Cancellation & Refund Policy

We want every order to be right. This policy explains how cancellations and refunds work. It doesn't affect your statutory rights under the Consumer Rights Act 2015.

Cancelling an order

• Because our food is freshly prepared and perishable, the usual 14-day "cooling-off" right for online purchases doesn't apply (Consumer Contracts Regulations 2013, regulation 28(1)(b)).
• Need to change or cancel? Call us straight away on 01392 660857. If the kitchen hasn't started preparing your order we'll cancel it and refund you in full. Once your food is being prepared or is on its way we may not be able to cancel.
• Orders that aren't paid within 30 minutes are cancelled automatically, and nothing is charged.

If we cancel your order

Occasionally we have to cancel — for example an item sells out, the kitchen has to close, or we can't deliver to the address. If that happens we'll let you know and refund the full amount, including the delivery fee.

Something wrong with your order?

If anything is missing, incorrect, or not up to standard, please contact us on the day of delivery (ideally within 2 hours) on 01392 660857 or admin@heavytree.co.uk, with your order number and, where possible, a photo. Depending on the problem we'll offer a replacement, a partial refund for the affected items, or a full refund.

We may not be able to refund if:

• the order was delivered as described and on time, but you changed your mind;
• no one was available to receive the delivery, or the address or phone number given was wrong;
• the issue wasn't reported on the day of delivery.

How refunds are paid

• Refunds go back to the card you paid with — we can't refund to a different card or in cash.
• We issue refunds straight away once agreed. Your bank usually shows them within 5–10 working days.
• You'll receive an email and a notification on your account when a refund is issued.