Refund & Returns Policy

Stax's Burger is committed to ensuring every customer is satisfied with their order. Because we sell freshly prepared food to order, our refund policy reflects the perishable nature of the product and the Consumer Contracts Regulations 2013, which exempt perishable goods from the standard 14-day cancellation right.

You may cancel your order before it has been accepted by our team by calling us directly. Once we accept an order and begin preparation, cancellation is not possible.

If we are unable to fulfil your order (e.g. due to an ingredient running out), we will contact you. If we cannot offer a suitable alternative, we will cancel the order and issue a full refund.

You are entitled to a full or partial refund if:

• We decline your order — a full automatic refund is issued immediately
• Your order was not delivered and no alternative arrangement was made
• You received significantly different items from what you ordered
• Your food was inedible due to our error (e.g. clearly wrong preparation, foreign object)
• A payment was taken twice for the same order

In all cases, please contact us as soon as possible — ideally within 1 hour of receiving your order — with your order number and a description of the issue.

We do not issue refunds for:

• Change of mind after food preparation has begun
• Orders where the error was yours (e.g. wrong address entered, wrong items selected)
• Delays caused by circumstances beyond our control (extreme weather, road closures)
• Taste or quality dissatisfaction that does not indicate a genuine fault
• Orders collected in-person where the product was accepted at collection

All refunds for online orders are processed via Stripe back to the original payment card. Refunds typically take 5–10 business days to appear in your account, depending on your card issuer.

You will receive an email confirmation once a refund has been initiated. The refund amount will clearly indicate whether it is a full or partial refund.

We do not issue cash refunds for online card payments.

If a web order is declined by our team (e.g. due to capacity or ingredient availability), a full refund is automatically triggered via our system at the point of decline. No action is required from you. You will be notified of the decline and the refund via email.

Where only part of an order is affected (e.g. one item was unavailable or incorrect), we may issue a partial refund for the value of that item rather than refunding the entire order.

To request a refund, please contact us with:

• Your order number (e.g. SB-0123)
• A description of the issue
• Any supporting evidence (photos if applicable)

Email: hello@staxhouse.co.uk
Or use our: Contact Form

We aim to respond to all refund requests within 2 business days.