Refund Policy — Pääkokin Keittiö

1. Order Cancellation

Before Preparation

You may cancel your order free of charge if the kitchen has not yet started preparing your food. Please contact us immediately by phone at +358 XX XXX XXXX.

During Preparation

Once food preparation has begun, cancellations are not possible as ingredients have already been used.

Scheduled Orders

Scheduled orders can be cancelled up to 1 hour before the scheduled time.

2. Refund Eligibility

You are entitled to a full or partial refund in the following cases:

Wrong items delivered: If you receive items different from what you ordered
Missing items: If items are missing from your order
Food quality issues: If the food is spoiled, contaminated, or significantly below expected quality
Excessive delivery delay: If delivery is more than 45 minutes past the estimated time (delivery orders only)
Allergenic contamination: If you received food containing allergens you specified during ordering

3. Non-Refundable Cases

Change of mind after food preparation has started
Incorrect address provided by the customer
Customer unavailable for delivery at the provided address
Dissatisfaction with personal taste preferences (e.g., "too spicy" for a dish labeled as spicy)
Orders not picked up within 30 minutes of the ready notification (pickup orders)

4. How to Request a Refund

To request a refund, please:

Contact us within 24 hours of receiving your order
Provide your order number and a description of the issue
Include photos if applicable (wrong items, quality issues)

Phone: +358 XX XXX XXXX
Email: info@paakokinkeittiö.fi
In person at the restaurant

5. Refund Methods

Original payment method: Refunds are processed to the original payment method within 5–10 business days
Store credit: We may offer store credit or a replacement order as an alternative
Partial refund: For partially incorrect orders, a proportional refund will be issued

6. Promotional Orders

For orders placed with promo codes or discounts:

Refunds are based on the actual amount paid, not the original menu price
Promo codes used on refunded orders may be reissued at our discretion
Free delivery promotions are non-refundable

7. Consumer Rights (Finnish Law)

As food is a perishable product, the standard 14-day cooling-off period under the Finnish Consumer Protection Act (Kuluttajansuojalaki) does not apply to prepared food orders. However, you retain all rights under Finnish consumer protection law regarding product quality and conformity.

For consumer disputes, you may contact:

Finnish Consumer Disputes Board (Kuluttajariitalautakunta)
Website: kuluttajariita.fi

8. Contact

Pääkokin Keittiö
Turku, Finland
Email: info@paakokinkeittiö.fi
Phone: +358 XX XXX XXXX

Refund & Cancellation Policy