Refund Policy
Our commitment to customer satisfaction and fair refund practices
Overview
Last Updated: January 1, 2025
At Guzman y Gomez, customer satisfaction is our top priority. We are committed to providing you with fresh, high-quality Mexican food and exceptional service. If you are not completely satisfied with your order, we will work with you to make it right.
Our Commitment
We stand behind the quality of our food and service. If your order doesn't meet our high standards or your expectations, we will provide a refund or replacement according to the terms outlined in this policy.
Refund Eligibility
General Conditions
To be eligible for a refund, your request must meet the following conditions:
- Time Frame: Refund requests must be made within 2 hours of order delivery or pickup for food items
- Proof of Purchase: Valid order receipt, confirmation email, or order number required
- Order Condition: Issues must be related to food quality, incorrect orders, or service problems
- Contact Method: Refund requests must be made through official channels (phone, email, or in-store)
Valid Reasons for Refunds
- Food quality issues (cold food, incorrect preparation, spoiled ingredients)
- Incorrect order items received
- Missing items from your order
- Delivery issues (significant delays, food not delivered)
- Food safety concerns
- Billing errors or duplicate charges
Non-Refundable Items
The following items and situations are not eligible for refunds:
- Change of Mind: Orders cancelled after preparation has begun
- Personal Preferences: Dislike of taste, spice level, or food texture when ordered as described
- Late Requests: Refund requests made more than 2 hours after delivery/pickup
- Consumed Food: Items that have been completely consumed
- Special Dietary Requirements: When specific dietary needs were not communicated during ordering
- Promotional Items: Free items received through promotions or loyalty programs
- Gift Cards: Gift card purchases (except as required by law)
- Catering Deposits: Non-refundable deposits for cancelled catering orders (within 48 hours of event)
Note: Customized orders or special requests may have different refund conditions. Please contact us to discuss your specific situation.
How to Request a Refund
Follow these steps to request a refund:
-
Contact Us Immediately
Call us at +61 2 9182 5880, email [email protected], or visit the restaurant where you placed your order. Report the issue as soon as possible. -
Provide Order Information
Have your order number, receipt, or confirmation email ready. Provide details about the specific issue with your order. -
Document the Issue
If applicable, take photos of the problematic food items or missing items to help us understand the issue better. -
Speak with Management
Our team will connect you with a manager who will review your request and work toward a resolution. -
Resolution Decision
We will decide on the appropriate resolution (full refund, partial refund, replacement order, or store credit) within 24 hours. -
Refund Processing
If approved, your refund will be processed according to our refund timeline (see below).
Refund Methods & Timeline
Payment Method
Refunds will be processed back to your original payment method:
- Credit/Debit Cards: 3-5 business days
- PayPal: 1-2 business days
- Cash Payments: Immediate cash refund or store credit
- Gift Cards: Store credit or new gift card issued
- Buy Now Pay Later Services: 5-7 business days
Alternative Refund Options
In some cases, we may offer:
- Store Credit: Full value applicable to future orders, no expiration date
- Immediate Replacement: Fresh preparation of your original order at no charge
- Partial Refund: For orders where only some items were problematic
Exchanges vs Refunds
When We Offer Exchanges
We prefer to offer exchanges in the following situations:
- Incorrect order items received
- Food quality issues where immediate replacement is possible
- Missing items from your order
- Cold food that can be immediately re-prepared
Exchange Process
- Contact us immediately to report the issue
- We will prepare a replacement order at no charge
- Return the incorrect items (if applicable)
- Receive your corrected order within 15-20 minutes
Priority Service: Exchange orders receive priority preparation to minimize your wait time.
Damaged or Defective Items
Food Safety Issues
We take food safety extremely seriously. If you receive food that appears spoiled, contaminated, or unsafe, please:
- Stop consuming immediately and set the item aside
- Contact us immediately at +61 2 9182 5880
- Preserve the item for inspection if possible
- Provide photos of the problematic item
Immediate Actions We Take
- Immediate full refund authorization
- Investigation of the preparation process
- Review of food safety protocols
- Follow-up with affected customers
- Reporting to health authorities if required
Packaging or Delivery Damage
For orders damaged during delivery:
- Take photos of damaged packaging and food
- Contact us immediately
- Keep all damaged items for inspection
- We will provide immediate replacement or full refund
Need Help with a Refund?
Our customer service team is here to help you with any refund requests or concerns.
Visit Us
Shop 7.07-7.08/25 Martin Pl
Sydney NSW 2000, Australia
Emergency Food Safety Issues: For urgent food safety concerns outside business hours, please call our 24/7 hotline at +61 2 9182 5880 and select option 9.
Additional Terms
Dispute Resolution
If you are unsatisfied with our refund decision, you may escalate your concern to:
- Our Customer Service Manager
- Australian Consumer Law protections
- Your local consumer protection agency
Changes to This Policy
We reserve the right to update this refund policy at any time. Changes will be posted on our website with the updated date. Continued use of our services after changes constitutes acceptance of the new terms.
Contact for Policy Questions
If you have questions about this refund policy, please contact us at [email protected] or +61 2 9182 5880.