Refund & Return Policy

01 About this policy

This policy explains refund and return requests relating to consumer food orders from Momo Crown. The relevant seller and ordering channel should be identified in your order confirmation or receipt.

For a direct order, contact the outlet or Momo Crown using the details below. For an independent delivery or ordering platform, its support process may also apply, as explained in the platform section.

This policy should be read with the conditions made available before your purchase. Nothing here reduces rights or remedies that cannot lawfully be excluded.

02 When to contact us

Please raise a concern if an order involves any of the following:

Missing or incorrect items

An item is missing, the wrong item was supplied, or an agreed and confirmed order requirement was not followed.

Quality or safety concerns

Food appears unsafe, spoiled, damaged or otherwise fails to meet the agreed description or applicable quality requirements.

An unfulfilled order

An accepted order was cancelled by the seller, was not supplied, or could not be fulfilled as agreed.

A payment issue

A payment appears to have been collected more than once, the amount charged appears incorrect, or a promised refund has not arrived.

The appropriate outcome depends on the issue and your applicable rights. It may involve supplying a missing item, a replacement where suitable, a price reduction, or a partial or full refund.

If you suspect a food-safety or allergen issue, do not continue consuming the affected food. Contact the relevant outlet or ordering service promptly and explain the concern.

03 Changes & cancellations

Contact the outlet or ordering service as soon as you need to change or cancel an order. Include the order reference and what you would like to change.

Whether an optional change or cancellation can be accommodated depends on the stage of preparation or fulfilment. A requested change is agreed when the seller confirms it. This does not limit any cancellation right provided by law.

Any cancellation charge must have been disclosed where required before you placed the order, and must be lawful and proportionate. The start of preparation does not, by itself, remove rights relating to an order that is defective, unsafe, misdescribed or not supplied.

If the seller cannot fulfil an accepted order and you do not agree to an alternative, payments for the unfulfilled order and any charges that must be returned by law will be refunded. An alternative item or material order change requires your agreement.

04 Returning food

Prepared food is perishable. Please contact the relevant outlet before posting, transporting or bringing food back. The team can explain whether a physical return is needed and agree a suitable way to handle it.

A physical return is not automatically necessary to review a food complaint. Please do not keep or transport food in a way that could create a safety risk merely to support a request. If evidence is needed, we will consider reasonable alternatives.

A change of mind or personal taste preference alone may not create a right to return correctly supplied perishable food. Any statutory cancellation right and any applicable exception depend on local law.

This distinction does not remove remedies for food that is unsafe, defective, missing or not as described. If other types of products are offered, the return conditions relevant to those products must be considered separately.

05 Making a request

Contact us as soon as reasonably possible after noticing an issue. Prompt reporting helps with food-related investigations; it does not replace any statutory time limit or automatically remove a valid claim.

• Identify the order: provide the order reference or other reasonable proof of purchase, the outlet or platform, and the date.
• Explain what happened: identify the affected items, the concern and the resolution you are requesting.
• Share helpful evidence: include relevant photographs or receipt details where available and safe to obtain.

Not having a photograph or the original packaging does not automatically prevent a request from being reviewed. Any request for further information will be limited to what is reasonably needed to assess the issue.

Send only the information needed to identify the order. Do not send passwords, one-time passcodes, full payment-card details or unrelated financial information. Our Privacy Policy explains the handling of personal information.

06 Refund methods & timing

When a refund is due, the amount, payment route and expected processing time will be explained. Any deadline imposed by applicable law takes precedence over an operational estimate.

Payment route

Where the original payment route supports a refund, that route will normally be used. If it is unavailable, a lawful alternative will be agreed with you. For cash payments, the relevant outlet will explain the arrangements.

Partial orders

A remedy may relate to the affected items, but a wider remedy may be appropriate if the issue affects the whole order or your legal rights require it.

Fees & charges

The refund calculation will explain the treatment of delivery fees, service charges, taxes and discounts. Any amount that must be returned under applicable law will be included.

Bank processing

Payment-provider processing can affect when a refund becomes visible. A pending authorisation may be released rather than refunded as a settled payment.

If the advised processing period has passed, contact us or the responsible platform with the refund confirmation and order reference. Where available, a transaction reference can help trace the payment.

Store credit, a voucher or a replacement will not be imposed instead of a monetary refund you are legally entitled to unless you agree.

07 Delivery & collection concerns

For a delivery that has not arrived, arrives with missing items, or raises a quality concern, contact the outlet or delivery service using the order’s support route.

When reviewing a delay, relevant factors include any agreed time commitment, the nature of the food and whether the order was supplied in an acceptable condition. An estimated delivery time does not, by itself, remove your legal remedies.

If an incorrect address, missed collection or inability to receive the order contributed to the issue, the circumstances and any properly disclosed conditions will be considered. There is no automatic loss of all rights simply because a delivery or collection was unsuccessful.

08 Orders through other platforms

If you ordered through an independent platform, start with the order-help or refund option in that platform where it manages the payment or delivery. Its process may be needed to locate and reverse the transaction.

You can also contact Momo Crown about the food or service provided by us. A third-party ordering route does not automatically remove the responsibility of the seller or any rights you have under applicable law.

If a refund or replacement has already been provided for the same issue, tell the team so any remaining amount or concern can be assessed accurately.

09 Offers, vouchers & credits

Buying through a promotion does not remove statutory rights relating to the food or service supplied. A refund calculation will take account of the amount actually paid and the remedy due.

Where an order uses a combination of money, purchased credit or promotional benefits, we will explain how each part is treated. Purchased credit and a free promotional reward are not necessarily equivalent.

Any offer-specific restriction must have been properly disclosed and must comply with applicable law. Promotional conditions cannot override a refund or other remedy required by law.

10 Your rights & further review

Your mandatory consumer rights remain protected. This policy does not exclude or limit a right or remedy that cannot lawfully be excluded or limited.

If you disagree with a proposed resolution, reply with the order reference, the concern that remains and any relevant information not already considered. You may ask for the explanation to be reviewed.

Seeking assistance from us does not prevent you from using any complaint, payment-dispute, consumer-forum, regulator or court route available under applicable law and the relevant provider’s rules.

11 Policy updates

This policy may be updated when services or legal requirements change. The revision date appears at the top of this page.

Later changes do not retrospectively reduce the rights or agreed benefits attached to an existing order. The conditions applicable when the order was accepted, together with mandatory law, continue to govern that order unless a lawful change is agreed.