Refund
policy.
We want every Our Kitchen order to land right. When something goes wrong, here's how it works — in plain English, no forms, no fine print, no "calls within 24 hours" runaround.
We review every refund by hand.
When you ask for a refund, a person on our team reads the request, looks at the order, and writes back. There's no auto-decline.
Turnaround: Up to 10 business days, often within 2.
How we decide: If something on our end fell short — wrong item, missed pickup window, quality issue — we make it right. If something happened that's nobody's fault, we still try to land somewhere fair.
Pickups missed by us — full refund or replacement.
If we don't have your kit ready when your pickup window opens, that's on us. You pick: full refund or a replacement on the next press.
Replacement: Same kit, the next pickup window — at no charge.
Refund: Posted within 5 business days. SNAP portion routes back through your EBT processor (1–5 days at the processor's pace).
Pickups missed by you — we hold the kit when we can.
Life happens. If you can't get to your spot during the window, the host will hold the kit through the next window when storage allows.
Held kits: Try to message your spot the same day. We email a pickup-missed reminder at the end of every window.
If we can't hold it: Perishable kits expire — but if the order came from your weekly plan, every meal goes back on your account automatically. No forms, no questions.
SNAP / EBT refunds — same care, same speed.
If you paid with SNAP, the SNAP portion goes back through your EBT processor. We don't add steps for SNAP recipients.
Processor pace: Typically 1–5 business days from the time we issue. We can't speed up the processor, but we can issue same-day.
Mixed payment: If you paid with SNAP + a card, each portion routes back to its source.
Subscription pauses don't lose money.
Skip a week from your dashboard and you keep your weekly rate. We never charge for a skipped week and we never roll an unredeemed credit into a void.
Pause vs. cancel: Pauses keep your rate. Cancellations end on your last paid week — you keep that week's pickup.
Credits: Unused weekly credits never vanish into our pocket — at rotation end they roll into the donation pool that lowers prices for SNAP households, and we publish the totals. Credits our team adds to your account stay there until you use them.
We don't auto-refund.
A real person reads every request — even when the system could just push a button. It takes a little longer; it means you get a real answer.
Why: Auto-refund flows quietly punish the people who need help most. We'd rather take ten minutes and get it right.
How to ask: Email hello@ourkitchendetroit.org or use the contact form.
When something goes wrong, a real person on our team writes you back.
Not a ticket — a reply.
Together, we are OK.
— The Our Kitchen Team