Returns & Exchanges

1. General Policy
Due to the perishable nature of food and the customized nature of catering services, HARD HAT CATERING BELFAST LTD has limited flexibility for returns or exchanges. This policy outlines exceptions and procedures for issues with our services.

2. Food Quality Issues

  • Eligibility: Returns/exchanges for food are only permitted if:
    • Items are contaminated, spoiled, or unsafe to consume (verified by photographic evidence).
    • Deliveries contain incorrect items (e.g., gluten-free dishes substituted with regular options).
    • Food does not meet the agreed quality standards (e.g., undercooked meat, expired ingredients).
  • Procedure:
    • Notify us within 2 hours of delivery or service via email (millarky8@outlook.com) or phone (+44 7412 887613), including photos and a detailed description of the issue.
    • Our team will investigate within 24 hours. If the issue is confirmed, we will offer:
      • A full or partial refund (processed within 7–14 business days).
      • Replacement of affected items (where logistically feasible).
3. Service Failures

  • Eligibility: Refunds may be granted for significant service failures, such as:
    • Late delivery causing disruption to your event (not due to extreme weather, traffic accidents, or client delays).
    • Inadequate staff numbers leading to poor service.
    • Failure to accommodate pre-agreed dietary requirements (with prior written confirmation).
  • Procedure:
    • Report the issue during or immediately after the event.
    • We will assess the impact and offer compensation (e.g., a 10–50% refund) based on the severity of the failure.
4. Non-Food Items

  • Disposable utensils, plates, or serving equipment may be returned if unopened, unused, and in original packaging. Notify us within 48 hours of delivery to arrange a return; you are responsible for return shipping costs unless the error is ours.
5. Non-Refundable Items

  • Customized menus, specialty ingredients, or perishable items prepared to your specifications (e.g., wedding cakes, personalized desserts) are non-refundable unless proven defective.
  • Deposits (as outlined in our Terms and Conditions) are non-refundable for cancellations, except in cases of service failure.
6. Refund Process

  • Refunds are issued via the original payment method.
  • We reserve the right to request additional evidence (e.g., event photos, witness statements) to validate claims.
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