Refunds & Returns

This page covers orders placed here, on our own website or app. If you ordered Pechka through Deliveroo, Talabat, Careem, Keeta, Instashop or Noon, your order and your payment were with that platform, not with us — so the refund has to be claimed from them, in their own app, under their policy and their time limits. We cannot refund money that never reached us, and coming to us first only delays you.

Do still tell us what happened. We will look into the kitchen side and put it right for next time, even though the refund itself is theirs to issue.

• Damaged in transit. Your order arrives significantly damaged and roughly 30% or more of it is affected — food spilled during delivery, crushed packaging that ruins the meal, or a substantial loss of product. Photographs help.
• Quality problems. Food arrives spoiled, contains a foreign object, or is otherwise not fit to eat.
• Missing items. Something you paid for is not in the bag. Compensation is based on the value of what is missing.
• Wrong order. You receive something substantially different from what you ordered. We review these individually.

Approved claims are settled as Pechka store credit, added straight to your account. It appears with your rewards balance, can be spent on any future order across delivery, pickup and the cafe, and does not expire unless we tell you otherwise when it is issued. The amount depends on the nature of the problem and the value of the items affected.

Two things worth knowing, so there are no surprises:

• Any sushki you earned on the original order are reversed when it is refunded, and any sushki you used on it are returned to you.
• Paying with store credit means that order does not earn cashback — the same rule that applies to sushki and promo codes.

Store credit is the standard remedy. If your situation calls for the money to go back to your card instead, tell us when you report the problem and we will consider it case by case.

• Personal taste — a dish not being to your liking.
• Minor packaging imperfections.
• Small differences in presentation from the photographs.
• Delays caused by weather, traffic or other circumstances outside our control.
• Orders that went astray because the delivery details given to us were incorrect.
• Claims we cannot verify, where no supporting evidence is available.
• Problems reported more than 48 hours after delivery.

Get in touch as soon as you can after receiving the order, with:

• Your order number
• The name on the order
• A phone number or email we can reach you on
• What went wrong
• Photographs, where they would show the problem

Duplicate charges, failed transactions and payment gateway errors are handled separately from food complaints, because they are a different kind of problem. Contact us with your order details and we will investigate with our payment provider. Where money has genuinely been taken twice, it is returned through the original payment method in line with the provider’s process and applicable law.

We look into every claim. Claims we find to be false, misleading or abusive are declined, and repeatedly misusing this process may lead to restrictions on future claims or on your account.