Last updated: 19 July 2026

We want every Machos order to arrive hot, fresh and exactly as you asked. Because our products are freshly prepared perishable food, they cannot be returned once delivered or collected — but if something isn’t right, we will put it right.

If there is a problem with your order

Please contact us as soon as possible after receiving your order — ideally straight away — and keep the items in question. Problems we will always look at include:

• Missing items
• Incorrect items or wrong options
• Food that arrives in poor condition or is not of satisfactory quality
• Orders that never arrive

What we will do

Depending on the issue, we will offer a replacement, a partial refund for the affected items, or a full refund for the order. Where photos help us understand the problem, we may ask you to share them.

Refund method and timing

Approved refunds are made to the original payment method. Card refunds are issued promptly on our side and typically appear within 3–10 working days depending on your bank or card provider.

Cancellations

You may cancel an order free of charge if preparation has not started. Once food preparation has begun we are usually unable to cancel or refund, as the order is made fresh for you.

Your statutory rights

As perishable goods made to order, takeaway food is exempt from the usual 14-day cancellation right under UK consumer law. Nothing in this policy affects your statutory rights, including your right to receive food that is of satisfactory quality and as described.