Cancellations and problems
Refund Policy
Fresh food is prepared for pickup. This policy explains when you can cancel and what we will do if an order or payment goes wrong.
Last updated: 27 August 2026
Contact us promptly
If you need to cancel or report a problem, email info@pharaohsfood.co.uk as soon as possible. Include your order reference and the phone number used for the order, but never send card details.
You remain entitled to the remedies UK consumer law gives you when food is faulty, unsafe, not as described or not supplied with reasonable care and skill.
If you change your mind
We will try to cancel an order if you contact us before preparation starts. If we can stop the full order in time, we will refund the amount paid, including the online order fee.
Our food is prepared to order and is liable to deteriorate rapidly. Once we have accepted the order and preparation has started, the usual distance-selling change-of-mind cancellation right may not apply. We may therefore be unable to offer a change-of-mind refund at that stage.
This prepared or perishable food exception does not affect your rights where an order is faulty, unsafe, not as described, incorrect, incomplete, or not supplied.
If we cannot fulfil your order
Menu availability can change. If an ordered item is unavailable, we will contact you where practical. With your agreement, we may provide a suitable alternative of similar value. Otherwise, we will refund the unavailable item. We will not substitute an item without your agreement.
If we cancel the whole order, the full amount paid will be refunded, including the mandatory 10p online order fee.
Incorrect, missing or poor-quality food
Please tell us as soon as reasonably possible if an item is missing, incorrect, unsafe, not as described or has a quality problem. Keep the food and packaging where safe to do so, and provide a clear description or photo if it will help us assess the issue.
Depending on the circumstances and your legal rights, an appropriate remedy may be a replacement, a partial refund or a full refund. We will not ask you to consume food you reasonably believe is unsafe.
Failed, pending or duplicate payments
Payment is completed on the selected provider's hosted checkout. An interrupted checkout or a temporary bank authorisation does not necessarily mean that we received a successful payment.
Return to the order-status page or contact us with your order reference. We can check the recorded payment status without asking for your card number.
If our records confirm that the same order was charged more than once, we will arrange a refund of the duplicate charge. A bank or payment provider may also show a temporary pending authorisation that it later releases without a completed charge.
How refunds are made
Refunds for an online card order are normally returned to the original payment method. We will initiate an agreed refund without undue delay after we have the information needed to verify and approve it. The time it takes to appear after that depends on the payment provider and your bank; we do not promise a fixed provider processing time.
If only part of an order is affected, the refund will normally reflect that part. If the whole order is cancelled by us or a full refund is otherwise due, it includes the online order fee.
Orders not collected
Online orders are for pickup only and fresh food is made for the order. If you do not collect after we have prepared the food, a change-of-mind refund will not normally be available. Please contact us promptly if an unexpected problem prevents collection; we will consider the circumstances fairly without limiting any legal right you may have.
More information
See our Terms and Conditions for how an online order is formed. General official information about refund rights is available from GOV.UK.
You can print or save this page using your browser's print command.