Refunds & Cancellations

We want every order right. If something is wrong with your food, tell us and we will replace it or refund it. Because we prepare fresh, perishable food to order, there are limits on cancelling once we have started preparing — set out below. This policy sits alongside your legal rights and does not replace them.

Orders placed and paid online are for collection from our café on Sandown Road, Watford. Payment is taken at the time you order, through our payment processor Stripe. We do not deliver.

You can cancel for a full refund before we have started preparing your order. Call us on 07957 432842 as soon as possible with your order number and we will confirm whether preparation has begun.

Once preparation has started we may be unable to cancel, because the food is freshly made and perishable. This reflects the exemption for perishable goods and made-to-order food under the Consumer Contracts Regulations 2013 — the standard 14-day right to change your mind does not apply to freshly prepared food.

Under the Consumer Rights Act 2015, food and drink you buy from us must be of satisfactory quality, as described, and fit to eat. If an item is wrong, missing, or not of satisfactory quality, we will replace it or give you a full refund for that item.

Please tell us at the hatch when you collect, or contact us the same day, so we can put it right quickly. Where practical, letting us see the item helps us resolve it fastest.

We handle nuts, gluten, dairy, eggs and other allergens in an open kitchen, so we cannot guarantee any item is free from cross-contamination. Our allergen information is a guide, not a guarantee. If you have a serious allergy, please speak to staff before ordering — see our allergen guide. We are unable to refund on the basis of preferences we were not told about before preparation.

Approved refunds are made to the original card or payment method used, through Stripe. Card refunds usually appear within 5–10 business days, depending on your bank. We do not charge a fee for refunds. You will receive email confirmation when a refund is issued.

Phone: 07957 432842
Email: hello@mainlineprovisions.co.uk
Main Line Provisions Ltd (company no. 17098435), Sandown Road, Watford, WD24.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.