Due to COVID-19 restrictions, we are now operating a takeaway collection service from Thursday to Sunday

Refund and Cancellation Policy

Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & Cancellation Policy, we’re happy to discuss matters via email on millstonebusiness@aol.com You can also give us a call on 01244 950678. The terms and conditions noted below explain our policy on refunds and cancellations.

What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible when we are alerted by telephone or e-mail within 24 hours of the agreed collection time.

What happens if something is missing?
If you have received your order and something is missing, please alert us immediately. We sincerely apologise and will prioritise the correction immediately. Where possible we will offer immediate replacements or alternatively, you can request a refund. We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us immediately. Where you have received an item of a lower value we will refund the difference.

  • For credit card payments, the refund will be processed within 48 hours
  • For debit card payments, the refund will be processed within 48 hours
  • For payments made via bank transfer you will be refunded within 48 hours

What happens if my order arrives damaged?
We sincerely apologise if your food package has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us immediately via telephone or e-mail stating the unsatisfactory condition along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.

What happens if I am not satisfied?
We take great care to ensure that your food items reach you in excellent condition. We also pride ourselves on creating a high quality food service. A refund or replacement item is always offered when our stocks have sold out. If you feel like we have fallen short of our promises, we ask that you contact us by telephone or e-mail and we will endeavour to rectify your complaint.

What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.

How do I return an Item?

Food items are non-returnable. Where your return meets the requirements set out in the returns and cancellations policy, please send relevant images via e-mail and then discard your item.

Collection Policy
We are operating a free, collection only service. 24 hours notice is required. COVID-19 Update In response to COVID-19, we and our employees are taking precautions to protect the health and wellbeing of our customers. Please be assured that your safety is our priority and we are following the advice and guidance from the UK government. At present we are operating a contact free collection service. You can find full details on our collection service upon visiting our website, instructions will be provided upon conformation of your order to confirm collection information. We hope that you stay safe and well during this unprecedented time