Refund Policy

At Guzman y Gomez, we are committed to providing exceptional Mexican cuisine and outstanding customer service. We understand that occasionally, you may need to request a refund, and we want to make this process as straightforward and fair as possible.

This refund policy outlines the terms and conditions under which refunds may be requested and processed. We encourage all customers to review this policy carefully before making a purchase.

Refunds may be considered under the following conditions:

Timeframe Requirements

• In-Store Purchases: Refund requests must be made within 24 hours of purchase
• Online Orders: Refund requests must be submitted within 2 hours of order confirmation
• Delivery Orders: Refund requests must be made within 1 hour of delivery
• Catering Orders: Refund requests must be made at least 24 hours before the scheduled event

Proof of Purchase

Valid proof of purchase is required for all refund requests, including:

• Original receipt or order confirmation
• Credit card statement showing the transaction
• Order number from online or app purchases
• Email confirmation for delivery or catering orders

Product Condition

• Food items must be substantially untouched (more than 75% remaining)
• Items must be in their original packaging where applicable
• Temperature-sensitive items must still be at appropriate serving temperature

The following items and services are generally not eligible for refunds:

Food Items

• Partially consumed meals (less than 75% remaining)
• Custom-made items prepared to specific customer requirements
• Items consumed more than 50% before complaint
• Food items where the customer changed their mind about taste preferences

Services

• Delivery fees (unless order was not delivered)
• Service charges for completed catering events
• Gift cards and promotional vouchers (unless required by law)
• Third-party delivery service fees

Special Circumstances

• Orders cancelled after preparation has begun
• No-show for scheduled pickup orders after 30 minutes
• Items damaged due to customer handling after delivery

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service: +61 499 038 878
• Email us at: [email protected]
• Visit the location where you made the purchase
• Use our online contact form on our website

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Location of purchase
• Detailed description of the issue
• Photos of the product if applicable

Step 3: Await Response

• Our team will review your request within 24 hours
• You may be contacted for additional information
• A decision will be communicated within 48 hours

Step 4: Return Process (if required)

• Return items to the original location if requested
• Bring original receipt and identification
• Items will be inspected upon return

Refund Methods

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Cash refund available at the original location
• Gift Cards: Refunded as store credit or new gift card
• Online Payments: Refunded to the original online payment method

Processing Timeframes

• Cash Refunds: Immediate upon approval
• Credit/Debit Cards: 3-5 business days
• Online Payments: 5-7 business days
• Bank Transfers: 7-10 business days

In many cases, exchanges may be more suitable than refunds:

When Exchanges Are Preferred

• Incorrect order items
• Food quality issues
• Temperature problems with delivered food
• Missing items from an order

Exchange Process

• Contact us immediately with your concern
• We will arrange for a replacement item
• Original item may need to be returned
• Exchanges are typically processed faster than refunds

Exchange Benefits

• Faster resolution than refund processing
• Ensures you still receive your desired meal
• May include additional items for the inconvenience
• Available even for partially consumed items in some cases

We take special care with orders involving damaged or defective items:

Immediate Action Required

• Report damaged items immediately upon receipt
• Take photos of damaged packaging and items
• Do not consume potentially unsafe food items
• Contact our customer service line immediately

What We Consider Damaged/Defective

• Food served at incorrect temperatures
• Items with foreign objects or contamination
• Spoiled or expired ingredients
• Damaged packaging affecting food safety
• Incorrect preparation causing food safety concerns

Our Response

• Immediate full refund for safety-related issues
• Replacement order at no charge
• Additional compensation for inconvenience
• Investigation to prevent future occurrences

Policy Updates

Guzman y Gomez reserves the right to update this refund policy at any time. Changes will be effective immediately upon posting on our website. Customers are encouraged to review this policy regularly.

Exceptions

Management reserves the right to make exceptions to this policy on a case-by-case basis, particularly in situations involving customer satisfaction, food safety, or extraordinary circumstances.

Legal Rights

This policy does not affect your statutory rights under Australian Consumer Law. You may have additional rights and remedies under applicable consumer protection legislation.

Dispute Resolution

If you are not satisfied with our response to your refund request, you may escalate the matter to our management team or seek resolution through appropriate consumer protection agencies.

Last Updated: January 2025