Refund & Cancellation Policy

Royal Spice Hut – Bangladeshi Halal Restaurant

Last Updated: 26 October 2026

1. Introduction

At Royal Spice Hut, customer satisfaction is important to us. We aim to prepare and serve fresh, quality food and provide a reliable dining, takeaway and ordering experience.

This Refund & Cancellation Policy explains how we handle cancellations, incorrect orders, missing items, food quality complaints and refunds.

Business Details

Restaurant: Royal Spice Hut
Operated by: OK UK Limited
Address: 698 High Road, Leyton, London, E10 6JP
Email: bablu2009@hotmail.co.uk
Telephone: 07950 254294
Website: royalspicehut.com

2. Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible.

• Before preparation: We will normally accept cancellation requests and issue a full refund if the order has not entered preparation.

• After preparation has started: Cancellation may not be possible because food is prepared fresh for each order.

• After collection or delivery: Change-of-mind cancellations are generally not accepted for freshly prepared, perishable food.

These conditions do not affect your statutory rights if food is faulty, incorrectly supplied or not as described.

3. Refunds for Incorrect or Missing Items

If your order contains incorrect or missing items, please contact us promptly.

Depending on the circumstances, we may:

• Provide the correct or missing items.

• Offer a replacement.

• Refund the affected items.

• Provide a full refund where legally appropriate.

Please provide your order details and, where possible, photographs to help us investigate.

4. Food Quality Complaints

We aim to prepare food to appropriate quality and safety standards.

If food is not of satisfactory quality, is unsafe or does not match its description, please contact us immediately.

We will review the issue and provide an appropriate remedy in accordance with the Consumer Rights Act 2015.

Where legally required, customers will receive a refund, replacement or other appropriate remedy.

5. Delivery Issues

Where delivery is available, customers should contact us if:

• Their order has not arrived.

• Food arrives damaged or spilled.

• Items are missing or incorrect.

• Food arrives in an unacceptable condition.

• Delivery is substantially delayed.

We will investigate and offer an appropriate resolution based on the circumstances and the customer's legal rights.

Where an order is placed through an independent delivery platform, customers may also use that platform's support system.

6. Collection Orders

Customers are responsible for collecting orders at the agreed or notified collection time.

If an order is not collected, a refund may not be available where the food was correctly prepared and made available for collection.

If the restaurant is unable to fulfil an accepted order, customers will be offered a suitable alternative or a refund.

Your statutory consumer rights remain unaffected.

7. Dine-In Refunds

If you experience a problem with your meal while dining at Royal Spice Hut, please inform a member of staff as soon as possible.

We will review the complaint and, where appropriate, offer a replacement dish, price reduction or refund.

A change of personal preference alone does not automatically entitle a customer to a refund where food has been correctly prepared, supplied as described and meets applicable quality standards.

8. Table Reservation Cancellations

Customers who need to cancel or change a table reservation should contact us as early as possible.

Reservations without a deposit may normally be cancelled without charge.

Where a booking deposit or cancellation charge applies, the amount and conditions will be communicated before the reservation is confirmed.

Any cancellation or no-show charges must be fair, proportionate and compliant with applicable UK consumer law.

9. Refund Processing

Where a refund is due:

• We will confirm the appropriate refund amount.

• Refunds will normally be made using the original payment method, unless the customer agrees otherwise.

• Statutory refunds will be processed without undue delay and within the legally required timeframe.

• The time taken for funds to appear in the customer's account may depend on their bank or payment provider.

We do not charge customers a fee for refunds to which they are legally entitled.

10. How to Request a Refund

If you experience an issue with your order or dining experience, please contact us.

Telephone: 07950 254294
Email: bablu2009@hotmail.co.uk

When contacting us, please provide:

• Your name and contact details.

• Order number or receipt, if available.

• Date and approximate time of purchase.

• A description of the problem.

• Supporting photographs, where relevant.

We encourage customers to report food-related concerns promptly so that we can investigate effectively.

A delay in reporting an issue does not automatically remove any statutory rights.

11. Third-Party Ordering Platforms

If you order Royal Spice Hut food through a third-party platform, the platform may have its own procedures for handling cancellations and refunds.

Please contact the platform or Royal Spice Hut using the contact information provided with your order.

Nothing in this policy removes any rights you have against the business legally responsible for your order.

12. Your Statutory Rights

This policy operates alongside your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.

Food supplied to customers must meet relevant legal standards, including being of satisfactory quality, fit for purpose and as described.

Freshly prepared and perishable food is generally exempt from the standard 14-day change-of-mind cancellation right for distance sales.

However, customers may still be entitled to a remedy where food is faulty, unsafe or incorrectly supplied.

Nothing in this policy excludes or restricts your statutory consumer rights.

13. Changes to This Policy

Royal Spice Hut may update this Refund & Cancellation Policy to reflect changes to our services, ordering arrangements or applicable law.

Any changes will be published on our website with an updated date.

14. Contact Us

For cancellations, refunds or order enquiries, please contact:

Royal Spice Hut
Operated by OK UK Limited

698 High Road, Leyton
London, E10 6JP

Phone: 07950 254294
Email: bablu2009@hotmail.co.uk
Website: royalspicehut.com

© 2026 Royal Spice Hut – OK UK Limited. All Rights Reserved.