Refund Policy

HalBites operates as a marketplace connecting Buyers with verified halal Sellers. Orders are fulfilled by Sellers, not by HalBites directly. This Refund Policy sets out the circumstances under which refunds may be issued and the process for requesting them.

For card orders, refunds are processed through Stripe and returned to your original payment method. Cash-on-delivery orders are not charged upfront, so where a COD order is cancelled or unfulfilled there is simply no payment to return.

You may be eligible for a full or partial refund in the following circumstances:

• Order not delivered — your order was accepted by the Seller but never delivered within a reasonable timeframe.
• Order cancelled by Seller — the Seller cancelled your order after accepting it.
• Auto-cancelled order — the Seller did not respond within 15 minutes and the order was automatically cancelled.
• Significantly incorrect order — you received items substantially different from what was ordered (wrong items, missing items).
• Food unfit for consumption — the food was spoiled, contaminated, or otherwise unfit upon delivery, supported by photographic evidence.
• Halal misrepresentation — verified evidence that a product was not halal despite being sold as such.

• You changed your mind after the Seller accepted the order
• You provided an incorrect delivery address
• The request is made more than 24 hours after the scheduled delivery time
• The food did not meet your personal taste preferences (subjective dissatisfaction)
• You were unavailable to receive the delivery
• Partial consumption of the food (unless the issue was only discovered upon eating)

To request a refund:

1. Go to your order in My Purchases within 24 hours of your scheduled delivery time
2. Click "Request a Refund" on the order page
3. Select a reason and describe the issue clearly
4. Attach a photo where applicable (e.g. incorrect items, spoiled food)

The Seller has 3 business days to accept or decline your request. You will be notified by email and can also check the status directly on your order page at any time.

If the Seller does not respond within 3 business days, or if you disagree with their decision, HalBites will step in to review the case directly — see Section 7 below.

Once a refund is approved:

• Full refund — returned to your original payment method within 5–10 business days, depending on your bank or card issuer.
• Partial refund — for partially incorrect orders, a proportional refund will be issued.

HalBites will recover the refunded amount from the Seller where appropriate.

You may cancel an order within 15 minutes of placing it, provided the Seller has not yet accepted it. A full refund will be issued automatically.

Once a Seller has accepted your order, cancellation is no longer available through the platform. Contact the Seller directly or email us at help@halbites.co.uk.

If you are unhappy with the outcome of a refund request, you may escalate to HalBites at help@halbites.co.uk with the subject line "Refund Dispute". We will conduct a final review within 5 business days.

You also retain the right to raise a dispute directly with your bank or card issuer (chargeback). However, we ask that you contact us first so we can attempt to resolve the matter directly.

This Refund Policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If food is not of satisfactory quality or fit for purpose, you are entitled to a remedy under UK law regardless of this policy.

HalBites Ltd
Email: help@halbites.co.uk
Please include your order reference in all refund-related correspondence.