Refund Policy

Last updated: 26 July 2026

This Refund Policy applies to purchases made from Platterz N Prep through our website, by telephone or directly with our staff.

Fresh and Perishable Food

Our platters and meals are freshly prepared and are perishable. Because of this, customers do not normally have the right to cancel simply because they have changed their mind once preparation has begun.

This does not affect your statutory rights if your order is faulty, unsafe, not as described or otherwise not of satisfactory quality.

Cancelling or Changing an Order

Please contact us as soon as possible if you need to cancel or change an order.

If preparation has not begun and ingredients have not been specially ordered for your purchase, we will normally allow the order to be cancelled and provide a full refund.

Once ingredients have been specially ordered or preparation has begun, we may be unable to offer a refund for a cancellation or change of mind because the food is fresh, perishable and prepared for your order.

When You Are Entitled to a Refund

You may be entitled to a full or partial refund, replacement or other appropriate remedy if:

Your order is faulty, unsafe or not fit for consumption

Your order is significantly different from its description

You receive the wrong products

Products you paid for are missing

We cancel your order

We are unable to fulfil your order

Your order is not ready or provided due to an error by Platterz N Prep

We may offer a replacement instead of a refund where this is reasonable and acceptable to you.

Reporting a Problem

Please report problems as soon as reasonably possible after receiving or collecting your order.

Contact us with:

Your name and order number

Details of the problem

Photographs of the food or packaging, where appropriate

Details of any missing or incorrect products

Where reasonably possible, please keep the affected food and packaging until we have responded, as we may need further information to investigate the issue.

Collection Orders

Customers are responsible for collecting orders at the agreed date and time.

If you are delayed, please contact us immediately. Because our products are freshly prepared and perishable, refunds will not normally be provided when an order has been prepared correctly but the customer fails to collect it.

If an order cannot be collected because of an error by Platterz N Prep, we will offer a replacement, rearranged collection or refund as appropriate.

Refund Processing

Approved refunds will be returned to the original payment method unless otherwise agreed.

We will process an approved refund without undue delay and normally within 14 days. Your bank or card provider may take additional time to show the refund in your account.

Statutory Rights

Nothing in this Refund Policy limits or removes your rights under the Consumer Rights Act 2015 or other applicable consumer-protection law.

Contact Us

To request a cancellation, report an issue or ask about a refund, contact:

Platterz N Prep

21 Maxwellton Street

Paisley

PA1 2UF

Telephone: 07495 247834

Email: hello@platterznprep.co.uk