Terms and Conditions of Sale

Effective Date: 24/05/2026

Welcome to Base Kitchen. These Terms and Conditions apply to all orders placed through our website, in-store, or via third-party delivery platforms. By placing an order, you agree to the following terms.

Please read our Refund and Reheating Policies (Sections 3, 4, and 5) carefully, as they strictly govern how we handle hot food and meal prep deliveries.

1. General Ordering

  • Acceptance: All orders are subject to availability and confirmation of the order price.
  • Accuracy: It is your responsibility to ensure your delivery address, contact number, and order details are 100% accurate before checking out. We are not liable for delayed or failed deliveries caused by incorrect information.

2. Pricing and Payment

  • All prices are inclusive of UK VAT where applicable.
  • Delivery charges are calculated at checkout.
  • We reserve the right to change prices at any time without prior notice, though this will not affect orders that have already been confirmed.

3. Strict No-Return & Cancellation Policy

Because our products consist of freshly prepared, highly perishable food, standard distance-selling regulations (which normally allow a 14-day cooling-off period) do not apply.

  • All Sales Are Final: Once an order for hot food or meal prep has been prepared or dispatched, it cannot be cancelled, amended, or returned.
  • No Returns on Delivered Food: For health, safety, and hygiene reasons, we operate a strict zero-return policy on all food items once they have been handed over to you or left at your designated safe place.
  • Missing or Incorrect Items: If an item is genuinely missing or incorrect upon delivery, you must contact us within 1 hour of receiving your order and provide photographic evidence. We will issue a partial refund or credit at our sole discretion. We will not accept physical returns of the incorrect food.

4. Hot Food Delivery & Reheating Disclaimer

We cook our food fresh and dispatch it piping hot. However, travel time, traffic, and British weather mean that heat loss during transit is a natural reality of food delivery.

  • Temperature Upon Arrival: By ordering hot food for delivery, you acknowledge and accept that your meal may not arrive at the exact temperature it left our kitchen.
  • The Reheating Rule: If your food has cooled during transit, you may need to reheat it to return it to its peak standard. We strongly advise using an oven or an air fryer for a few minutes to restore the intended heat, texture, and crispness.
  • Quality Complaints: We do not offer refunds, credits, or replacements for food that has simply cooled down during standard delivery transit times.

5. Meal Prep Responsibilities

When you order from our Meal Prep range, the responsibility for food safety transfers to you the moment the delivery is completed.

  • Storage: You must immediately store all Meal Prep items in a refrigerator (or freezer, if applicable) upon delivery. We are not liable for spoilage if meals are left out at room temperature.
  • Cooking and Reheating: You must strictly follow the specific cooking, heating, and storage instructions provided on the packaging of each meal prep container.
  • Liability: Base Kitchen accepts no liability for any illness, food poisoning, or drop in food quality resulting from your failure to store the food correctly, undercooking the food, or ignoring the provided preparation instructions.

6. Allergens and Dietary Requirements

  • While we take extreme care to prevent cross-contamination, our kitchen handles major allergens, including gluten, dairy, nuts, soy, and eggs.
  • We cannot guarantee that any item is 100% free from trace allergens.
  • It is your responsibility to review our allergen information before ordering. If you have a severe allergy, you order at your own risk.

7. Delivery Handoff

  • If you are not available to receive your order at the provided address, our drivers will attempt to contact you.
  • If you cannot be reached within a reasonable timeframe (typically 5-10 minutes), the driver will leave the food in the safest possible place at your address.
  • Once the food is dropped off, Base Kitchen takes no responsibility for theft, weather damage, or pest interference.

8. Law and Jurisdiction

These terms are governed by English law. Any disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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