Refund policy

Bosuprep Returns & Refunds Policy

Last updated: 16 October 2025

At Bosuprep, all our meals are freshly prepared and perishable. Because of the nature of our products, different rules apply to returns and refunds compared to non-perishable goods. Please read this policy carefully.

1. Perishable Goods Disclaimer

All meals delivered by Bosuprep are perishable and made to order. Once an order is dispatched:

  • It cannot be cancelled.
  • It cannot be returned for a standard refund.
  • Replacements or credits are only issued in specific circumstances, detailed below.

2. Eligibility for Refunds or Replacements

We can only offer a replacement or credit if the following occur during delivery:

  • The order arrives damaged (e.g., packaging crushed, leakages affecting food safety).
  • The order is incomplete (missing meals).
  • The order is incorrect (wrong meals delivered).

Claims must be made within 24 hours of delivery.

3. How to Report an Issue

If your order meets the above conditions, please contact us immediately at:

📧 bosuprep@gmail.com

Include:

  • Your order number
  • Photos of the affected meals and packaging
  • A brief description of the issue

4. Non-Eligibility

We are unable to issue refunds or replacements for the following:

  • Missed deliveries where no one was available to accept the order
  • Incorrect address provided by the customer
  • Customer errors in ordering (e.g., wrong meal choice)
  • Meals that have been left unrefrigerated for extended periods after delivery

5. How We Resolve Eligible Claims

Once your claim is approved, we will offer one of the following at our discretion:

  • A replacement order of the affected meals (if available)
  • A store credit or discount for your next order

Refunds to the original payment method are not guaranteed due to the perishable nature of the goods, but may be considered in exceptional circumstances.

6. Delivery Issues

Sometimes delivery delays or issues beyond our control can affect the quality of your meals. We work closely with The DPD Group to minimise such incidents. Claims should still be reported within 24 hours of delivery to be considered.

7. Contact Us

If you have any questions about our returns and refunds policy or need assistance with a claim, please contact us:

📧 bosuprep@gmail.com
🕒 Customer Service Hours: Monday – Friday, 9am – 5pm