1. Who we are
Kent Grill is operated by KENT GRILL LTD (Company No. 16430531), directed by Baljinder Kaur Anand. Registered office: 128 City Road, London, EC1V 2NX. Kitchen: 22 Windhover Way, Gravesend, DA12 4NS. Contact: orders@kentgrillltd.co.uk, +44 7424 425798.
2. Freshly made food and the 14-day right
Because every order is cooked fresh for you and is perishable, the standard 14-day cancellation right does not apply to our food (regulation 28, Consumer Contracts Regulations 2013). Instead, your protection comes from our order promise below and your statutory rights under the Consumer Rights Act 2015 — food must be of satisfactory quality, as described and fit to eat, and nothing in this policy reduces those rights.
3. Our order promise
If anything is wrong with your order — an item is missing, incorrect, cold on arrival, or below the standard you would expect — contact us on +44 7424 425798 or orders@kentgrillltd.co.uk as soon as you notice, and in any case within 24 hours of delivery or collection, with your order number and ideally a photo. Depending on what has gone wrong and what you prefer, we will redeliver the affected item where practical, or refund the affected item, or refund the whole order where the problem affects the whole order. Please do not dispose of food you are reporting as unsafe until we have spoken.
4. Cancelling just after ordering
If you need to cancel an order you have just placed, call us immediately. If the kitchen has not started preparing it, we will cancel and refund in full. Once preparation has started we cannot cancel, because the food is being made specifically for you.
5. Failed deliveries
If our driver cannot reach you at the address given and cannot contact you by phone within a reasonable time, the food cannot be resold or redelivered later for food-safety reasons and no refund is due, though we will always try to reach you first. If the failure is ours, you receive a full refund or a redelivery, whichever you prefer.
6. How refunds are paid
Refunds go back to the card used to pay, normally within 3 working days of being agreed. If a refund has not appeared within 10 working days, contact us and we will chase it with the payment provider. Last updated July 2026.