Refund Policy

Last updated: 29 July 2026

This policy applies to food and drink ordered directly from Liban Bites through our website, by telephone or in person. It explains our usual process and does not reduce your statutory consumer rights.

1. Food orders and change-of-mind cancellations

Our food is prepared to order and is perishable. The general 14-day right to cancel many online purchases does not apply to goods that are liable to deteriorate or expire rapidly.

If you contact us before preparation starts, we will normally cancel the order and refund any amount paid. Once preparation has started, we may be unable to cancel or refund a correctly prepared order simply because you changed your mind, selected the wrong item, provided the wrong address or no longer want the food.

2. When a refund or other remedy may be available

Please contact us if:

an item you paid for is missing;
you received the wrong item;
the food is damaged, unsafe, materially defective or not as described;
we accepted payment but could not fulfil all or part of the order;
the order was not delivered because of an error by us or a delivery service acting for a direct Liban Bites order; or
the service was not provided with reasonable care and skill.

Depending on the circumstances and your legal rights, the appropriate remedy may be a replacement, redelivery, price reduction or full or partial refund.

3. Reporting a problem

Contact us as soon as reasonably possible after receiving the order, ideally on the same day and within 24 hours. This helps us investigate perishable-food complaints while the facts can still be checked. A delay does not remove any statutory right you may have, but it may affect what evidence remains available.

Please provide your order number, name, contact details, a clear description of the problem and which items are affected. We may reasonably ask for photographs of the food, packaging or receipt. Do not consume food that you reasonably believe is unsafe.

4. Missing or incorrect items

Where an item is missing, we will normally offer to supply it if practical or refund that item. Where an incorrect item is supplied, we may offer a replacement or refund. If the error materially affects the value or usability of the whole meal, we will consider the order as a whole rather than automatically limiting the remedy to one item.

5. Quality complaints

Food should match its description, be of satisfactory quality and be prepared with reasonable care and skill. Taste is subjective, so a personal dislike alone will not usually justify a refund where the dish was correctly prepared and as described. We will still investigate complaints about cooking, temperature, contamination, spoilage, foreign objects or a material difference from the menu description.

6. Allergies and dietary requirements

You must tell us about allergies or intolerances before ordering and should contact us directly where the requirement is serious. Our kitchen handles common allergens and cannot guarantee the complete absence of traces caused by cross-contact.

If we confirm that a dish is suitable for a stated requirement and supply something materially inconsistent with that information, contact us immediately and do not eat it. Your legal rights remain unaffected.

7. Delivery delays and failed delivery

Quoted delivery and collection times are estimates. A moderate delay caused by traffic, weather, order volume or rider availability will not automatically result in a refund. We will consider a remedy where a delay is excessive, the food is no longer of acceptable quality, or the service has otherwise fallen below the standard required by law.

A refund may not be available where delivery fails because the address or telephone number supplied was wrong, access was unavailable, nobody responded within a reasonable time, or the customer asked for the order to be left in an unsuitable or insecure place.

8. Unavailable items and substitutions

If we cannot supply an item, we will offer a suitable alternative where appropriate or refund the unavailable item. We will not knowingly make a material substitution affecting allergens or dietary requirements without agreement.

9. Third-party orders

For orders placed and paid for through Deliveroo, Uber Eats or another platform, request the refund through that platform's help or order-support process. The platform controls the payment and will normally make the refund decision under its terms. We will cooperate with reasonable enquiries and may provide information about preparation or handover. You can still contact us directly about urgent food-safety or allergen concerns.

10. How refunds are paid

Approved refunds for direct online orders are returned to the original payment method unless the law requires or both parties agree otherwise. We normally submit an approved refund promptly. Your bank or payment provider may then take approximately 5 to 10 working days to display it. Cash payments will normally be refunded in cash where appropriate and proof of purchase may be required.

Delivery, service or other charges will be refunded where the law requires or where the relevant service was not properly provided. A partial refund may be appropriate when only part of an order is affected.

11. Fraud and misuse

We may refuse a claim where there is reasonable evidence of fraud, deliberate misuse or a materially false account. This does not affect genuine claims or any remedy required by law.

12. Contact

Email info@libanbites.com, call 020 3623 8420, or visit Liban Bites at 297 Old Street, London EC1V 9LA. Please include enough information for us to identify and investigate the order.