At Cirka Catering, we are committed to delivering high-quality products and services. If your order does not meet expectations due to defects or service issues, we offer a range of resolutions including refunds, replacements, or store credit.

Our Guarantee

We guarantee that our goods:

• Are of acceptable quality – safe, durable, free from defects, and suitable for their intended purpose.
• Will match the description provided, although presentation may vary slightly as all products are handmade.

Refunds & Replacements

A full refund or replacement may be provided if:

• Goods or services are defective or not fit for purpose.
• Food is damaged in transit.
• Items are not delivered as per the confirmed order requirements.

Refunds will not be issued for:

• Change of mind.
• Incorrect product choice.
• Incorrect delivery details provided by the customer.

If the issue is minor and does not substantially affect the order or service, a Store Credit may be offered instead.

Store Credit Conditions

Where Store Credit is offered or provided, the following conditions apply:

• Not redeemable or transferable for cash.
• Must be used within 3 years of issue.
• Can only be applied to a like-for-like product or service (no substitutions).
• Once used, cannot be re-established.
• Must be used in one transaction – cannot be split.
• Cannot be transferred between different customers or companies.

Requesting a Refund, Replacement, or Credit

To request a refund, replacement, or credit, please contact us within 24 hours of your order date:

Email: [email protected]

Subject Line: Refunds or Credit – (name)

Please include:

• A description of the issue.
• Supporting images (if applicable).
• Details of how the goods failed to meet expectations.

Note: It is the responsibility of the person placing the order to ensure all order details (date, time, delivery location, onsite contact) are correct.

Order Cancellations & Refunds

Orders may be cancelled or rescheduled 72 hours before the scheduled delivery/pick-up time.

For special occasion catering (e.g. Christmas, Easter, Mother’s Day, public holidays), cancellations must be made at least 7 days in advance. Requests within 7 days will not be considered and no refund will be issued.

Refund Method

Unless otherwise requested:

• Refunds will be issued as a credit to your customer account.
• You may request a refund to the original payment method.
• Refunds do not include postage or handling charges, which are at the customer’s expense. Processing may take up to 28 days from the date of authorisation.

Late or Missing Refunds

Refunds may take up to 5 business days to be processed by your bank or credit card provider after confirmation.

If it has been longer than 5 business days, please contact us.

Order Changes

Cirka Catering reserves the right to adjust invoices for any changes requested or made prior to delivery.

Important Notes

Cirka Catering is not responsible for cancellations due to unforeseen circumstances beyond our control (e.g. natural disasters, government restrictions).

Clients must inform us of any allergies or dietary restrictions at the time of booking.

While we take every precaution to prevent cross-contamination, we cannot guarantee an allergen-free environment.