REFUND POLICY

At DOFORNO, we want every customer to be happy with their food and experience. This Refund Policy explains when refunds, replacements or other remedies may be available.

Nothing in this policy affects your statutory rights.

1. Freshly prepared food

Most of our products are freshly prepared, made to order and/or perishable. Because of this, we may not be able to cancel, refund or amend an order once it has been accepted and preparation has started.

If you need to cancel or change an order, please contact us immediately.

2. When refunds may be available

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

the food you receive is faulty, unsafe or not of satisfactory quality;

the item is not as described;

you receive the wrong item;

part of your order is missing;

your order cannot be fulfilled after payment has been taken.

Please contact us as soon as possible so we can look into the issue.

3. Reporting a problem

If there is a problem with your order, please contact us within 24 hours of receiving it where possible.

Please provide:

your name;

order number or proof of purchase;

date and time of order;

details of the issue;

photos of the food or packaging, where relevant.

This helps us resolve the issue quickly.

4. Refunds for change of mind

Because our food is freshly prepared and perishable, we usually cannot offer refunds simply because you have changed your mind, ordered the wrong item or no longer want the food once preparation has started.

5. Collection orders

If you do not collect your order at the agreed time, the food may no longer be suitable for resale or later consumption. In these circumstances, we may be unable to offer a refund.

6. Delivery orders

If delivery is available, please ensure your address, phone number and delivery instructions are correct.

We may be unable to refund orders where delivery fails because:

the address provided was incorrect;

no one was available to receive the order;

we could not contact you using the details provided;

access to the delivery location was not possible.

If a delivery issue is caused by us, we will review the situation and may offer a refund, replacement or credit.

7. Third-party delivery or ordering platforms

If you placed your order through a third-party platform, such as a delivery app or booking/order provider, you may need to request your refund directly through that platform. Their own refund terms may apply.

We will still do our best to help where appropriate.

8. How refunds are paid

Where a refund is approved, it will usually be made to the original payment method. Processing times may vary depending on your bank, card provider or payment platform.

9. Contact us

To request help with an order or refund, contact: