Cancellation, Return & Refund Policy

By placing an order with Sally’s Home and Kitchen, you agree to the terms outlined in this refund and return policy.

Once your return is received and inspected:

• Approved refunds will be processed within 5–10 business days
• Refunds will be issued to your original payment method

Order Cancellations

• Orders can only be cancelled without any consequence within 12 hours of placing the order or making a reservation 
• After which the refund policy will take effect

Return Policy

No Returns for food sales

At Sally’s Home & Kitchen, we take pride in preparing fresh, high-quality food for every order. Due to the nature of our products, all food sales are final. Once an order has been prepared, delivered, or collected, we are unable to accept returns or exchanges on food items for health and safety reasons.

Return Policy for Gift Items

At Sally’s Home & Kitchen, every item is carefully made to order, especially for you. Because of the personalized nature of our products, our return policy is a bit different from standard retail.

Custom & Personalized Items

All custom-made or personalized items (e.g., items with names, dates, photos, or special requests) are:

• Non-returnable
• Non-refundable

This is because these items are created specifically for you and cannot be resold.

Damaged, Defective, or Incorrect Items

If your order arrives:

• Damaged
• Defective
• Incorrect (wrong item received)

Please contact us within 24 hours of delivery with:

• Your order number
• Clear photos of the item and packaging

We will:

• Offer a replacement, or
• Provide a refund or store credit, depending on the situation

Non-Custom (Ready-Made) Items

If you purchased non-personalized items:

• Returns are accepted within 7 days of delivery
• Items must be unused, in original condition and packaging

Customers are responsible for return shipping costs, unless the item is faulty.

Non-Returnable Gift Items

We do not accept returns for:

• Personalized/custom products
• Perishable goods (e.g., food items)
• Items damaged due to misuse or improper handling

Refunds Policy - All Online Orders (Incl. Cooking course)

At Sally’s Home & Kitchen, we understand that plans can change. Because our catering services involve advance preparation, staffing, and ingredient sourcing, refunds are issued based on how far in advance a cancellation is made. Refunds apply only to the food and product portion of the order; delivery, shipping, and logistics fees are refunded in full.

Cancellation & Refund Schedule

• More than 7 days before delivery date
    Eligible for a 75% refund of the total order value (excluding shipping/delivery fees).
• 4 to 7 days before delivery date
    Eligible for a 50% refund of the total order value (excluding shipping/delivery fees).
• 2 to 3 days before delivery date
    Eligible for a 25% refund of the total order value (excluding shipping/delivery fees).
• Less than 48 hours (2 days) before delivery date
    No refunds will be issued.
• Additional Terms
• Refund percentages are calculated based on the total order amount excluding shipping, delivery, and service fees
• All cancellations must be submitted in writing via email to bestellung@thesallyskitchen.com and are only considered effective upon confirmation.
• Any changes to guest count or menu selections are subject to availability and may not be accommodated within 2 days of the event.
  

Full refunds is guaranteed in the following circumstances:

• In the unlikely event that Sally’s Home and Kitchen must cancel the order
• Damaged, Defective, or Incorrect Items
  
• Missing items from an order
• Food quality issues reported promptly upon delivery or collection

Any issues must be reported within 24 hours of receiving your order, along with relevant details or photos where applicable.

Non-Refundable Items

• Late delivery due to incorrect address or unavailable recipient
• Failure to collect orders at the agreed time
  
• amongst other factors

Refund Policy - Event, Catering & Private Chef Orders

Due to the nature of our catering services—including advance preparation, staffing, and ingredient sourcing—we require a 20% non-refundable deposit to secure all bookings. The remaining 80% of the total order value is eligible for a partial refund based on the timing of the cancellation. Delivery, shipping, and logistics fees are fully refundable.

Payment Structure

• 20% deposit: Due at the time of booking and non-refundable
• 80% balance: Subject to the cancellation and refund schedule below

Cancellation & Refund Schedule (applies to the remaining 80%)

• More than 7 days before event date
    Eligible for a 75% refund of the remaining 80% balance
• 4 to 7 days before event date
    Eligible for a 50% refund of the remaining 80% balance
• 2 to 3 days before event date
  Eligible for a 25% refund of the remaining 80% balance
  
• Less than 48 hours (2 days) before event date
    No refund will be issued on the remaining balance

Important Notes

• The 20% deposit is strictly non-refundable under all circumstances.
• Refunds apply only to the remaining 80% balance of the order value, excluding delivery, shipping, and service fees, which are fully refundable once booked.
• All cancellations must be submitted in writing via email to kontakt@thesallyskitchen.com and are only considered effective upon confirmation.
• Changes to guest count or menu selections may be limited within 2 days of the event and are subject to availability.
• In the unlikely event that Sally’s Home and Kitchen must cancel, a full refund will be issued, including the deposit and any delivery fees.

Contact Us

If you experience an issue with your order, please contact us as soon as possible. We are committed to resolving concerns fairly and promptly. You can contact us at kontakt@thesallyskitchen.com.