Returns & Refunds Policy
Elite Doner Kebabs Ltd Company No: 12580010 | VAT No: 347497947
This Returns and Refunds Policy applies to purchases made through our e-commerce website. We are a UK-based wholesaler specialising in frozen döner kebab and related products.
1. Right to Cancel (Cooling-Off Period)
As a consumer buying online, you have a legal right under the Consumer Contracts Regulations to cancel your order within 14 calendar days of receiving the goods, without giving any reason (subject to the exceptions below).
- You must notify us of your decision to cancel within this 14-day period.
- You then have a further 14 days to return the goods.
Important Exception for Perishable Goods: Frozen döner kebab and other frozen or perishable food products are exempt from the 14-day cooling-off (change of mind) right due to hygiene, health, and safety reasons. Once the packaging has been opened or the cold chain broken, we cannot accept returns for change of mind.
2. When We Accept Returns
We accept returns only in these cases:
-
Faulty, damaged, or not as described goods — You may exercise your short-term right to reject within 30 days of delivery and request a full refund, repair, or replacement.
-
Incorrect items delivered.
- Goods damaged in transit due to our packaging or delivery (report immediately, with photos where possible, ideally within 24-48 hours).
For frozen products, returns are only accepted if:
- The goods remain fully frozen and in their original, unopened packaging.
- The cold chain has been properly maintained (product has not thawed).
- You notify us immediately upon discovery of the issue.
We reserve the right to inspect all returned goods.
3. How to Return Items
- Contact us before returning:
- Provide your order number, details of the issue, and supporting photos if applicable.
- Unless the goods are faulty or incorrectly supplied, you are responsible for return shipping costs and risk. Use a tracked, temperature-controlled service suitable for frozen goods.
- Return the goods to: Elite Doner Kebabs Ltd 48 Hutton Cl, Crowther, Washington NE38 0AH
4. Refunds
- Refunds for faulty, damaged, or incorrect items will include the original delivery costs (where applicable) and will be processed to your original payment method within 14 days of us receiving the returned goods.
- We may reduce the refund amount if the goods have been used, damaged beyond reasonable inspection, or their value has been diminished due to customer handling.
Non-refundable situations include (but are not limited to):
- Change of mind for frozen/perishable items.
- Opened or partially used products.
- Returns made without prior approval or outside the permitted timeframes.
- Goods not returned in a saleable condition (where applicable).
5. Business / Wholesale Customers
For B2B and wholesale accounts, returns and refunds are at our discretion unless the goods are proven faulty or damaged on arrival. Most wholesale sales are considered final.
6. Contact Us
If you have any questions regarding this policy or wish to make a return, please get in touch:
This policy does not affect your statutory legal rights as a consumer under UK law. For further information, please visit the official GOV.UK consumer rights guidance.
Last updated: July 2026
