Return Policy

Last updated: 01-10-2026

Because Golden Plate sells fresh, chilled and frozen food, we cannot accept returns of food products for reasons of health and safety, except in the cases below.

When we accept a return or replacement

• The item arrived damaged, defective, spoiled, or thawed when it should be frozen
• You received the wrong item or a missing item
• The product was past or very close to its expiry date on delivery

How to report a problem

1. Contact us within 24 hours of delivery via WhatsApp, email, or phone.
2. Send your order number and clear photos of the product, the packaging and the label.
3. Keep the product stored safely (refrigerated or frozen) until we respond. Do not consume it.

Our team will review your request and reply within 1 business day. Where approved, we will arrange collection if needed and offer a replacement or refund (see Refund & Cancellation Policy).

What we cannot accept

• Change of mind, or products opened, cooked, partially used or improperly stored
• Reports made after the reporting window
• Complaints about taste preference alone
• Customised items, such as a Build Your BBQ Box, unless damaged or incorrect

Non-food items (e.g. accessories, if any): may be returned within 7 days in unused, original condition with proof of purchase.