Terms and Conditions

Mama Chen's Kitchen

Terms and Conditions

This website is owned and operated by: 
MAMA CHEN LIMITED, 71-75 SHELTON STREET, COVENT GARDEN, LONDON, WC2H 9JQ.

For customer services and enquiries, please contact us on mamachens.kitchenuk@gmail.com

 1. HOW TO PLACE AN ORDER
Orders can be placed through our website. After you have placed an order with us, you will receive an email with the order confirmation and any further emails with additional information relating to your order. Once you have received an order confirmation from us you will have entered into a purchase contract with us.

In the unlikely event that there is a pricing mistake or the goods are no longer available, we will advise you of this. In this case you will not receive a confirmation email and therefore, there will be no contract between us.

Mama Chen Limited reserves the right to cancel an order or transaction at any time, for any reason. Refusal of service is at the sole discretion of the company. 

2. DELIVERY
We deliver using a variety of logistics partners depending on the size of the item and destination. While we do everything we can to adhere to delivery times stated, Mama Chen cannot be held responsible and will not accept liability or provide compensation for any delays whether in our control or not.

Our products are quality checked before dispatch to ensure they are in perfect condition. Please inspect your goods upon arrival and do not sign for them unless you are certain that they have arrived in good condition. If you are unable to check the contents on arrival please specify on the delivery note that you have inspected the box only (remark on its condition if possible) and please check goods within 24 hours. If you sign for the goods and they turn out to have been damaged, neither the transport company nor Mama Chen Limited will assume liability.

In order to keep your goods in the best condition possible during transit, they are carefully packaged to avoid damage. It is essential you keep the packaging until you are 100% satisfied with your order. If you wish to return your order for any reason we can only accept the products if returned in their original packaging. It also essential to keep the packaging until you are 100% satisfied with the order because in case of damage the delivery company will need to inspect the packaging.

Our standard delivery service is kerbside only. Where alternative delivery arrangements are requested by you, any additional costs incurred will be charged to the customer. Mama Chen Limited may refuse to organise such alternative delivery arrangements and as a result, cancel your order.

The customer is responsible for ensuring that access to the address is suitable for the goods ordered. For example, doorways should be large enough, ample space to manoeuvre the items through the property is required and parking should be available outside, for successful delivery. If in doubt, we recommend a full site survey is conducted prior to placing your order. Mama Chen Limited  will not be liable to pay for any additional charges or damages caused to your goods or property due to access restrictions.

Where the property access is restricted (e.g. second floor or higher, no lift or narrow stairwells) delivery could incur additional charges and the customer should notify us of all details when placing the order. Mama Chen Limited will not accept cancellations on the grounds of access issues that were not declared at the time of placing your order. In case of deliveries failing due to the customer not having requested alternative appropriate delivery arrangements where standard delivery is not appropriate, any additional costs (e.g. to arrange for a new delivery or temporary storage) will be the customer’s responsibility.

Please be aware that although we expect our logistics partners to take every care when delivering your products, Mama Chen Limited cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in process. It is your responsibility to take every care to cover any carpets or furniture and remove any valuables, including artwork, from the delivery area.

3. CANCELLATIONS
To cancel your order, you'll need to contact us with the request by the end of the week (Sunday, 11:59PM GMT) prior to delivery. Contact us on mamachens.kitchenuk@gmail.com withy your order number & cancellation request.

Any cancellations requested after this date may not be possible.

4. FAULTY GOODS
Please inspect your box upon receipt and contact us immediately if the box is damaged, incomplete or if you receive the wrong item, so that we can evaluate the issue and make it right. Each box is insulated and packaged with ice to ensure its contents stay <5C in transit and remain cold on arrival. If the contents are no longer cold on arrival please dispose of the contents and we will issue you with a full refund. 

5. REFUNDS
In the event of an issue with your order or a cancellation, you’ll be refunded to your original payment method. Please remember it can take some time (typically 3-5 working days) for your bank or credit card company to process the refund.

6. IMAGES/DISPLAY
We try to display our products as accurately as possible on our website. However, as different computers display different colours, we cannot guarantee the complete accuracy of the pictures or photographs shown.

7. DISCLAIMER
Any typographical, clerical or other accidental errors or omissions on documentation or information issued by Mama Chen Limited shall be subject to correction without liability on the part of Mama Chen's Kitchen. Mama Chen Limited reserves the right to cancel any order if the customer has breached one or more of these Terms & Conditions or has been subjected to any insolvency procedure or if any amounts owed by the customer to Mama Chen's Kitchen become overdue or if unforeseen events arise that materially impact Mama Chen Limited ability to execute the order as agreed with the customer (e.g. unexpected fluctuations in raw material availability). All lead times provided by Mama Chen Limited (including all lead times provided in this price list) are estimates only and whilst Mama Chen Limited will do its utmost to meet delivery dates, it shall not be under any liability whatsoever for delay in estimated delivery times or failure to deliver for any cause, or from any loss or damages that arise. Mama Chen Limited will not be liable for any damages in the event that the customer has not complied with directions provided concerning the assembly of a product or for any damages arising from misuse or lack of maintenance and care of the delivered items. Mama Chen Limited will not accept or pay for any invoice sent by third parties for the repair of defective products. Mama Chen Limited reserves the right to alter packaging dimensions or weights without prior notice. 

8. PRIVACY POLICY
For our privacy policy, please see Privacy Policy

9. APPLICABLE LAW
The agreements regulated by these Terms & Conditions shall be governed by the laws of the United Kingdom and the customer agrees to submit to the exclusive jurisdiction of the UK courts.