Refund Policy

At Guzman y Gomez, we are committed to providing exceptional food and service to all our customers. Our refund policy is designed to ensure your complete satisfaction while maintaining fair and reasonable business practices.

We understand that occasionally issues may arise with your order, and we want to make the resolution process as smooth and straightforward as possible. This policy outlines the conditions and procedures for requesting refunds or exchanges for our food products and services.

Our customer satisfaction guarantee means that if you are not completely satisfied with your purchase, we will work with you to resolve the issue promptly and fairly.

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase or delivery
• Food Quality: Items must be reported as unsatisfactory, incorrect, or not meeting quality standards
• Proof of Purchase: Valid receipt, order confirmation, or transaction record required
• Order Accuracy: Incorrect orders due to our error are fully eligible for refund
• Temperature Issues: Food delivered cold or not at proper serving temperature
• Freshness: Food that does not meet our freshness standards
• Allergic Reactions: Orders containing undisclosed allergens despite special requests
• Delivery Issues: Significant delays beyond estimated delivery time (over 30 minutes)

The following items and situations are not eligible for refunds:

• Consumed Food: Items that have been fully consumed or partially eaten (unless quality issue)
• Personal Preference: Refunds due to taste preferences or food you simply don't enjoy
• Customer Error: Orders placed incorrectly by the customer
• Promotional Items: Free items received through promotions or loyalty programs
• Gift Cards: Digital or physical gift cards (except as required by law)
• Late Requests: Refund requests made more than 24 hours after purchase
• No-Show Pickups: Orders not collected within 30 minutes of scheduled pickup time
• Third-Party Orders: Orders placed through unauthorized third-party services
• Catering Deposits: Non-refundable deposits for catering services (within 48 hours of event)

Follow these simple steps to request a refund:

Refunds will be processed using the following methods and timeframes:

• Original Payment Method: Refunds returned to the original payment method used for purchase
• Credit Card Refunds: 3-5 business days to appear on your statement
• Debit Card Refunds: 1-3 business days to appear in your account
• Cash Refunds: Available immediately for in-store cash purchases
• Digital Payments: PayPal, Apple Pay, Google Pay refunds processed within 1-2 business days
• Store Credit: Alternative option for faster resolution, credited immediately
• Bank Transfers: 2-5 business days for direct bank account refunds
• Processing Fees: No additional fees charged for legitimate refund requests

Note: Refund processing times may vary depending on your financial institution's policies.

We offer exchanges as an alternative to refunds in certain situations:

• Like-for-Like: Exchange incorrect items for the correct order at no additional cost
• Upgraded Items: Exchange to higher-value items with price difference payment
• Same-Day Exchanges: Available for in-store purchases on the same day
• Delivery Exchanges: Re-delivery of correct items for online orders
• Store Credit Exchange: Convert refund to store credit for future purchases
• Size Adjustments: Exchange different portion sizes when available
• Dietary Accommodations: Exchange items for dietary restriction alternatives
• Temperature Corrections: Fresh preparation of items with temperature issues

Special provisions for damaged, defective, or compromised food items:

• Immediate Replacement: Priority processing for health and safety concerns
• Full Refund Guarantee: 100% refund for items that pose health risks
• Quality Assurance: Investigation of preparation processes to prevent recurrence
• Temperature Violations: Immediate refund for food served at unsafe temperatures
• Contamination Issues: Full order refund for any contamination concerns
• Packaging Damage: Replacement of items with damaged or compromised packaging
• Freshness Guarantee: Refund for items past their optimal freshness
• Allergic Reactions: Immediate refund and medical assistance if needed
• Foreign Objects: Full refund and investigation for foreign objects in food

For all refund requests and customer service inquiries, please contact us through the following channels:

When contacting us for refund requests, please have the following information ready:

• Order number or receipt
• Date and time of purchase
• Description of the issue
• Photos of the problematic items (if applicable)
• Your contact information
• Preferred resolution method

Emergency Health Concerns: If you experience any adverse health effects from our food, please seek immediate medical attention and contact us as soon as possible. Your health and safety are our top priority.