Refund Policy
We stand behind the quality of our food and service. Learn about our refund policy and how we ensure your satisfaction.
Last Updated: January 2025
1. Overview
At Guzman y Gomez, customer satisfaction is our top priority. We are committed to providing you with fresh, authentic Mexican food and exceptional service. This refund policy outlines the terms and conditions under which refunds may be issued for purchases made at our restaurants, through our website, or via our delivery partners.
Our Commitment
We guarantee the quality and freshness of our food. If you are not completely satisfied with your purchase, we will work with you to make it right through refunds, exchanges, or replacements as appropriate.
2. Refund Eligibility
To be eligible for a refund, your request must meet the following criteria:
Eligible for Refund:
- Food quality issues (cold, incorrect preparation)
- Missing items from your order
- Incorrect order received
- Food safety concerns
- Delivery delays exceeding promised time
- Order cancelled by restaurant
- Valid complaint within 24 hours of purchase
Required Documentation:
- Receipt or proof of purchase
- Order number (for online/delivery orders)
- Photos of the issue (when applicable)
- Contact within 24 hours of purchase
- Valid reason for refund request
3. Non-Refundable Items
The following items and circumstances are not eligible for refunds:
Excluded Items:
- Partially consumed food items
- Gift cards and promotional vouchers
- Special event catering (within 24 hours)
- Custom orders after preparation starts
- Alcohol purchases (where applicable)
Excluded Circumstances:
- Change of mind or personal preference
- Dietary restrictions not communicated
- Delivery address issues caused by customer
- Requests made after 24 hours
- No proof of purchase available
Note: Food allergies and dietary restrictions should be communicated at the time of ordering. We cannot provide refunds for orders that do not meet undisclosed dietary requirements.
4. Refund Process
Follow these steps to request a refund:
Contact Us Immediately
Report the issue within 24 hours of your purchase through phone, email, or in-person at the restaurant.
Provide Order Details
Share your receipt, order number, and describe the specific issue you experienced.
Submit Evidence
Provide photos of the issue if applicable (missing items, food quality concerns, etc.).
Review Process
Our team will review your request and respond within 1-2 business days with a resolution.
Refund Processing
If approved, your refund will be processed according to our refund methods and timeframes.
5. Refund Methods
Refunds will be processed using the following methods and timeframes:
Credit/Debit Card
Refunds to original payment method
Timeframe: 3-5 business days
Cash Purchases
Cash refunds available at restaurant
Timeframe: Immediate upon approval
Digital Wallets
Refunds to original digital payment
Timeframe: 1-3 business days
Important Notes:
- Refunds can only be processed to the original payment method
- Third-party payment processors may have additional processing time
- Gift card refunds may be issued as store credit
- Bank processing times may vary and are outside our control
6. Exchanges
In some cases, an exchange may be more appropriate than a refund:
When We Offer Exchanges:
- Incorrect order preparation
- Food temperature issues
- Missing condiments or sides
- Item substitutions requested
- Order modifications needed
Exchange Process:
- Contact us immediately about the issue
- Return the incorrect item if possible
- Receive replacement item at no charge
- No additional fees for exchanges
- Same-day resolution when possible
Priority: We prefer to resolve issues through exchanges or remakes when possible, ensuring you receive the quality food experience you expect from Guzman y Gomez.
7. Damaged or Defective Items
Special policies apply to damaged or defective food items:
Immediate Action Required:
- Do not consume the item if you suspect quality issues
- Take photos of the problem immediately
- Contact us within 1 hour of discovery
- Preserve the item for inspection if requested
Our Response:
- Immediate full refund for food safety concerns
- Replacement meal at no charge
- Investigation of preparation process
- Follow-up to ensure satisfaction
Food Safety Priority
Food safety is our highest priority. Any concerns about food quality, temperature, or safety will be addressed immediately with a full refund and investigation into our preparation processes.
8. Contact Information
To request a refund or report an issue, contact us through any of the following methods:
Phone Support
+61 2 9251 5600
Mon-Fri: 9:00 AM - 6:00 PM
Sat-Sun: 10:00 AM - 4:00 PM
In-Restaurant
Speak with manager on duty
Immediate resolution available
Bring receipt and order details
Online Support
Live chat available
Website contact form
Social media messaging
What to Include in Your Request:
- Order number or receipt details
- Date and time of purchase
- Description of the issue
- Photos of the problem (if applicable)
- Preferred resolution (refund or exchange)
- Your contact information for follow-up
Additional Information
Policy Updates
This refund policy may be updated from time to time. Changes will be posted on our website and effective immediately. Continued use of our services constitutes acceptance of any changes.
Consumer Rights
This policy does not affect your statutory rights under Australian Consumer Law. You may have additional rights and remedies available under applicable consumer protection legislation.