Refund Policy

Order Cancellations

You may cancel your order for a full refund up to 48 hours before your scheduled delivery date. Cancellations made within 48 hours of delivery may not be eligible for a refund, as your meal may already be in preparation. All cancellation requests will be reviewed and resolved at our discretion.

Quality Issues

If you receive a meal that is damaged, spoiled, or significantly different from what was described, please contact us within 48 hours of delivery. We will evaluate your request and, where appropriate, may offer a replacement meal, account credit, or refund.

To report a quality issue, please email hello@eatsul.com with your order number and photos of the issue. Requests submitted without supporting documentation may not be eligible for resolution.

Food Safety Concerns

If you believe a meal has caused a food safety concern or illness, please stop consuming the product immediately and contact us at hello@eatsul.com. We take food safety seriously and will work with you to investigate and resolve the matter promptly. Please retain the meal and packaging if possible, as this may assist in our review.

Missing Items

If your order is missing items, please contact us within 48 hours of delivery. We will verify the issue and, where confirmed, provide a refund or credit for the missing items at our discretion.

Delivery Issues

If your order was not delivered or was delivered to the wrong address due to an error on our part, we will provide a full refund or reship your order. If the delivery issue was caused by incorrect address information provided by you, we may not be able to offer a refund.

In the event of a delivery failure caused by a carrier error, weather event, or other circumstances outside of our control, we will issue a full refund to your original payment method. We are not responsible for delays or failures resulting from events beyond our reasonable control, but we will always make it right.

Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days. You will receive an email confirmation once the refund has been initiated. SUL reserves the right to issue refunds in the form of account credit where appropriate.

Non-Refundable Items

We are unable to offer refunds for meals that have been partially or fully consumed, or for issues reported more than 48 hours after delivery. Refunds are not available for dissatisfaction based solely on personal taste preferences. Promotional, discounted, or gifted orders may be refunded at the discounted or actual purchase price paid, not the full retail value.

Chargebacks and Payment Disputes

If you have a concern about a charge, we strongly encourage you to contact us at hello@eatsul.com before initiating a chargeback or dispute with your bank or card issuer. We are committed to resolving issues quickly and directly. Initiating a chargeback without first contacting us may result in suspension or permanent removal of your account. SUL reserves the right to contest any chargeback we believe to be invalid or fraudulent and to provide relevant transaction records to your financial institution in connection with any dispute.

Account Removal

SUL reserves the right to suspend or permanently remove any customer from the platform at any time, at our sole discretion, including but not limited to cases involving abuse of our refund policy, fraudulent activity, chargebacks, or violations of our Terms & Conditions. Customers removed from the platform for policy abuse will not be eligible for further refunds.

Perishability and Cold Chain Responsibility

SUL meals are perishable products that require prompt refrigeration upon delivery. SUL is not responsible for food quality, safety, or condition after delivery has been confirmed by our carrier. Customers are responsible for promptly retrieving and refrigerating their order upon delivery. We strongly recommend retrieving your order within 2 hours of delivery confirmation. Claims related to spoilage or food safety submitted after a reasonable retrieval window has passed may not be eligible for a refund. All such claims will be evaluated on a case-by-case basis at our sole discretion.