Refund policy
Return & Refund Policy
Family Chef
Because Family Chef meals are freshly prepared to order and are perishable, we cannot accept returns or exchanges of food. If something goes wrong with your order, however, please tell us and we will work to make it right.
Perishable Food — No Returns
All Family Chef meals are prepared for a specific delivery week and delivered chilled.
For food safety reasons, we cannot accept returns or exchanges of food once it has been delivered.
Delivery Issues, Damage & Errors
Please check your delivery when you receive it.
Contact us within 24 hours of delivery if:
- an item is missing or incorrect;
- packaging arrives damaged or compromised; or
- there is a quality issue that makes a meal unsuitable to eat.
Email table@thefamilychef.us with your order number and, where appropriate, a photograph of the issue.
Where we confirm there has been a problem with your order, Family Chef may provide an appropriate remedy, which may include a full or partial refund, credit, or replacement, depending on the circumstances and what is operationally possible.
Delivery
Your four dinners are delivered together, chilled, on the Monday of your selected Family Chef week.
If we are unable to complete your delivery as promised, please contact us at table@thefamilychef.us. Where a delivery failure is attributable to Family Chef, we will provide an appropriate refund, credit or replacement.
Customers are responsible for providing an accurate delivery address and ensuring that the address is accessible for delivery.
Changes & Cancellations
Orders may be changed or cancelled until 5pm on the Thursday before your delivery week.
After 5pm Thursday, ingredients may already have been purchased and production committed. Orders are therefore non-refundable after the cutoff, except where there is a problem with the food or delivery for which Family Chef is responsible.
If Family Chef has to cancel an order or is unable to provide the purchased week, the affected customer will receive a full refund for the amount paid for that order.
Refunds
Approved refunds will be returned to the original payment method.
Once issued by Family Chef, refunds will normally appear within 5–10 business days, depending on the customer's bank or payment provider.
Questions
If something doesn't feel right, tell us.
The table is always open.