Refunds and Cancellations
This policy explains the practical approach Lethela applies to order issues, cancellations and refund handling.
Before preparation or acceptance
Where an order has not been accepted, confirmed or prepared, we may cancel it and reverse the payment or stop the order before fulfilment.
After preparation or dispatch
Once food is prepared or an order is already out for delivery, a full refund may not be available unless there is a service failure, incorrect item, quality issue, or another justified reason.
Missing, incorrect or damaged orders
If an item is missing, materially incorrect, damaged, or not reasonably fit for its intended purpose, please contact support promptly. The outcome may include replacement, credit, partial refund, or full refund depending on the issue.
Delivery fee handling
Delivery fees may be refunded in full or in part where the delivery service materially failed, the wrong order was delivered, or the order could not be fulfilled.
How to get help
For order issues, use the order reference and contact Lethela support through the available support channels as soon as possible after delivery or failed checkout.