Refund Policy

1. Introduction

This policy explains when TRiBE United Kingdom refunds an order placed through the TRiBE United Kingdom site — food, merchandise, bookings and events.

2. Merchandise — your right to change your mind

Return postage: you pay to send an item back when you are simply changing your mind. We pay when the item is faulty, damaged, or not what you ordered.

We may reduce your refund to reflect any loss in value if you handled the goods more than you would have been able to in a shop — trying a garment on is fine, wearing it out is not.

Please include your order number or a receipt so we can find your purchase.

3. Where the right to change your mind does not apply

The law does not give a cancellation right for everything bought at a distance. It does not cover:

• Food, drink and anything else that spoils quickly
• Items made to your specification or personalised for you
• Sealed hygiene or personal-care items once the seal is broken
• Bookings for a specific date — restaurant tables, events and catering are covered by the cancellation terms in sections 5 and 6 instead

None of these exclusions affect your right to a refund if the item turns out to be faulty or not as described.

4. Food orders

We refund a food order in these situations:

• You cancel in time: a full refund if you cancel within 1 hour of ordering and before we have started preparing it.
• Wrong order: a full refund or a replacement, whichever you prefer.
• Quality problem: a full or partial refund where an item arrives spoiled, undercooked or otherwise not to standard.
• Missing items: a refund for anything you paid for and did not receive.
• Late or undelivered: a refund where an order arrives more than 30 minutes after the estimated time, or does not arrive.

We would rather sort a problem out on the day, so please tell us within 24 hours of collection or delivery while we can still check what happened. Contacting us later does not remove your legal rights, but it does make a quality complaint harder for both of us to resolve.

We will not usually refund a change of mind once food has been prepared, an order that has been mostly eaten, or a delivery that failed because the address or phone number given to us was wrong.

5. Table bookings and deposits

Parties of 6 or more pay a deposit of €10.00 per person once we have reviewed the booking request. The whole deposit comes off your bill on the day — it is a hold, not a charge for the booking.

• Cancel 48 hours or more before: the deposit is refunded in full.
• Cancel within 48 hours, or do not arrive: we may keep the part of the deposit that reflects the loss we actually suffered from holding the table. We will tell you how that figure was reached, and we refund the rest.
• Reduce your party size: tell us in advance and we refund the per-person deposit for the people who are no longer coming.
• We cancel: a full refund, always.

Deposits are taken in EUR (€), so a refund is returned in EUR too. The amount that reaches your account depends on your bank’s exchange rate on each day, which we do not control.

6. Events and catering

Events are planned and bought for in advance, so cancelling late costs us money we cannot recover. Our standard terms are:

• More than 7 days before the event: a full refund, less any costs we have already committed on your behalf.
• 3 to 7 days before: we retain up to 50% to cover staffing and stock already ordered.
• Less than 3 days before: we retain the deposit and any payment made.

In every case we only keep what genuinely covers our loss. If we manage to resell the date or use the stock elsewhere, we refund the difference — you will never be charged more than the cancellation actually cost us.

Changes: tell us about a change to guest numbers, menu or services at least 48 hours before the event. After that the headcount is fixed and extra charges may apply.

7. How to ask for a refund

1. Get in touch: email shoprochester@tribemalta.com or call +447592404265. A plain email saying you want to cancel is enough — there is no form you have to use.
2. Give us the order details: your order number, the date, and which items are affected.
3. Tell us what went wrong, and send a photo if the item arrived damaged or incorrect — it helps, but it is not a condition of your refund.

8. How long a refund takes

• We review refund requests within 2–3 working days.
• Cancellations under your legal right are refunded within 14 days, as set out in section 2.
• We refund to the original payment method and never charge you a fee for it.
• Your bank then takes its own time — usually 5 to 10 working days — to show the money in your account.

We email you as soon as a refund has been sent.

9. Partial refunds, replacements and credit

Where only part of an order is affected we refund that part. We may also offer, and you are free to decline in favour of a refund:

• A replacement — we remake or replace the item at no cost.
• Store credit for future orders. Credit does not expire.
• A voucher as a goodwill gesture for the inconvenience.

Where you have a legal right to a refund, you can insist on the refund. We will not push credit on you instead.

10. Gift cards and vouchers

A gift card bought through this site can be cancelled within 14 days of purchase for a full refund, as long as it has not been redeemed. Once it has been used, in whole or in part, we cannot refund it. Promotional vouchers and goodwill credit have no cash value and cannot be exchanged for money.

11. Problems with a charge

If you spot a charge you do not recognise or think is wrong, contact us before you raise it with your bank — we can almost always resolve it faster, and we will never charge you a fee for querying a payment or for raising a chargeback. Raising a chargeback is your right and using it will not affect your account.

12. When we cannot fulfil an order

If circumstances outside our reasonable control stop us fulfilling your order or hosting your event — severe weather, a power or supplier failure, a government restriction — we will contact you as soon as we can and either reschedule at no extra charge or refund you in full, whichever you prefer.

13. Contact and complaints

For anything to do with a refund, or if you are unhappy with how we have handled one:

If we cannot resolve a complaint between us, you can take it to the Citizens Advice consumer service.

14. Changes to this policy

We may update this policy. The version that applies to your order is the one published when you placed it. See also our Terms of Service.