Policies

Warranty Policy

We stand behind every product we supply. Here's what we cover, what's not covered, and how to make a claim if something goes wrong.

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Quality Guaranteed

Every product is checked before collection. Defects are our responsibility.

Fast Resolutions

Last updated

January 2025

100%

Quality Guarantee

On every product

Next Run

Replacements

Fastest resolution

3–5 Days

Refund Processing

To original method

At CaterChoice, we stand behind the quality of every product we supply. This Warranty Policy sets out our commitment to quality, what you're entitled to if something goes wrong, and how to make a claim. We aim to resolve all issues quickly and fairly.

Section 1

Our Quality Guarantee

1CaterChoice guarantees that all products supplied are fit for purpose and of satisfactory quality at the time of collection.
2All products are sourced from reputable suppliers and comply with applicable UK food safety regulations.
3We take full responsibility for any products found to be defective, damaged, or not as described at the time of collection.
4Our quality guarantee is in addition to, and does not affect, your statutory rights as a business customer.

Section 2

What Is Covered

1Items that do not match the product description or specification on our website.
2Products found to be defective or of unacceptable quality upon receipt.
3Chilled or frozen products that arrive outside the required temperature range due to our packaging or transport.

Section 3

What Is Not Covered

1Products that have been used, consumed, or processed by the customer.
2Products with a short remaining shelf life where this was clearly stated at the time of purchase.
3Natural variations in appearance, size, or colour of fresh produce.

Section 4

How to Make a Claim

1Report any issues immediately — call your local branch or email info@cater-choice.com within 24 hours.
2Provide your order number, a description of the issue, and clear photographs of the affected products.
3Do not dispose of any products before the claim is resolved, as we may need to inspect them.
4We will acknowledge your claim within 1 business day and aim to resolve it within 3 business days.

Section 5

Remedies & Resolutions

1Replacement of the affected products at no additional cost to you — this is our preferred resolution.
2A credit note applied to your account, equivalent to the value of the affected products.
3A refund to your original payment method, processed within 3–5 business days of approval.
4The remedy offered will depend on the nature of the issue, stock availability, and your preference.

Section 6

Claim Timeframes

1Hidden defects (not visible upon collection): must be reported as soon as reasonably practicable.
2All claims are reviewed and acknowledged within 1 business day of receipt.
3Replacements on the next available collection run; refunds processed within 3–5 business days.

Email a claim

info@cater-choice.com

Include photos and order number

Call to claim

+44 121 357 9100

Mon–Fri 9AM–5:30PM

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