Refund Policy for Food Orders
We are committed to providing you with the highest quality food and service. If you are not satisfied with your order, please review our policy below.
Eligibility for a Refund
Refunds may be considered under the following circumstances:
Damaged or Unacceptable Quality: If the food you received was damaged, spilled, or was of an unacceptable quality upon arrival.
Non-Delivery: If your order was not delivered to you.
Incorrect Order: If you received an item that was different from what you ordered.
How to Request a Refund
To request a refund, you must contact our team within 24 hours of receiving your delivery. Please provide the following information:
You can submit your request by:
- Proof: A photograph or video of the issue is required for us to process your request.
- Your order number.
- The email address used to place the order.
- A clear explanation of the issue (e.g., “The sweet were missing from my order”).
You can submit your request by:
- Emailing us at: mail@poonams.com
- Calling us at: 020 8574 4934
Refund Process
Once we receive your request and review the provided proof, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original method of payment within 7-14 business days.
Please Note: We reserve the right to refuse a refund if a request does not meet the above criteria. Each refund request will be handled on a case-by-case basis.d items may be refunded. Sale items cannot be refunded.
Delivery
Home Delivery- United Kingdom
| Time slot | Up to 2kg | Between 2kg to 10kg | Between 10kg to 20kg |
| Tracked 24 Delivery | £4.99 | 9.99 | 24.99 |
What if I am not at home to accept my delivery?
All our deliveries are tracked and we will send you the tracking number, if you are not home to receive the delivery of your order, it can be left in a safe place.
On receipt of your delivery, please ensure that the ordered products are stored correctly. All sweets must be stored appropriately in a cool dry place and away from light.
Delivery schedule
Delivery: Products are dispatched from our shop on daily basis from Monday to Saturday. Orders placed before 10.00am on any of the days we operate will be sent the same day using the Royal Mail 24 hour tracked delivery service. All orders placed after 10.00am will be sent the day after to ensure we maintain the freshest quality product. If placed on a Saturday after 10.00am, this will be sent Monday morning.
If you would like more information, please call our customer service team on:
020 8574 4934 during 10am to 5pm Monday to Friday