Refund policy

Refunds, Returns & Cancellation Policy

Potora Meals | Potora Ltd

At Potora Meals, every meal is freshly prepared with care in our Wigan kitchen. We take pride in the quality of our food and want every customer to enjoy their meals.

As we prepare and deliver fresh, chilled food, our refund and returns arrangements are slightly different from those of businesses selling non-perishable products.

Returns

Due to the perishable nature of our freshly prepared meals and food products, we cannot accept returns for a change of mind once orders have been delivered.

Fresh food products that are liable to deteriorate or expire rapidly are generally exempt from the standard 14-day cooling-off cancellation right under the Consumer Contracts Regulations 2013.

This does not affect your statutory rights if an item is faulty, damaged, unsafe or not as described.

Order Cancellations and Changes

We understand that plans can change.

If you need to cancel or amend your order, please contact us as soon as possible at potoramealswigan@gmail.com , quoting your order number.

We will do our best to accommodate changes or cancellations before your meals enter preparation.

Once ingredients have been committed to your order or food preparation has started, we may be unable to offer a cancellation or refund for a change of mind.

Any cancellation agreed by Potora Meals will be confirmed before a refund is processed. Your statutory rights remain unaffected.

Damaged, Incorrect or Missing Items

If something isn't quite right with your order, please let us know.

This includes:

• Missing meals or products
• Incorrect items delivered
• Damaged or leaking packaging
• Meals arriving in an unsatisfactory condition
• Any food safety or quality concerns

Please contact potoramealswigan@gmail.com as soon as possible, ideally within 24 hours of delivery, with your order number, details of the issue and photographs where possible.

This helps us investigate quickly and put things right.

Depending on the circumstances and your statutory rights, we may arrange a replacement, refund or another appropriate resolution.

The suggested 24-hour reporting period does not limit your legal rights.

Delivery and Unsuccessful Deliveries

Our regular delivery days are:

Wednesday: 10:00am–2:00pm

Sunday: 10:00am–2:00pm

Customers are responsible for providing accurate delivery details and ensuring that someone can receive their order or that suitable delivery arrangements have been agreed with us.

As our meals are delivered chilled, prompt refrigeration is important.

If we are unable to complete a delivery because of incorrect customer-provided information, an inaccessible property or the absence of agreed receiving arrangements, we will review the circumstances. Redelivery may be subject to an additional charge, and a refund may not be available where the failed delivery was caused by the customer.

If a delivery fails or is delayed due to an issue on our side, we will work with you to arrange an appropriate resolution in accordance with your consumer rights.

Food Storage and Safety

Our meals are freshly prepared, chilled and intended to be stored in the refrigerator promptly upon receipt.

Meals have a chilled shelf life of up to 4 days when stored correctly, subject to the use-by date displayed on the packaging.

Our meals can also be frozen. Please follow the storage, freezing and reheating instructions supplied with your meals.

We cannot take responsibility for deterioration caused by incorrect storage or handling after delivery, where the food was supplied in a satisfactory and safe condition.

If you have any concerns about the condition or safety of a meal, please do not consume it. Contact us so we can investigate.

Refund Processing

Where a refund is approved or legally required, it will normally be issued to the original payment method.

Refunds will be processed without undue delay and within any applicable statutory deadline. The time taken for funds to appear in your account may vary depending on your bank or payment provider.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

If goods are faulty, unsafe, not of satisfactory quality or not as described, you may be entitled to a refund or another legal remedy. For perishable food, the period during which goods can reasonably be rejected may be shorter than for non-perishable products.

Contact Us

For cancellations, refund requests or concerns about your order, please contact:

Potora Meals – Potora Ltd

Email: potoramealswigan@gmail.com

Website: www.potora.co.uk

We genuinely care about the food we prepare and the experience our customers have. If something isn't right, please get in touch so we can work towards putting it right.