Refund policy

Last updated: 26 October 2026

This policy explains your rights to cancel, return and get a refund. It does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Online shop products (for example, Suya Spice)

Change of mind: you can cancel your order within 14 days of receiving it, without giving a reason. For hygiene and food safety reasons, this only applies to products that are unopened and still sealed in their original packaging.

To cancel, email info@thesuyafactory.com with your order number within 14 days of delivery. You then have a further 14 days to send the item back to: The Suya Factory, Unit 2C, Pier 5, The Quays, Dock Head Road, St Mary's Island, Chatham, Kent, ME4 4ZJ. Unless the item is faulty or we sent the wrong item, you will need to pay for the return postage.

We will refund the price of the item and the standard delivery charge within 14 days of receiving the item back, using the payment method you used to pay.

Faulty, damaged or incorrect items: please check your order when it arrives. If an item is faulty, damaged, out of date or not what you ordered, contact us within 30 days of delivery with your order number and a photo. We will offer a replacement or a full refund, including any postage costs.

2. Restaurant meals and food orders

Freshly prepared food for eating in, collection or delivery cannot be returned, and the 14-day cancellation right does not apply. If there is a problem with your meal, please tell a member of staff straight away, or contact us as soon as possible for collection or delivery orders, and we will do our best to put it right, for example by replacing the dish or giving a full or partial refund.

3. Table booking deposits

Deposits for bookings of 6 or more guests are non-refundable, as set out in our Terms of Service. If we have to cancel your booking, we will refund your deposit in full.

4. Catering and private events

Deposits and balances for catering and private events are covered by the catering section of our Terms of Service. If we cancel for a reason within our control, we will refund everything you have paid.

5. Contact us

Email info@thesuyafactory.com or call 020 3488 9204.