Refund Policy

1. Overview

At Guzman y Gomez, customer satisfaction is our top priority. We are committed to providing high-quality Mexican food and exceptional service to all our customers. This refund policy outlines the conditions under which refunds may be granted and the process for requesting them.

We stand behind the quality of our food and service, and we want every customer to have a positive dining experience with us. If you are not completely satisfied with your purchase, we will work with you to make it right.

2. Refund Eligibility

Refunds may be granted under the following conditions:

2.1 Timeframe Requirements

• Refund requests must be made within 24 hours of order placement for delivery orders
• In-store purchase complaints must be reported within 2 hours of purchase
• Catering orders must be reported within 4 hours of scheduled delivery time

2.2 Product Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Original packaging must be intact where applicable
• Items must not have been tampered with or contaminated by customer
• Temperature-sensitive items must have been stored properly

2.3 Proof of Purchase

• Valid receipt or order confirmation number
• Payment method verification (for online orders)
• Photo evidence of the issue (for quality-related complaints)
• Contact information for follow-up verification

3. Non-Refundable Items

The following items and services are not eligible for refunds:

1. Consumed Food Items: Items that have been substantially consumed (less than 75% remaining)
2. Custom Orders: Specially prepared or customized menu items made to customer specifications
3. Gift Cards: Purchased gift cards and promotional vouchers
4. Promotional Items: Free items received as part of promotions or combo deals
5. Delivery Fees: Third-party delivery service charges (subject to delivery partner policies)
6. Late Complaints: Issues reported outside the specified timeframe
7. Change of Mind: Refunds will not be granted simply due to customer preference changes
8. External Factors: Issues caused by circumstances beyond our control (weather delays, etc.)

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Customer Service

• Call our customer service line at +61 483 324 966
• Email us at [email protected]
• Visit the store location where the purchase was made

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Specific items for which refund is requested
• Detailed description of the issue
• Photo evidence (if applicable)

Step 3: Investigation Process

• Our team will review your request within 24 hours
• Additional information may be requested if needed
• Store manager may contact you for further details
• Investigation may include reviewing kitchen procedures and staff interviews

Step 4: Resolution Notification

• You will be notified of the decision within 48 hours
• Approved refunds will be processed immediately
• Alternative solutions may be offered if refund is not approved

5. Refund Methods and Timeframes

5.1 Refund Methods

Refunds will be processed using the original payment method:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Cash refund available immediately at store location
• Online Payments: Refunded to original payment account (PayPal, bank transfer, etc.)
• Gift Cards: Store credit issued for gift card purchases

5.2 Processing Timeframes

• Cash Refunds: Immediate (at store location)
• Credit/Debit Cards: 3-5 business days to appear on statement
• Online Payment Services: 2-7 business days depending on provider
• Bank Transfers: 1-3 business days

5.3 Refund Confirmation

You will receive confirmation when your refund has been processed, including:

• Refund reference number
• Amount refunded
• Expected timeframe for funds to appear
• Contact information for follow-up if needed

6. Exchanges Policy

In many cases, exchanges may be preferred over refunds:

6.1 When Exchanges Are Offered

• Incorrect orders (wrong items received)
• Quality issues with specific menu items
• Temperature issues (cold food, melted items)
• Minor preparation errors

6.2 Exchange Process

• Replacement items prepared fresh immediately
• Equivalent or greater value items may be offered
• Customer preference considered for replacement selection
• Additional items may be included as gesture of goodwill

6.3 Exchange vs. Refund Decision

Our team will work with you to determine whether an exchange or refund better addresses your concern. Factors considered include:

• Nature of the complaint
• Customer preference
• Time of day and kitchen availability
• Severity of the issue

7. Damaged or Defective Items

Special provisions apply to damaged or defective food items:

7.1 Definition of Damaged/Defective

• Foreign objects found in food
• Spoiled or expired ingredients
• Incorrect preparation causing safety concerns
• Packaging damage resulting in contamination
• Severe temperature issues affecting food safety

7.2 Immediate Actions

• Stop consumption immediately and preserve the item
• Take photos of the issue for documentation
• Contact us immediately at +61 483 324 966
• Do not dispose of the item until instructed

7.3 Our Response

• Immediate investigation of the issue
• Full refund plus additional compensation if warranted
• Review of preparation procedures to prevent recurrence
• Follow-up to ensure customer satisfaction

8. Contact Information for Refund Requests

Additional Support Channels

• In-Store: Speak directly with store management
• Online Form: Submit request through our website contact form
• Social Media: Contact us through our official social media channels
• Manager Direct Line: Available during business hours for urgent matters

What to Include in Your Request

• Your full name and contact information
• Order number and receipt details
• Date, time, and location of purchase
• Clear description of the issue
• Photos if relevant to the complaint
• Preferred resolution (refund, exchange, store credit)

Policy Updates

This refund policy is effective as of January 2025 and may be updated periodically. Customers will be notified of significant changes through our website and in-store notices. The most current version of this policy is always available on our website.

For questions about this policy or specific refund situations not covered here, please contact our customer service team for personalized assistance.