Refund Policy

Order Accuracy & Customer Satisfaction

 
At TOC WAKEFIELD LTD, we are committed to delivering high-quality, freshly prepared Chinese cuisine and ensuring every order meets our strict quality standards. Due to the perishable nature of prepared food, all refund requests are reviewed on a case-by-case basis in accordance with the following terms.
 
 

Refund Eligibility

 
Refunds may be considered under the following circumstances:
 
  • Incorrect, missing, or incomplete items reported within 24 hours of order collection/delivery
  • Food quality issues (e.g., spoilage, undercooking) reported promptly with supporting evidence (photos, order details)
  • Orders canceled by the customer before kitchen preparation has commenced (verified by our order management system)
  • System errors resulting in duplicate charges or failed order processing
 
 

Non-Refundable Situations

 
No refunds will be approved for:
 
  • Change of mind requests made after food preparation has started
  • Incorrect orders placed by the customer (e.g., wrong menu items, delivery address, or special instructions)
  • Orders that have been fully collected, delivered, or consumed
  • Requests made beyond 24 hours of order completion
  • Minor discrepancies in portion size or seasoning preferences that do not constitute a quality failure
 
 

Refund Process

 
To initiate a refund request:
 
  1. Contact our customer service team via email at tocwakefield@hotmail.com or phone at +44 7477 499305
  2. Provide your full order number, date/time of purchase, and a clear description of the issue
  3. Attach relevant supporting documentation (e.g., photos of incorrect/missing items) if applicable
  4. Our team will review your request within 2 business days and notify you of the outcome
 
Approved refunds will be processed to the original payment method used at checkout. Processing times may vary depending on your payment provider, typically taking 3–5 business days to reflect in your account.
 
 

Additional Terms

 
  • All refund decisions are final and at the sole discretion of TOC WAKEFIELD LTD
  • We reserve the right to request additional information or evidence to validate refund claims
  • This policy is subject to change without prior notice; the version published on our website at the time of your order will govern your request