Shipping & Delivery Policy

Potora Meals | Potora Ltd

At Potora Meals, we believe good food should be convenient, delicious and made with care.

All our meals are freshly prepared in our commercial kitchen in Wigan and delivered chilled, ready for you to enjoy throughout the week or freeze for another day.

As our products are freshly prepared and perishable, we ask all customers to familiarise themselves with our delivery arrangements to help maintain the quality and safety of their meals.

1. Delivery Areas

Potora Meals offers local delivery across selected areas of Wigan and surrounding communities.

Delivery availability is determined by your postcode at checkout. If your address falls outside our delivery area, delivery may not be available.

We regularly review our delivery coverage as our business grows.

2. Delivery Days and Times

We deliver freshly prepared meals twice per week:

• Wednesday: 10:00am–2:00pm

• Sunday: 10:00am–2:00pm

Customers are expected to make themselves or a nominated person available during their selected delivery window.

We aim to deliver within these times. However, occasional delays may occur due to traffic, weather or unforeseen operational circumstances.

3. Ordering and Delivery Selection

Customers can select from the available delivery options when placing an order.

Orders must be placed before the applicable ordering deadline displayed on our website.

Please ensure your order details, delivery address, contact telephone number and selected delivery date are correct before completing payment.

If you require an amendment, please contact us as soon as possible. Once an order has entered preparation, changes or cancellations may no longer be possible, subject to your statutory rights.

4. Delivery Charges

Any applicable delivery charges are displayed at checkout before payment.

Charges may vary according to your delivery postcode and available delivery options.

Any additional charges for an agreed second delivery attempt will be communicated before being applied.

5. Customer Availability and Delivery Responsibilities

As Potora Meals delivers freshly prepared, chilled food, we ask customers to make suitable arrangements to receive their order during the full selected delivery window.

Customers are responsible for:

• Providing accurate delivery information and contact details.

• Making themselves or a nominated person available to receive their meals.

• Providing any necessary access instructions.

• Informing us in advance of special delivery arrangements.

• Refrigerating meals promptly upon receipt.

• Following the storage, use-by, freezing and reheating instructions on the packaging.

If you cannot be home during your selected delivery window, please arrange for someone to receive your order or contact us in advance to discuss alternative arrangements.

6. Unattended Deliveries

If nobody is available when our driver arrives, Potora Meals may leave the order unattended at the delivery address where it is considered safe and appropriate to do so.

Our drivers will use reasonable judgement when selecting a suitable location, considering accessibility, weather conditions and the chilled nature of the meals.

Where possible, we may contact the customer to inform them that their order has been delivered.

Customers are strongly encouraged to be available during the delivery window to minimise the time meals remain outside refrigeration.

If no suitable location is available, we may be unable to leave the order and will contact the customer to discuss alternative arrangements.

Customers should collect and refrigerate their meals promptly.

Leaving an order unattended does not automatically transfer legal responsibility for the goods to the customer or remove their statutory consumer rights.

7. Responsibility After Delivery

Once meals have been successfully handed over to the customer or their nominated recipient in a safe and satisfactory condition, the customer becomes responsible for their correct storage and handling.

Potora Meals cannot accept responsibility for food deterioration caused by:

• Incorrect refrigeration after receipt.

• Meals being left unrefrigerated after receipt.

• Incorrect freezing or defrosting.

• Improper reheating or handling.

• Consumption after the stated use-by date.

This applies where the meals were safe and satisfactory when supplied.

For unattended deliveries, customers are expected to collect their meals promptly. If meals have been left outside for an extended period or you believe they may no longer be at a safe temperature, please do not consume them and contact us immediately.

Any concerns about unattended deliveries will be reviewed in accordance with our food safety obligations and applicable consumer law.

Nothing in this section limits your statutory rights.

8. Food Storage, Shelf Life and Freezing

Our meals are freshly prepared and delivered chilled.

To maintain their quality and safety:

• Refrigerate meals promptly after delivery.

• Store meals at the temperature stated on their packaging.

• Follow the individual use-by dates displayed on each meal.

• Our meals have a chilled shelf life of up to 4 days, subject to their labelled use-by dates.

• Meals can be frozen for later use, following the freezing instructions.

• Follow the reheating instructions provided with each meal.

If a meal arrives damaged, at an unsuitable temperature or in a condition that raises food safety concerns, please do not consume it. Contact us promptly so we can investigate.

9. Missed Deliveries

If delivery cannot be completed because the address is incorrect, the property is inaccessible or there is no suitable location to leave the meals, our driver may attempt to contact the customer.

Due to the perishable nature of our products, a second delivery attempt cannot always be guaranteed.

Where an unsuccessful delivery results from customer-provided incorrect information or unsuitable receiving arrangements, an additional charge may apply if redelivery is possible.

Any entitlement to a refund, replacement or redelivery will be assessed according to the circumstances and applicable consumer law.

10. Delivery Delays, Damaged or Incorrect Orders

We take great care when preparing, packing and delivering every order.

If your delivery is significantly delayed, incorrect, incomplete or arrives damaged, please contact us as soon as possible.

Email: potoramealswigan@gmail.com

Please provide your order number, a description of the issue and photographs where helpful.

We will investigate and provide an appropriate resolution, which may include a replacement, refund or another remedy in accordance with your statutory rights.

11. Refunds and Cancellations

As our products are freshly prepared and perishable, returns and cancellations are subject to our Refunds, Returns & Cancellation Policy.

Fresh food products liable to deteriorate or expire rapidly are generally exempt from the standard 14-day change-of-mind cancellation right for online purchases.

This does not affect your rights if products are faulty, unsafe, damaged or not as described.

Please refer to our separate Refunds, Returns & Cancellation Policy for further information.

12. Your Consumer Rights

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

Potora Meals remains responsible for meeting its legal obligations regarding the safety, satisfactory quality and delivery of its products.

13. Contact Us

For delivery enquiries, order amendments or concerns about your meals, please contact:

Potora Meals – Potora Ltd

Email: potoramealswigan@gmail.com

Website: www.potora.co.uk

Location: Wigan, Greater Manchester, United Kingdom

Thank you for choosing Potora Meals and supporting our local business.

Freshly made in Wigan. Made with love.