Refund & Cancellation Policy

Last updated: April 2026

Order Cancellation

Orders may be cancelled before preparation begins. Once your order is being prepared, cancellation may not be possible. Please contact us as soon as possible if you need to cancel.

Refunds for Food Orders

• Incorrect order: We will offer a replacement or full refund
• Missing items: Refund or credit for the missing item(s)
• Quality issue: Please contact us within 1 hour with a photo — we will review and respond

Reservation Refunds

Reservation deposits are subject to the cancellation terms set out in our Reservation Terms.

Retail Products

Frozen retail products cannot be returned once purchased due to food safety regulations. If you receive a faulty or incorrect product, please contact us within 24 hours.

How to Request a Refund

Email info@ten31.uk with your order number, the issue, and any supporting photos. We aim to respond within 24 hours.

Refund Method

Refunds are issued to the original payment method. Processing times depend on your bank or card provider.