Refund policy

Returns — changed your mind

Food and drink, and any set containing it

We cannot accept returns of food or drink where you have simply changed your mind. Once an order has left us we have no way to verify how it has been stored, so we cannot resell it or pass it to another customer in good conscience.

This applies to individual food and drink items, and to any gift set that includes them. A set is sold and priced as a single item, so we cannot take back part of one — including any non-food pieces it contains, such as a mat or a pair of chopsticks.

This does not affect your rights if something arrives damaged or faulty. That is covered below, and we will always put it right.

If you have ordered the wrong thing, get in touch at hello@morueats.com before your order is dispatched and we will amend or cancel it.

Non-food items and sets

Merchandise and other non-food items sold on their own, and gift sets containing no food or drink, can be returned within 30 days of delivery if you change your mind. Items must be unused, complete and in their original packaging.

Return postage for a change of mind is at your own cost. If free or discounted delivery applied to your original order and the return takes your order value below the qualifying threshold, we will adjust the refund accordingly. Please request a return before sending anything back, as items returned without notice may not be accepted. We may ask for a copy of your invoice or delivery note.

Returns — damaged or faulty goods

If something arrives damaged or faulty, email hello@morueats.com with your order number and a photo of the problem, telling us which item or items are affected.

Where only part of your order is affected, we will put things right at item level: either a free replacement of the damaged item, or a refund of its value. Where the item forms part of a gift set, we will replace the individual component wherever we hold it in stock, so the rest of the set can still be used or given.

Please contact us as soon as you notice a problem, and within 30 days of delivery. Keeping the original packaging helps us investigate with our courier, although it is not a condition of your refund.

Gifts sent to someone else

If your order went directly to a recipient, please contact us yourself rather than asking them to. The order is between us and you, so we can only arrange a replacement or refund with the person who placed it. We are happy to send any replacement straight to the recipient.

Wrong or missing items

If something is missing, or an item arrived that you did not order, email hello@morueats.com within 30 days of delivery with your order number. We will check the order against our packing and dispatch records, then send the correct item or refund it.

Receiving a refund

We will let you know once a refund has been approved. Approved refunds typically go back to your original payment method within 10 business days. If more than 10 business days have passed since approval, please get in touch.

Questions about a specific order can go to hello@morueats.com. This policy does not affect your statutory rights.

Last updated: 28 August 2026