Best kebab and Peri Peri

Return Policy

Best Kebab & Peri Peri

Last Updated: 21 October 2026

At Best Kebab & Peri Peri, customer satisfaction is our priority. We take pride in preparing fresh, delicious food and providing a reliable takeaway and delivery service.

We understand that occasionally things may go wrong. This Return & Refund Policy explains how we handle incorrect orders, missing items, food quality concerns, cancellations and refunds.

1. Our Return Policy

All food at Best Kebab & Peri Peri is freshly prepared to order.

Due to the perishable nature of our products and food hygiene requirements, we do not normally accept returns of prepared food for resale.

However, if your order is incorrect, incomplete, unsafe, not as described or otherwise fails to meet applicable consumer rights, we will take appropriate steps to resolve the issue.

Your statutory consumer rights remain fully protected.

2. Incorrect or Missing Items

If you receive an incorrect order or discover that an item is missing, please contact us as soon as possible.

Examples include:

  • Receiving the wrong food item.
  • Missing food, drinks, sauces or sides.
  • Incorrect quantities.
  • Receiving an order intended for another customer.
  • Missing extras that you have paid for.

Depending on the circumstances, we may:

  • Arrange for the correct or missing item to be provided.
  • Offer a suitable replacement.
  • Issue a partial refund.
  • Provide a full refund where appropriate or legally required.

We aim to resolve genuine order issues as quickly and fairly as possible.

3. Food Quality & Safety Complaints

We are committed to maintaining high standards of food quality, preparation and hygiene.

If you believe your food is not of satisfactory quality, unsafe, not as described or otherwise unsuitable for consumption, please contact us immediately.

Examples include:

  • Food arriving excessively cold when it should be hot.
  • Undercooked or unsafe food.
  • Food that is spoiled or contaminated.
  • Receiving food that does not match its description.
  • Significant issues affecting food quality.

We will review the complaint and provide an appropriate solution, which may include a replacement or refund.

For food safety concerns, please do not continue eating the food.

4. How to Report an Order Problem

If something is wrong with your order, we recommend contacting us on the same day, preferably immediately after receiving it.

Contact Details:

Best Kebab & Peri Peri

Phone: 01582 417561

Email: info@bestkebabandperiperi.co.uk

Address: 96 Midland Road, Luton, LU2 0BL

When reporting an issue, please provide:

  • Your order number, if available.
  • Your name and contact number.
  • The date and approximate time of your order.
  • A description of the problem.
  • Photographs, where reasonably possible and relevant.

We may request additional information to help us investigate.

Please retain your receipt and any relevant packaging where practical. You are not required to keep food that may be unsafe or unhygienic.

We encourage prompt reporting, but contacting us after the day of purchase does not automatically remove your statutory rights.

5. Order Cancellations

We understand that customers may occasionally need to cancel an order.

Before Food Preparation Begins

If you contact us before the kitchen starts preparing your food, we will normally cancel your order and provide a full refund.

After Food Preparation Begins

Once your food is being prepared, cancellation may no longer be possible.

Because our food is freshly prepared and perishable, the usual 14-day online shopping change-of-mind cancellation right generally does not apply.

This does not affect your rights if we fail to provide the order correctly or the food does not meet legal requirements.

Restaurant-Initiated Cancellations

If we are unable to fulfil an accepted order because of unavailable ingredients, technical issues or other operational difficulties, we will contact you and provide a full refund for the affected order if an acceptable alternative cannot be agreed.

6. Delivery Problems & Delays

We aim to deliver all orders promptly and in good condition.

However, delivery times may vary depending on traffic, weather, restaurant demand and other circumstances.

If your order is significantly delayed, missing or delivered incorrectly, please contact us.

We will investigate and, where appropriate, arrange a replacement, redelivery or refund.

Incorrect Delivery Details

Customers are responsible for providing accurate delivery information.

If an incorrect address or unavailable recipient prevents delivery, we will review the circumstances before determining whether a refund is appropriate.

If an order is not delivered because of an error by us or a delivery provider acting on our behalf, we will address the problem in accordance with your consumer rights.

7. Collection Orders

Customers selecting collection are responsible for collecting their orders from our restaurant.

Collection Address:

Best Kebab & Peri Peri

96 Midland Road, Luton, LU2 0BL

Please collect your food as close as possible to the estimated collection time.

If you are delayed, please contact us.

Due to food hygiene and quality requirements, food that is left uncollected for an extended period may no longer be suitable for consumption.

Where a customer does not collect an order, any refund request will be considered according to the circumstances and applicable consumer law.

If an order is not ready or cannot be fulfilled because of an issue on our side, we will provide an appropriate remedy.

8. Non-Refundable Circumstances

We do not normally provide refunds in the following situations:

  • You change your mind after the food has been prepared.
  • You decide you no longer want the order.
  • You dislike the personal taste or flavour of a dish that was prepared correctly and matches its description.
  • You accidentally order an unwanted item and the kitchen has already prepared it.
  • You fail to collect your order without informing us, where we have fulfilled our obligations.
  • You provide incorrect delivery information that prevents successful delivery, where the issue is not caused by us.

These restrictions apply only where the food and service comply with applicable legal requirements.

They do not limit your rights to a refund or other remedy where required by law.

9. Refund Methods & Processing

Where a refund is approved or legally required, we will arrange payment through an appropriate refund method.

Card Payments

Refunds will normally be issued to the original payment card.

PayPal Payments

Refunds will normally be returned to the PayPal account used for the original transaction.

Cash Payments

Cash payments will normally be refunded in cash. An alternative method or store credit may be offered where the customer agrees.

Refund Processing

We aim to process refunds promptly and within any applicable legal deadlines.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

Customers will not be required to accept store credit instead of a monetary refund where they are legally entitled to their money back.

10. Special Offers & Discounted Orders

Refunds for promotional or discounted orders will take into account the amount actually paid and the applicable offer conditions.

Where only part of an order is affected, any refund will be calculated fairly, taking account of the discount applied.

Promotional items are still covered by applicable consumer protection laws.

11. Orders Placed Through Third-Party Platforms

This policy primarily covers orders placed directly through our official website or with our restaurant.

If you order through a third-party delivery platform, its payment and complaint procedures may also apply.

Please contact the relevant platform or our restaurant for assistance.

Your statutory consumer rights are not affected by the use of a third-party ordering service.

12. Customer Satisfaction & Complaint Resolution

At Best Kebab & Peri Peri, we take customer feedback seriously.

If you are unhappy with your order or the way a complaint has been handled, please contact us.

We will make reasonable efforts to investigate the issue fairly and reach an appropriate resolution.

Our goal is to provide high-quality food, excellent customer service and a positive ordering experience.

13. Your Legal Rights

Nothing in this Return & Refund Policy excludes, restricts or replaces your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

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

Where these standards are not met, you may be entitled to a refund or another legal remedy.

14. Changes to This Policy

Best Kebab & Peri Peri may update this Return & Refund Policy to reflect operational changes, improvements to our services or legal requirements.

Any updates will be published on our website with a revised date.

Changes will not remove rights arising from orders already placed.

15. Contact Us

If you have any questions about cancellations, returns, refunds or order-related concerns, please contact us.

Best Kebab & Peri Peri

96 Midland Road, Luton, LU2 0BL

Telephone: 01582 417561

Email: info@bestkebabandperiperi.co.uk

Website: www.bestkebabandperiperi.co.uk

Thank you for choosing Best Kebab & Peri Peri.

We appreciate your custom and are committed to providing delicious food, friendly service and a great experience with every order.