COOK's public terms include 9 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Agent can compare the order manifest to items actually collected and request a refund directly.
“Missing meals will be refunded, or may be swapped for an alternative item(s) of the same price.”COOK terms, Terms 6
Requires comparing the specified delivery time to actual delivery time, which may not be automatically available to an agent.
“In this situation we shall try to deliver later in the day and will refund the paid delivery charge.”COOK terms, Terms 5
An agent can check the order and charge against the portion size actually received using order data alone.
“If you order a large portion-size of a meal and it is not available then we will endeavour to supply the same number of total portions but in smaller tray sizes. Your card will not be charged extra if the price of these smaller trays is greater than the ordered amount.”COOK terms, Terms 2
Verifiable purely from the order total and delivery charge applied, no human judgement needed.
“If shortages of a product mean that the total price of the dispatched goods fall below any delivery threshold, COOK shall honour the original delivery charge.”COOK terms, Terms 2
Agent can compare ordered items to delivered items from order data and request the correct replacement at no charge.
“If we have sent you an incorrect item, please notify us as soon as possible. If you would like us to replace the incorrect item with the item that you ordered, we shall send you the correct one as soon as possible. Obviously we shall not charge you for incorrect item.”COOK terms, Terms 9
An agent can cite the advertised price from order data, but the company can dispute it as a 'technical error' requiring human judgement to resolve.
“Excluding any inadvertent technical error on pricing, we will honour any prices as published at the time of placing your order.”COOK terms, Terms 2
Requires contacting via phone or email with a description of the issue, and quality satisfaction is a subjective judgement.
“We shall be happy to exchange or refund any item you feel does not our quality standards, or any item that has been damaged in transit.”COOK terms, Terms 9
An agent can check the delivery date on the order and confirm if more than two full days remain to cancel.
“Orders can be cancelled up to two full days before the delivery day.”COOK terms, Terms 8
Refund depends on the company proactively contacting the customer first, so it's not a simple one-message self-serve claim.
“Outside of Christmas we'll generally try to hold your order for 7 days after we expect to see you, at which point we’ll contact you to see if you still want your goods and to arrange a refund if you decide you no longer want the order.”COOK terms, Terms 6
How to claim
Based on COOK's public terms and policy pages, read on 1 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. COOK's public terms include 9 promises that pay out or give credit when something goes wrong, including: Refund or swap for missing meals on Click & Collect; Refund of delivery charge if order delivered later than specified; No extra charge for smaller trays if large portion unavailable; Delivery charge honoured despite stock shortages dropping order below threshold.
It depends on the promise. The shortest deadline in the terms is 2 days, so claim as soon as you can. Each promise on this page shows its own deadline.
COOK has a Promise Score of 64 out of 100 (strong), ranking #14 of 77 UK companies and #1 of 11 in Delivery.