CaterChoice
Warranty Policy
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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 dispatch. Defects are our responsibility.

Fast Resolutions

Replacements dispatched on the next available delivery run.

Last updated

January 2025

100%

Quality Guarantee

On every product

24h

Claims Window

From delivery time

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 delivery.
  • 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 delivery.
  • 4Our quality guarantee is in addition to, and does not affect, your statutory rights as a business customer.

Section 2

What Is Covered

  • 1Products delivered in a damaged, broken, or unusable condition.
  • 2Items that do not match the product description or specification on our website.
  • 3Short deliveries — items listed on your invoice but not received.
  • 4Products found to be defective or of unacceptable quality upon receipt.
  • 5Chilled 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.
  • 2Damage caused by improper storage, handling, or use after delivery.
  • 3Products with a short remaining shelf life where this was clearly stated at the time of purchase.
  • 4Natural variations in appearance, size, or colour of fresh produce.
  • 5Claims made more than 24 hours after delivery (except where a defect could not reasonably have been discovered earlier).

Section 4

How to Make a Claim

  • 1Inspect your delivery carefully upon arrival before signing any delivery documentation.
  • 2Report any issues immediately — call your local branch or email info@cater-choice.com within 24 hours.
  • 3Provide your order number, a description of the issue, and clear photographs of the affected products.
  • 4Do not dispose of any products before the claim is resolved, as we may need to inspect them.
  • 5We 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

  • 1Damage, shortage, or quality claims: must be reported within 24 hours of delivery.
  • 2Hidden defects (not visible upon delivery): must be reported as soon as reasonably practicable.
  • 3All claims are reviewed and acknowledged within 1 business day of receipt.
  • 4Replacements are dispatched on the next available delivery 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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