Refund & Cancellation Policy
Last updated: 29 July 2026
This Refund & Cancellation Policy applies to purchases made from Kai Social, operated by The Kai Collection Ltd.
Company address: 35 Ferndale Road, Co. Antrim, BT36 5AS
Email: meetatkai@icloud.com
Made-to-order food and drinks
Most Kai Social products are fresh, perishable and prepared specifically for each customer.
Because these products can deteriorate or expire quickly, customers do not normally have a statutory right to cancel or return them simply because they have changed their mind.
This does not affect your legal rights where an order is faulty, unsafe, not as described or otherwise not provided with reasonable care and skill.
Cancelling an order
If you need to cancel an order, please contact us as quickly as possible.
An order may be cancelled for a full refund if preparation has not yet started. Once preparation has begun, we may be unable to cancel or refund the order because ingredients, staff time and other resources have already been committed.
Submitting a cancellation request does not guarantee that the order can be stopped.
Incorrect, missing or unsatisfactory orders
Please check your order as soon as you receive or collect it.
If an item is missing, incorrect, damaged, unsafe, not as described or otherwise unsatisfactory, contact us as soon as reasonably possible at meetatkai@icloud.com or speak to a member of staff.
Please provide:
Your name
Order number or proof of purchase
A description of the issue
Photographs where relevant
Depending on the circumstances, we may offer:
A replacement item
A corrected order
Store credit
A partial refund
A full refund
The appropriate resolution will depend on the nature of the issue and the portion of the order affected. Store credit will only be offered as an optional resolution where you are legally entitled to a monetary refund.
Collection orders
Customers are responsible for collecting their order from the agreed location and within the stated collection period.
If you expect to be late, please contact us as soon as possible. We will make reasonable efforts to hold the order, but we cannot guarantee its quality after the recommended collection time.
Orders that have been prepared but are not collected will not normally qualify for a refund.
If Kai Social cannot fulfil your order, we will contact you and provide an appropriate replacement, alternative or refund.
Late orders
Collection times are estimates and may be affected by demand or circumstances outside our reasonable control.
A minor delay will not normally qualify for a refund. If an order is significantly delayed and preparation has not started, you may request cancellation.
Where timing was agreed as essential and we fail to provide the order within that agreed time, your legal rights will apply.
Allergies and dietary requirements
Customers are responsible for informing us about allergies and dietary requirements before placing or confirming an order.
We take allergen requests seriously. However, unless we expressly confirm otherwise, our products may be prepared in an environment where allergens are present and accidental cross-contact may occur.
If your order does not follow an allergy or dietary instruction that we expressly accepted, do not consume it. Contact us immediately so that we can investigate and provide an appropriate resolution.
Change-of-mind requests
We do not normally provide refunds because:
You changed your mind
You ordered the wrong product
You selected the wrong size, flavour, milk, topping or customisation
You no longer want the order
You failed to collect the order
You did not enjoy a product where there was no quality issue and it was prepared as ordered
We may offer a replacement or store credit as a gesture of goodwill, but this is at our discretion and does not create an ongoing obligation.
Approved refunds
Approved refunds will normally be returned to the original payment method.
Although we will process approved refunds promptly, banks and payment providers may take approximately 5–10 working days to display the funds in your account. Processing times are controlled by the relevant payment provider.
Promotions and loyalty rewards
Where an order was purchased using KaiClub points, rewards, promotional credit or a discount, any refund or replacement may reflect the amount actually paid.
Points or rewards may be returned to the relevant KaiClub account where appropriate. Promotional offers have no cash value unless otherwise stated.
Our right to cancel
We may cancel an order where:
An item or ingredient is unavailable
Pricing or product information contains an obvious error
We cannot safely fulfil an allergy or dietary request
Payment has not been authorised
We reasonably suspect fraud or misuse
Circumstances outside our reasonable control prevent fulfilment
Where we cancel an order before it is provided, we will issue a full refund for the cancelled items.
Your legal rights
Nothing in this policy excludes or limits any rights or remedies available under applicable consumer law.
Goods must be of satisfactory quality, fit for purpose and as described. Services must be provided with reasonable care and skill.
Contact us
For cancellations, refund requests or order issues, contact:
The Kai Collection Ltd
meetatkai@icloud.com