Refund policy

Returns, Refunds & Cancellations Policy

The Eden Garden Kitchen
📍 Trading Location: 2 Hale Road, Farnham, GU9 9QH
📧 theedengardenkitchen@gmail.com

1. Order Type & Service Overview

The Eden Garden Kitchen operates from a pizza van location at:

📍 2 Hale Road, Farnham, GU9 9QH

All website food orders are COLLECTION ONLY.
We do not offer home delivery.

We also provide catering services for private and public events, which are booked separately.

2. Food Orders – Collection Only (No Returns on Food)

Because all food is:

  • Freshly prepared

  • Hot

  • Perishable

  • Made to order

We do not accept returns or exchanges on food items once they have been collected.

This is in accordance with UK Consumer Contracts Regulations, which state that perishable goods (including hot takeaway food) are exempt from the standard right to return.

3. Incorrect, Missing or Unsatisfactory Food Orders

We take quality extremely seriously. If your order is:

  • Incorrect

  • Missing items

  • Damaged at collection

  • Or not of acceptable quality

You must raise the issue immediately at the time of collection or on the same day.

📧 theedengardenkitchen@gmail.com

Please include:

  • Full name

  • Order date and time

  • Description of the issue

  • Photos if applicable

Where appropriate, we may offer:

  • A replacement

  • A partial refund

  • A full refund

Refunds are issued at management discretion after review.

4. Failure to Collect / No-Shows

If you place a collection order and:

  • Do not arrive to collect

  • Arrive significantly late without notice

No refund will be issued, as the food is prepared fresh specifically for your order.

5. Catering, Private & Corporate Events

All catering bookings are subject to a separate booking agreement and deposit.

Deposits:

  • Deposits are non-refundable once your date is secured

  • Deposits cover:

    • Date reservation

    • Staff planning

    • Ingredient sourcing

    • Equipment allocation

Cancellations:

  • Cancellations with sufficient notice may be transferred to a new date (subject to availability)

  • Late cancellations may result in full loss of deposit

  • Final balances must be paid before the event date

If We Cancel:

If we are forced to cancel due to exceptional unforeseen circumstances (e.g. vehicle breakdown, extreme weather, serious illness), you will receive either:

  • A full refund

  • Or a rescheduled date at no extra cost

6. Non-Food Items (If Sold – Merchandise, Accessories, etc.)

If The Eden Garden Kitchen sells non-food items, we provide a 30-day return policy from the date you receive the item.

To be eligible for a return:

  • Item must be unused

  • In original packaging

  • With proof of purchase

To request a return:
📧 theedengardenkitchen@gmail.com

Return instructions and address will be provided once approved.

7. Non-Returnable Items

The following items cannot be returned:

  • All food & drink items

  • Custom or personalised items

  • Sale items

  • Gift cards

  • Perishable products

  • Booked catering services after confirmation

8. Refund Processing (Non-Food Items Only)

Once your non-food return is received and inspected:

  • You will be notified of approval or refusal

  • Approved refunds will be returned to your original payment method

  • Refunds may take up to 10 business days

  • If 15 business days have passed since approval, please contact us

9. EU 14-Day Cooling-Off Period (Non-Food Only)

If non-food merchandise is shipped into the European Union, you have the right to cancel within 14 days.

⚠️ This does NOT apply to food items or catering services, which are legally exempt.

10. Contact

For all returns, refunds, food issues, or catering questions:

📧 theedengardenkitchen@gmail.com
📍 2 Hale Road, Farnham, GU9 9QH