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Refund Policy

​​Last Updated: 01 September 2025

 

At Mi Madre, we aim to provide fresh, high-quality food and excellent service. If something goes wrong, we want to put it right quickly. This Refund Policy explains when you may be entitled to a refund or replacement if you place an order with us online.

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1. Your Rights
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As a consumer, you have legal rights under the Consumer Rights Act 2015. These include the right to receive goods that are:

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  • of satisfactory quality,

  • fit for purpose, and

  • as described.

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Because our products are perishable food items, you do not have the usual “14-day cooling-off period” to change your mind under the Consumer Contracts Regulations 2013. Once an order has been prepared or delivered, you cannot cancel simply because you change your mind.

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2. When You May Be Entitled to a Refund or Replacement
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We will provide a refund, partial refund, or replacement if:

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  • The wrong item was delivered.

  • An item is missing from your order.

  • The food is not of satisfactory quality (e.g. cold, spoiled, or unsafe to eat).

  • Your order does not arrive within a reasonable time.

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3. How to Request a Refund
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If you experience an issue with your order:

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1. Contact us within 24 hours of receiving your order by:

  • Email: hello@mimadre.co.uk

  • Order reference: Please provide your order number, details of the problem, and, if possible, a photo of the item(s).​

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2. We will assess your request and may offer:

  • a replacement item,

  • a partial refund, or

  • a full refund (depending on the circumstances).

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Refunds are normally processed within 5–10 working days to the original payment method.

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4. Limitations
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  • Refunds will not be given where you change your mind after placing an order, or if you fail to collect your order at the agreed time.

  • If we reasonably believe an item has been consumed or handled improperly after delivery, we may not provide a refund.

  • Refunds are at our discretion where no evidence (such as a photo) is available.

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5. Contact Us
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If you have any questions about this Refund Policy or wish to request a refund, please contact us at hello@mimadre.co.uk

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