected, we may refund that portion rather than the whole order.
- We may offer a replacement or a credit as an alternative to a cash refund, but you are not obliged to accept it.
6. Card Disputes
If you believe a charge was made in error, please contact us first — most issues can be resolved quickly. If we are unable to resolve the matter, you may raise the issue with your card issuer.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and related UK legislation.
8. Contact
C.K. (FAST FOOD SUPPLIERS) LIMITED
70 Northumberland Avenue, Hull, HU2 0JB, United Kingdom
Telephone: +44 114 257 1652
Email: [email protected]