18 Jul 2014

Cancelling, exchanging meals & getting your money back…

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Quite a few of you have asked if there is a way to “try before you buy”, in case you don’t like the food, or find the meal plan isn't for you.

We can totally understand where you're coming from - we love all our amazing customers, and we love keeping you guys happy!

For logistical reasons, we are unable to offer free trial hampers, but we have done our best to put processes in place, to ensure no one is stuck in a meal plan, or with food, they don't like.

In this blog post, you can find out more information about the following… 

  • How to exchange any food you don’t like  
  • How to get a refund if the diet’s not for you
  • How to get your hands on a sold out item
  • Why you might receive items you didn't order 
  • How to get in touch with our Customer Services Team

Exchanging meals 

While we are very confident in the taste and quality of all our food, we do recognise that not everyone is going to like everything on the menu. That's why we have an exchange policy in place.

How does it work? 

If you don't like some of the meals in your hamper, you can send them back to us within 21 days of receiving your hamper, and we will post your chosen replacement meals out to you. If you have quite a few items to exchange, you will need to cover the cost of posting the food back to us, but we'll send you your replacements free of charge.

Our Customer Services Team can help with this – scroll to bottom for contact info.

21 day money back guarantee 

We believe wholeheartedly in our product, but we appreciate that this type of meal plan might not be for everyone. That's why we offer a full refund, through our 21 day money back guarantee.

How does it work?

If you order any of our regular meal plans (4 weeks, 8 weeks, or 12 weeks) and decide after a couple of weeks that you don't like the food, or that the diet just isn't for you, you can contact us and cancel. Provided the remaining food is returned to us within 21 days of you receiving your first hamper, you will be refunded.

Full subscription refund 

You will get a full refund on the subscription cost you have paid (it can take up to 7 working days for this to appear in your bank account) and you will not receive any further hampers.

The only thing you will need to cover is the cost of sending the remaining food back to us. You would normally arrange this yourself, using the courier service of your choice (typically £10-£20). Alternatively, you can ask to arrange it with our courier partner, UK Mail, which will cost £15.

So, worst case scenario; you get a couple of weeks worth of Diet Chef food for just £10-£20!

Our Customer Services Team can help with cancellations and refunds – scroll to bottom for contact info.

Please note

If more than 21 days have passed since you received your first Diet Chef hamper, you will not be eligible for the money back guarantee, and cancellation charges will apply if you want to end you subscription before your minimum commitment period is up.

The minimum commitment period is 4, 8, or 12 weeks, depending on which plan you choose.

What if a meal I want is sold out? 

Our Operations Team works really hard to ensure our supplies are continuously replenished. However, unforeseen and unusually high demand does sometimes take us by surprise, meaning products are occasionally sold out for a short period.

We’ll try our best to get it to you!

If, when you are ordering your hamper, one or more of your favourite items are out of stock, our Customer Services Team will be happy to send some out to you as soon as we have them – see below for contact info.

Why are there items in my hamper that I didn't order? 

When you place your order, your hamper is automatically populated with our most popular items. You get the option to customise the hamper by adding and removing meals in each meal category, before you get to the check-out.

Sometimes, if a meal you have chosen sells out before your order is processed, we will replace it with more of some other dish that you selected.

Please note

If your web session is interrupted or you don’t log into My account while ordering, your selections may not be registered properly and you could be sent the ‘standard hamper’. Always check your basket and meal selections, making sure you are logged in to your Diet Chef online account, before you check out.

The Customer Services Team can help you exchange any meals you don’t want.

How to contact our Customer Services Team…

Our Customer Services Team is always happy to answer your questions and try to resolve any issues you have – the team is available throughout the week:

Monday – Thursday: 8am – 8pm
Friday: 8am – 6pm
Saturday – Sunday: 10am – 2pm

Chat with us online

You can chat with the team live online Monday – Friday, using LiveHelp.

Call us

Alternatively, you can call the team during our open hours:

UK: 0333 103 6000
Republic of Ireland: 1890 905 900

Email us

If you are already a customer, please include your postal address in any emails, so we can check your account details before getting back to you:

info@dietchef.co.uk 

By post

If you’d like to write to us, drop us a line at the following address:

Diet Chef Ltd
Rosewell House
2 Harvest Drive
Newbridge
EH28 8QJ
Returns

If you are returning products then they should be sent to:

Diet Chef Ltd
Unit 6,
Cliftonhall Yards
Newbridge One
Newbridge
EH28 8QN

Ready to start your weight loss journey? Check out our meal plans now!


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15 Jul 2014

Our milkshakes bring all the taste to the yard…

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One of the most important things I do as the Development Chef at Diet Chef is try to secure the best tasting products, and the best choice of products, for our customers. As part of this work, we recently launched a new range of milkshakes.

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14 Jul 2014

Chef Alan talks couscous and bulgar wheat…

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As the Development Chef, I work closely with my colleagues and our suppliers to offer customers a wide selection of tasty meals, and as many great choices of breakfasts, lunches, dinners and snacks as possible.

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