Refund Policy

Last Updated: January 2025

At Guzman y Gomez, we are committed to providing high-quality food and excellent customer service. This Refund Policy outlines the circumstances under which refunds may be issued for orders placed through our website https://guzmany-gomez.com.

1. General Refund Principles

We want you to be completely satisfied with your order. If you are not satisfied for any valid reason, we will work with you to resolve the issue. Our refund policy is designed to be fair to both our customers and our business.

2. Eligibility for Refunds

2.1 Valid Reasons for Refunds

Refunds may be issued in the following circumstances:

• Incorrect Order: If you receive items that differ from what you ordered
• Missing Items: If items from your order are missing
• Quality Issues: If food is spoiled, contaminated, or not prepared to our standards
• Temperature Issues: If hot food arrives cold or cold food arrives warm
• Delivery Failure: If your order is not delivered within a reasonable timeframe or not delivered at all
• Duplicate Charges: If you are charged multiple times for the same order
• Cancelled Orders: If we cancel your order due to unavailability or other operational issues
• Allergen Concerns: If your order contains undisclosed allergens that you specifically requested to be excluded

2.2 Non-Refundable Circumstances

Refunds will NOT be issued in the following circumstances:

• Change of mind after order has been prepared or delivered
• Subjective taste preferences
• Issues arising from incorrect delivery address provided by customer
• Customer unavailability at the delivery location
• Orders consumed in full or substantial part before complaint
• Delays caused by circumstances beyond our reasonable control
• Orders placed with promotional codes or discounts (unless otherwise stated)

3. Refund Request Process

3.1 Timeframe for Requests

Refund requests must be submitted within the following timeframes:

Issue Type	Request Timeframe
Quality or temperature issues	Within 1 hour of delivery/pickup
Missing or incorrect items	Within 2 hours of delivery/pickup
Non-delivery	Within 24 hours of expected delivery time
Billing issues	Within 7 days of transaction

3.2 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us Immediately: Call us at +33 512 346 032 or email [email protected]
2. Provide Order Details: Include your order number, date and time of order, and items ordered
3. Describe the Issue: Clearly explain the problem with your order
4. Provide Evidence: If possible, provide photos of the issue (missing items, quality problems, etc.)
5. Retain the Order: Keep the food items until the issue is resolved (we may need to inspect them)

3.3 Required Information

When requesting a refund, please provide:

• Order confirmation number
• Date and time of order placement
• Delivery or pickup time
• Detailed description of the issue
• Photographs (if applicable)
• Contact information

4. Refund Methods and Processing

4.1 Refund Options

Approved refunds will be processed using one of the following methods:

• Original Payment Method: Refund to the credit/debit card or payment method used for the original purchase
• Store Credit: Credit to your Guzman y Gomez account for future orders (if you prefer)
• Replacement Order: A replacement order of equal value (in some cases)

4.2 Refund Processing Time

Refund Method	Processing Time
Credit/Debit Card	3-10 business days
Digital Wallets	2-5 business days
Store Credit	Immediate

Note: The actual time for the refund to appear in your account may vary depending on your financial institution.

4.3 Partial Refunds

In some cases, we may issue partial refunds when:

• Only certain items from your order are affected
• The issue is minor and does not warrant a full refund
• You have consumed part of the order before reporting the issue

5. Delivery-Related Refunds

5.1 Late Delivery

If your order is significantly delayed beyond the estimated delivery time, you may be eligible for:

• Partial refund of delivery fees
• Full refund if the delay exceeds 60 minutes from the estimated time
• Discount on a future order

5.2 Failed Delivery

If delivery cannot be completed due to our error, you will receive a full refund. If delivery fails due to customer error (incorrect address, unavailability), no refund will be issued.

6. Order Cancellations

6.1 Customer-Initiated Cancellations

• Before Preparation: Full refund if cancelled before food preparation begins
• During Preparation: Refund at our discretion (typically 50% of order value)
• After Dispatch: No refund once the order has been dispatched for delivery

6.2 Restaurant-Initiated Cancellations

If we need to cancel your order due to ingredient unavailability, operational issues, or other reasons, you will receive a full refund and notification via email or phone.

7. Quality Guarantee

We guarantee that all food is prepared to our quality standards. If you believe your order does not meet our standards, we will:

• Investigate the issue promptly
• Offer a replacement order if possible
• Provide a full refund if replacement is not feasible
• Take corrective action to prevent future occurrences

8. Special Circumstances

8.1 Allergic Reactions

If you experience an allergic reaction due to undisclosed allergens that you specifically requested to be excluded, please:

• Seek immediate medical attention if necessary
• Contact us as soon as possible
• Provide details of your allergen request and the incident

We will investigate thoroughly and issue appropriate refunds or compensation.

8.2 Food Safety Concerns

If you have concerns about food safety or contamination:

• Do not consume the food
• Contact us immediately
• Preserve the food for inspection if possible
• Provide photographs if safe to do so

9. Promotional Orders and Discounts

For orders placed using promotional codes or discounts:

• Refunds will be calculated based on the amount actually paid
• Promotional codes are non-transferable and cannot be refunded as cash
• Store credit refunds will be based on the discounted price paid

10. Dispute Resolution

10.1 Internal Resolution

If you are not satisfied with our refund decision, you may request escalation to a manager by:

• Calling our customer service line at +33 512 346 032
• Emailing [email protected]

10.2 External Dispute Resolution

If the issue cannot be resolved internally, you may seek assistance from consumer protection agencies in Australia.

11. Refund Tracking

Once a refund is approved, you will receive:

• Email confirmation of the refund
• Refund reference number
• Expected timeframe for refund to be processed
• Method of refund

12. Fraudulent Refund Requests

We take refund fraud seriously. If we determine that a refund request is fraudulent or abusive:

• The request will be denied
• Your account may be suspended or terminated
• We reserve the right to take legal action
• You may be banned from future orders

13. Australian Consumer Law

This Refund Policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any consumer rights that cannot be limited or excluded by law, including:

• Right to refund for products that are not of acceptable quality
• Right to refund for products that are not fit for purpose
• Right to remedy for misleading or deceptive conduct

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

15. Contact Information

16. Tips for Avoiding Issues

To minimize the need for refunds, please:

• Double-check your order before submitting
• Provide accurate delivery address and contact information
• Specify any dietary restrictions or allergen concerns clearly
• Be available to receive delivery during the estimated timeframe
• Inspect your order immediately upon receipt
• Contact us promptly if there are any issues

17. Acknowledgment

By placing an order with Guzman y Gomez, you acknowledge that you have read, understood, and agree to this Refund Policy.