Refund & Returns Policy

Refund & Returns Policy

At Thai food 2U, we take care to ensure all products are packed carefully and delivered in good condition. Please read our policy carefully before placing an order.

1. Damaged, Missing, or Incorrect Items

If you receive a damaged, missing, or incorrect item, you must report it within 12 hours of delivery.

To make a claim, customers must provide:

• Clear photos of the damaged item

• Video evidence clearly showing the issue

• Photos of the packaging and delivery label

• Order number

Claims submitted without photo and video evidence will not be accepted.

We reserve the right to reject claims if the evidence provided is unclear or incomplete.

2. Fresh and Perishable Products

Fresh items (including vegetables, herbs, fruit, meat, seafood, and chilled products) are perishable and must be checked immediately upon delivery.

Any issues with fresh products must be reported immediately on the same day of delivery with photo and video evidence.

Due to the nature of perishable goods:

• Complaints made later than the delivery day will not be accepted

• Products that have been stored incorrectly after delivery are not eligible for refund

3. Refund or Replacement Decision

Once we review the evidence, we may offer one of the following:

• Partial refund

• Full refund

• Replacement item

• Store credit

The final decision will be made by [Your Store Name] after reviewing the claim.

Refunds will normally be issued to the original payment method within 5–10 business days.

4. Non-Refundable Situations

Refunds or replacements will not be provided in the following situations:

• Claims made after the reporting timeframe

• No photo or video evidence provided

• Products that have been consumed, opened, or partially used

• Damage caused after delivery

• Dissatisfaction with taste, preference, or personal expectation

• Minor packaging damage that does not affect the product inside

5. Delivery Responsibility

Customers must ensure:

• Someone is available to receive the delivery

• Perishable items are stored appropriately immediately after delivery

We are not responsible for spoilage or damage if orders are left unattended for extended periods after delivery.

6. Order Cancellations

Orders cannot be cancelled once they have been:

• Packed

• Dispatched

• Prepared for delivery

This is due to the perishable nature of many grocery items.

7. Consumer Rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015.