Refund and Returns Policy

Last updated: July 2026

1. About This Policy

Food Prep By Lara offers authentic Nigerian home-cooked meals prepared fresh to order and delivered directly to your door in Barcelona. Because all our food is made to order using fresh ingredients and is perishable by nature, our refund and returns policy reflects the realities of a food delivery business.

We ask that you read this policy carefully before placing an order. By ordering with us, you agree to the terms set out below.

2. No Right of Withdrawal on Food Orders

Under Spanish consumer law (Real Decreto Legislativo 1/2007), perishable goods and items made to order are exempt from the standard 14-day right of withdrawal that applies to most online purchases. This means that once your order is placed, you cannot cancel it simply because you have changed your mind.

We are transparent about this from the outset so there are no surprises.

3. Order Cut-Off Times

All orders are pre-orders with the following cut-off times:

Wednesday delivery: orders must be placed by midnight on Monday.

Saturday delivery: orders must be placed by midnight on Thursday.

These cut-off times exist because we source fresh ingredients and begin preparation in advance of each delivery window.

4. Cancellations

Before the cut-off time

If you cancel your order before the relevant cut-off time, we will issue a store credit for the full value of your order. Store credits are valid for 90 days from the date of issue and can be applied to any future order.

We do not offer cash refunds for cancellations, as all orders are prepared specifically for you using fresh ingredients purchased in advance.

After the cut-off time

Once the cut-off time has passed, ingredients will have been sourced and preparation will have begun. We are unable to offer a refund or store credit for cancellations made after the cut-off time, regardless of the reason.

We strongly encourage you to review your order carefully before the cut-off time and contact us as early as possible if you need to make any changes.

5. Incorrect Orders

If you receive a dish that is different from what you ordered, or if an item is missing from your order, please contact us within 2 hours of delivery with the following:

• A clear description of the issue and your order number.
• A photo of what you received.

Where we are at fault, we will issue a store credit for the value of the incorrect or missing item. Credits apply to the affected item only, not to the full order value.

We do not re-deliver individual items outside of scheduled delivery windows.

6. Damaged Orders

We take packaging quality seriously. If your order arrives in a condition that affects the food, please contact us within 2 hours of delivery with your order number and a photo or short video clearly showing the damage.

We assess damaged order claims as follows:

• If the food is partially affected but largely intact and edible, we will issue a store credit of 50% of the value of the affected item.
• If the food is entirely unusable or inedible due to packaging failure, we will issue a store credit for the full value of the affected item.
• Claims submitted without photographic evidence will not be eligible for store credit.

7. Late Delivery

We work with third-party delivery providers and riders to get your food to you on time. In cases where a significant delay is clearly caused by an error on our end, we will offer a goodwill store credit of up to 25% of your order value as a gesture of care.

Delays caused by factors outside our control, including traffic, access difficulties, or a customer being unreachable at the delivery address, do not qualify for store credit.

8. Failed Deliveries

If delivery fails due to customer error, for example an incorrect address was provided or you were unreachable at the time of delivery, we are unable to offer a refund or store credit. Food that cannot be delivered cannot be resold or redelivered.

If delivery fails due to an error on our end, for example we dispatched to the wrong address, we will issue a full store credit for your order.

9. Quality Complaints

We take pride in the quality of every dish we send out. If you have a concern about the quality of your food, please contact us within 2 hours of delivery with your order number and clear photo or video evidence of the issue.

We review quality complaints on a case by case basis. Where there is clear and objective evidence of a quality issue, we may offer a goodwill store credit of up to 25 to 30% of the value of the affected item at our discretion.

We are unable to process quality complaints based on personal taste preferences. Our food is made to authentic Nigerian recipes and we cannot offer credits where the concern relates to flavour profile, spice level, or personal preference rather than an objective quality issue.

10. Store Credits

All store credits issued under this policy are subject to the following conditions:

• Credits are valid for 90 days from the date of issue.
• Credits are non-transferable and cannot be exchanged for cash.
• Credits can be applied to any item on our menu and are not restricted to the item that was the subject of the original complaint.
• Credits are issued at our discretion where the conditions set out in this policy are met.

11. How to Contact Us

All refund and credit requests must be submitted within 2 hours of delivery. Requests submitted after this window will not be considered.

To submit a request, contact us via:

Email: hello@foodprepbylara.com

WhatsApp: +34 603 404 828

Please include your order number, a description of the issue, and photographic or video evidence where applicable. We aim to respond to all queries within 24 hours.

12. Changes to This Policy

We may update this policy from time to time. Any changes will be reflected by the updated date at the top of this page. We encourage you to review this page before placing each order.