Last updated: June 2026

At Mama Kitchen, we take great pride in the quality and freshness of our food. We want every order to meet your expectations. This Return Policy explains your rights regarding refunds, cancellations, and complaints for orders placed through our website or by phone.

1. Perishable Food Items

Due to the nature of freshly prepared food, most items cannot be returned once they have been prepared or delivered, in accordance with applicable consumer protection regulations for perishable goods. However, we are committed to resolving any genuine quality issues promptly and fairly.

2. Order Cancellations

Before preparation begins:

  • You may cancel your order free of charge if we have not yet started preparing it
  • Contact us immediately at info@mamakitchen.de or call +49 177 8019332
  • A full refund will be issued to your original payment method within 5–10 business days

After preparation has started:

  • Cancellations may not be possible once your order is being prepared
  • We will do our best to accommodate changes where feasible — please contact us as soon as possible

3. Incorrect or Missing Items

If you receive the wrong item or items are missing from your order, please contact us within 2 hours of collection or delivery with:

  • Your order number or name
  • A description of the issue
  • A photo of the order (if applicable)

We will offer one of the following at our discretion:

  • Replacement of the missing or incorrect item(s)
  • A partial or full refund for the affected item(s)
  • A credit toward a future order

4. Quality Concerns

If you are dissatisfied with the quality of your food, please let us know within 2 hours of receiving your order. We take food safety and quality seriously and will investigate every complaint. Depending on the circumstances, we may offer:

  • A replacement meal
  • A partial or full refund
  • A voucher for a future visit or order

We reserve the right to request evidence (such as photographs) to assess quality claims. Claims made after 24 hours may not be eligible for a refund.

5. Delivery Issues

If your delivery is significantly late or arrives in an unsatisfactory condition due to our error or that of our delivery partner, please contact us immediately. We will work to resolve the issue and may offer a refund, replacement, or credit as appropriate.

We are not responsible for delays caused by circumstances beyond our control (e.g. severe weather, traffic, or incorrect address details provided by the customer).

6. Dine-In & Restaurant Orders

For orders placed and consumed in our restaurant, please speak to a member of our team during your visit. We will address any concerns on the spot to ensure your dining experience meets our standards.

7. Refund Process

Approved refunds will be processed as follows:

  • Refunds are returned to the original payment method used for the order
  • Processing time: 5–10 business days depending on your bank or payment provider
  • You will receive email confirmation once a refund has been initiated

Vouchers and promotional credits are non-refundable unless required by law.

8. Gift Vouchers

Gift vouchers purchased from Mama Kitchen are valid for the period stated on the voucher. Gift vouchers are non-refundable once purchased, except where required by applicable law. Lost or stolen vouchers cannot be replaced.

9. How to Make a Complaint

To request a refund, replacement, or report an issue, please contact us:

Email: info@mamakitchen.de
Phone: +49 177 8019332
In person: Visit us at Mama Kitchen, Chemnitz

Please include your order number, the date of your order, and a clear description of the issue. We aim to respond to all complaints within 2 business days.

10. Your Statutory Rights

This Return Policy does not affect your statutory rights as a consumer under German and EU law. If you are a consumer, you may have additional rights regarding defective goods or services that cannot be excluded or limited.

11. Changes to This Policy

We may update this Return Policy from time to time. The current version will always be available on this page. Changes take effect upon publication.