Refund and Returns Policy

1. Introduction

Welcome to The Fresh Queens! We are committed to your satisfaction with our Fresh Pasta and Grrek Donuts Products. This Refund & Returns Policy outlines our approach when you purchase via our website or in-store. By placing an order, you accept and agree to this policy.

2. When Returns or Refunds Are Available

We understand that sometimes things don’t go as expected. You may be eligible for a return or refund in the following circumstances:

• You receive the wrong item or missing item(s).
• The item is damaged, spoiled, or not fit for consumption at the point of delivery or pickup.
• You accidentally ordered the wrong product and the item is unused, sealed (where applicable) and still suitable for resale, only for in-store packaged goods, not for fresh perishable meals.

3. Scope & Exclusions

Because we serve fresh food prepared daily, please note the following:

• Meals consumed or opened items cannot be returned or refunded.
• Items purchased “as is”, discounted or promotional products may have limited or no return eligibility.
• Customised orders or made-to-order dishes are non-returnable unless there is a documented error on our part (e.g., wrong ingredients or allergy mistake).
• Refunds do not apply to “change of mind” after the product has been prepared and collected or delivered.

4. Time-Frames & Conditions for Return Requests

To request a return or refund, please follow these steps:

1. Report the issue within 24 hours of receipt (delivery) or within 2 hours of pickup in-store.
2. Provide your order number, description of the problem, and photos if applicable (e.g., damaged packaging, incorrect item, spoiled meal).
3. For delivery orders: do not discard the items unless requested; we may need to inspect.
4. We will review the request and respond within 48 hours. If approved, we may offer:
   • A full or partial refund (credited to your original payment method).
   • A replacement order, voucher or discount for your next purchase.

5. Refund Processing

• Refunds are processed to the original payment method. The time taken for funds to appear will depend on your bank or card issuer.
• If you paid in-store via cash and the claim is approved, we will issue a store credit voucher for the equivalent value.

6. Shipment & Return Costs

• As this is a food service business, we typically do not require the customer to ship items back. Unless otherwise specified, we may arrange collection or request photographic evidence.
• Delivery fee or standard service charges (e.g., “Free cup of Coca-Cola” promotion) are not refundable unless the main product is deemed unsatisfactory by our assessment.

7. Right to Refuse a Return

We reserve the right to refuse a return or refund if:

• The claim is made outside the required time-frame.
• Items appear used, tampered with or altered in a way that suggests personal consumption.
• The item is not stored correctly or has expired due to misuse by the customer.
• The issue arises from external factors beyond our control (e.g., courier delays/shipping issues, allergen disclosure after the meal is served).

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes in our business or legal requirements. Changes will apply immediately upon posting to this page. Please review it periodically.

9. Contact Information

If you have any questions or wish to start a return/refund request, please contact us:
The Fresh Queens
Strada Ștefan cel Mare 17, Constanța 900178
Email: info@thefreshqueens.com