Cancellation & Refund Policy

Last updated: April 2025

1. Overview

At A&K RETAILER LTD, we want you to be completely satisfied with your purchase. If you are not happy with our service, you may be eligible for a refund in accordance with the terms below.

2. Cancellation Policy

You may cancel your order or service booking under the following conditions:

• Delivery orders: Cancellations must be requested at least 2 hours before the scheduled delivery time for a full refund.
• Subscription boxes: You may cancel your subscription at any time before the next billing cycle. Cancellations after billing will apply to the following period.
• Event catering: Cancellations must be made at least 48 hours before the event date.
• Wholesale accounts: Account setup fees are refundable if cancellation is requested within 14 days and no services have been rendered.

3. Tiered Refund Policy

Refund eligibility depends on when the cancellation is requested and the nature of the service:

3.1 Full Refund (100%)

• Order cancelled within the permitted cancellation window.
• Service was not delivered or significantly differed from what was agreed.
• Product was damaged or defective upon delivery (with photographic evidence provided within 24 hours).

3.2 Partial Refund (50%)

• Catering or wholesale services cancelled after the free cancellation window but more than 24 hours before the scheduled date.
• Perishable goods that have already been prepared or dispatched but not yet delivered.

3.3 No Refund (0%)

• Cancellation made less than 24 hours before a scheduled catering or wholesale service.
• Perishable goods that have been delivered and accepted.
• Where the customer has breached the Terms & Conditions.

4. How to Request a Refund

To request a cancellation or refund, please contact us at akretailerltd@hotmail.com or 07481 771845 with your order details and reason for cancellation. We aim to process all refund requests within 5-7 business days.

5. Refund Method

Approved refunds will be issued to the original payment method used at the time of purchase. Please allow 5-10 business days for the funds to appear in your account, depending on your payment provider.

6. Exceptions

We reserve the right to refuse a refund if we believe the request is fraudulent or abusive. In such cases, we will provide a written explanation of our decision.