Returns and Cancellation Policy

Last updated: 10 November 2026

We take care in preparing and packing every order. If you need to cancel or something is wrong, please contact:

Email: enquiries@fletchersrestaurant.co.uk
Telephone: 01752 201523

Correspondence and returns address:
Mama Fletch Ltd trading as Fletcher’s Restaurant
Gill Akaster House
27 Princess Street
Plymouth
PL1 2EX

This policy applies to online shop purchases. Restaurant reservations have separate cancellation conditions.

1. Cancelling before your order is accepted

You may withdraw your order without charge before we accept it. We will refund any payment received.

Please contact us promptly and provide your order number if available.

2. Changing your mind about eligible goods

For goods covered by the statutory cancellation right, you may cancel without giving a reason from the time the contract is made until 14 days after the day you, or your nominated recipient, receive them.

For eligible online orders collected from the restaurant, the period runs from the day after collection. Where goods from one order are delivered separately, the applicable period generally runs from receipt of the last goods.

Tell us within the cancellation period using the contact details above. You may use the form below, but any clear statement of cancellation is sufficient.

Send or hand back the goods without undue delay and within 14 days after notifying us.

3. Exceptions for certain goods

The statutory change-of-mind cancellation right does not apply to goods liable to deteriorate or expire rapidly, or to goods genuinely made to your specifications or clearly personalised.

It may also cease to apply to sealed goods that become unsealed after delivery where they are genuinely unsuitable for return for health-protection or hygiene reasons.

Opening the outer delivery box or hamper does not, by itself, remove your cancellation rights.

We will identify any applicable product-specific exceptions before purchase. We do not treat every food item, handcrafted product or bottle of alcohol as automatically exempt. A hamper containing different types of goods will be assessed according to the applicable law.

These exceptions do not remove your rights where products are faulty, damaged or not as described.

4. Requests outside statutory cancellation rights

If you ask to cancel after acceptance and no statutory cancellation right applies, please contact us as soon as possible.

We will consider whether preparation can be stopped or the products resold. Where we agree to release you from the contract, we may retain a reasonable amount reflecting unavoidable loss directly caused by your cancellation, after taking reasonable steps to reduce that loss.

We will explain any deduction. We will not charge twice for the same loss or automatically retain the full price.

We do not offer an additional change-of-mind returns period beyond your statutory rights.

5. Return costs and condition

For change-of-mind returns, you are responsible for the direct cost of returning eligible goods.

Please pack them securely. Using the original protective packaging is recommended, but is not an absolute condition of exercising your statutory rights. Please retain proof of posting.

You may inspect goods as you reasonably would in a shop. Where permitted by law, we may deduct an amount for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Please contact us before posting damaged food, leaking bottles or broken glass so that we can agree a safe process. Contacting us is not a requirement for making a valid cancellation.

6. Refunds following a statutory cancellation

For a cancelled order returned in full, we will refund the eligible purchase price and the standard outbound delivery charge. We do not have to refund the additional cost of an expressly chosen premium delivery service.

For partial cancellations, we will refund delivery charges to the extent required by law.

Where goods must be returned, we may withhold the refund until we receive them or you provide evidence of sending them back, whichever happens first. We will then refund within 14 days of that event.

Where no return is required, we will refund within 14 days after being informed of your cancellation.

Refunds use the original payment method unless you expressly agree otherwise. We do not charge a refund administration fee.

7. Damaged, faulty, missing or incorrect products

Please tell us as soon as reasonably possible. For fresh food or delivery damage, contacting us promptly helps us investigate.

Where possible, provide your order number, a description and photographs of the product and packaging. A failure to provide photographs or report within a particular short period does not automatically remove your statutory rights.

Do not consume food that appears unsafe. Keep the packaging and relevant labels if reasonably possible, and contact us before disposing of items where safe to do so.

We will provide the refund, replacement or other remedy required by law. Where a return is reasonably required because the goods are faulty or incorrect, we will arrange it or meet the reasonable return costs.

8. Gift voucher cancellations

For an unused electronic gift voucher purchased online, notify us within 14 days after the day the purchase contract is made if you wish to cancel. We will deactivate it and refund the purchaser within 14 days of notification.

Email delivery alone does not remove this cancellation entitlement. If the voucher has been partly or fully redeemed, contact us: the applicable legal position will depend on the circumstances.

Outside applicable statutory rights, we do not offer discretionary cash refunds for unwanted or expired vouchers.

9. Cancellation form

Complete and send this form only if you wish to cancel. You may instead send any other clear cancellation statement.

To: Mama Fletch Ltd trading as Fletcher’s Restaurant, Gill Akaster House, 27 Princess Street, Plymouth PL1 2EX
Email: enquiries@fletchersrestaurant.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Order number, if available:

Signature of consumer(s), only if this form is submitted on paper:

Date:

Delete whichever wording does not apply.