Refund Policy

the Orange Bird Refund Policy

Effective from 15 October 2026

Our approach

We want you to love everything you order from us. Most of our products are food, so for hygiene and safety reasons we are unable to accept returns or offer refunds if you simply change your mind. If something arrives damaged, faulty or not as ordered, though, we will always put it right.

This policy covers orders from the Orange Bird online shop, gift vouchers and Orange Bird Club memberships. It does not affect your statutory rights as a consumer.

Food products

Our sauces, spice blends and other edible products are perishable and sealed for hygiene reasons, so they cannot be returned once they have been sent out, unless they are faulty, damaged or incorrect.

Please check the product description and ingredients, including allergen information, carefully before placing your order. We are unable to offer refunds for products that have been opened or used, or for changes of mind or taste.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, leaking, past its best before date, or is not what you ordered, please let us know within 48 hours of delivery by emailing reservations@theorangebird.co.uk with:

- your name and order number
- a short description of the problem
- a photo of the item and its packaging

Once we have looked at your claim, we will offer you a replacement or a full refund for the affected items, including any delivery charge where relevant. We will not ask you to send food items back.

Missing or delayed orders

If your order has not arrived within the expected delivery time, please get in touch and we will look into it with our delivery partner. If a parcel is confirmed as lost, we will send a replacement or give you a full refund.

Please make sure your delivery address is correct when ordering. We are unable to refund orders that cannot be delivered because of an incorrect or incomplete address, or that are returned to us after failed delivery attempts.

Cancelling an order

If you would like to cancel an order, email us as soon as possible. If it has not yet been packed or dispatched, we will cancel it and give you a full refund. Once an order has been dispatched, it cannot be cancelled.

Recipes

Where recipes are sold as digital downloads, you will be asked to agree to immediate access when you buy. Once a download has started, you will no longer have the right to cancel and we are unable to offer a refund, unless the file is faulty or cannot be accessed and we are unable to fix it.

Gift vouchers

Gift vouchers cannot be exchanged for cash or refunded once purchased, except where the law requires it. If you have bought a voucher and made a mistake, for example with the recipient's details, get in touch straight away and we will do our best to help.

Please treat vouchers like cash and keep them safe. We cannot replace vouchers that have been lost, stolen or used by someone else. Vouchers must be used within the validity period shown on the voucher.

Orange Bird Club membership

You can cancel your Orange Bird Club membership within 14 days of joining for a full refund, as long as you have not yet used any member benefits. If you have used benefits during that time, we may deduct their value from your refund.

After 14 days, membership fees are non-refundable. You can cancel at any time to stop your membership renewing, and you will keep your benefits until the end of your current membership year.

Restaurant bookings

Table bookings are covered by our booking terms. We kindly ask for at least 24 hours' notice if you need to cancel your reservation. Where a deposit has been taken, the terms shown when you booked will apply.

How refunds are paid

Approved refunds are made to your original payment method within 14 days of us confirming them. Depending on your bank or card provider, it may take a few extra days for the money to show in your account.

Contact us

If you have any questions about this policy or a problem with your order, we are happy to help:

the Orange Bird
78 Middlewood Road, Hillsborough, Sheffield S6 4HA
reservations@theorangebird.co.uk
0114 234 9330