Return & Refund Policy

✅ Return & Refund Policy

Last updated: July 2025

At Marseb Filipino Cuisine & Milk Tea, we are committed to delivering authentic, high-quality Filipino food with care and professionalism. Please read our return and refund policy before placing an order.

🥡 Orders for Delivery or Collection

All our dishes are made fresh to order. For health and hygiene reasons, we do not accept returns on food items.

However, we will offer a refund or replacement in the following situations:

  • You received the wrong items

  • Items were missing from your order

  • The food arrived damaged or unfit to eat

To report an issue, please contact us within 24 hours and provide:

  • Your full name and order number

  • A short description of the issue

  • Clear photo evidence, if possible

✅ Quality Control Notice

All food is carefully inspected and tasted by our chef before packaging to ensure it meets our standards for flavour, freshness, and temperature.

🚗 Delivery Policy

We use our own delivery drivers, even for orders placed through:

  • Just Eat

  • Deliveroo

  • Uber Eats

  • Rotherham Eats

⏱ Estimated Delivery Time

Our standard delivery time is around 45 minutes, though this may vary during busy hours or difficult weather/traffic conditions.

If delays are expected, we will update the delivery time on the platform or contact you directly.

Orders delivered within the updated window are not considered late and are not eligible for a refund.

Note: We are not responsible for delays caused by traffic, roadworks, accidents, or extreme weather.

❌ Refunds Will Not Be Issued For:

  • Personal taste or food preference

  • Fully consumed meals

  • Orders delivered on time after the revised estimate

  • Delivery delays caused by traffic, road issues, or weather

  • Incorrect map pins (Google Maps or Apple Maps)

  • Customers are not answering the phone at delivery

  • Locked gates, missing doorbells, or blocked access

  • Claims made without a photo or proof

  • False, abusive, or dishonest refund requests

📞 If we cannot contact you and cannot deliver the order successfully, no refund will be issued.

📦 Orders via Delivery Platforms

If you ordered via Just Eat, Deliveroo, Uber Eats, or Rotherham Eats, your payment and refund are handled by them.

However, we encourage you to contact us directly first. We’re happy to help with valid claims backed by clear information.

⏰ Time Limit for Complaints

All refund or issue requests must be reported within 24 hours of receiving your order.
Requests made after this may not be accepted.

📞 Contact Us

For refund or delivery-related concerns:

📞 Phone: 01709 296616
📧 Email: marsebfilcuisine24@gmail.com

We aim to respond within 1 business day to genuine concerns.

🚫 Abuse of Policy

We take customer service seriously, but we also protect our small business from dishonest behaviour.

We reserve the right to:

  • Decline refunds without valid evidence

  • Refuse future service in case of repeated abuse

  • Report false claims or reviews to the delivery platform

📌 Before You Order

Please ensure:

  • Your delivery address is complete and accurate

  • Your phone is active at the time of delivery

  • You’ve read and accepted this policy

✅ By placing an order with us, you agree to this Return & Refund Policy.