Refund Policy

1. Overview

At Guzman y Gomez, we believe every bite should be perfect. Our story began with a simple promise: to deliver fresh, authentic Mexican food that exceeds expectations. When that promise isn't met, we're committed to making it right.

This refund policy outlines our dedication to customer satisfaction and the steps we take to ensure every customer leaves happy. We understand that sometimes things don't go as planned, and we're here to help resolve any issues quickly and fairly.

2. Refund Eligibility

To ensure fair processing of refund requests while maintaining food safety standards, the following eligibility criteria apply:

Time Requirements

• Refund requests must be made within 24 hours of purchase for food items
• Merchandise refunds accepted within 30 days of purchase
• Catering orders require 48 hours advance notice for cancellation
• Gift card refunds within 7 days of purchase (if unused)

Required Documentation

• Original receipt or order confirmation number
• Valid identification matching the purchase
• For defective items: clear photos showing the issue
• For catering: signed catering agreement and cancellation notice

Product Condition

• Food items must be reported as unsatisfactory before consumption
• Merchandise must be in original packaging and sellable condition
• Custom orders and personalized items evaluated case-by-case
• Promotional items subject to special terms and conditions

3. Non-Refundable Items

While we strive to accommodate all reasonable refund requests, certain items and services cannot be refunded due to food safety regulations, business policies, or practical considerations:

Food Items

• Items fully consumed without complaint during the meal
• Food items older than 24 hours from purchase
• Partially consumed items without valid quality concerns
• Items customized to personal dietary preferences that meet order specifications

Services and Special Items

• Completed catering services (unless significant quality issues reported)
• Digital gift cards that have been partially or fully redeemed
• Promotional items obtained through loyalty programs or special offers
• Third-party delivery fees (refunds must be requested through delivery partner)

Merchandise

• Items damaged by customer misuse or normal wear and tear
• Personalized or custom merchandise after production begins
• Clearance or final sale items (clearly marked at time of purchase)
• Items missing original packaging or tags

4. Refund Process

We've designed our refund process to be straightforward and customer-friendly. Follow these steps to request a refund:

Step 1: Initial Contact

• Contact us immediately if you have concerns about your order
• For in-store purchases: speak with the manager on duty
• For online orders: call our customer service at +61 3 9650 1445
• For catering: contact our catering team directly

Step 2: Documentation

• Provide your receipt or order confirmation number
• Describe the issue clearly and provide photos if applicable
• Complete our refund request form (available in-store or online)
• Allow our team to inspect the item if necessary

Step 3: Review and Approval

• Our team will review your request within 24 hours
• We may contact you for additional information
• Approval decisions communicated via phone or email
• Appeals process available for declined requests

Step 4: Processing

• Approved refunds processed within 3-5 business days
• Confirmation sent once refund is initiated
• Follow-up communication to ensure satisfaction
• Feedback collection to improve our services

5. Refund Methods

We process refunds through the most convenient and secure methods available, prioritizing the original payment method when possible:

Credit/Debit Cards

• Refunds processed to the original card used for purchase
• Processing time: 3-7 business days (depending on bank)
• Refund amount includes applicable taxes and fees
• Separate notification sent when refund is processed

Cash Purchases

• Cash refunds available for same-day in-store requests
• Store credit offered for requests made after 24 hours
• Manager approval required for cash refunds over $50
• Valid ID required for all cash refund transactions

Digital Payments

• PayPal, Apple Pay, Google Pay refunds to original account
• Processing time varies by payment provider (1-10 days)
• Third-party fees may not be refundable
• Digital wallet notifications sent automatically

Alternative Options

• Store credit valid for 12 months from issue date
• Account credit for registered loyalty members
• Exchange for different items of equal or lesser value
• Charitable donation in customer's name (upon request)

6. Exchanges Policy

Sometimes an exchange is more appropriate than a refund. Our exchange policy offers flexibility while maintaining food safety standards:

When Exchanges Apply

• Incorrect order received (wrong item or preparation)
• Customer preference change within 15 minutes of ordering
• Merchandise in wrong size or color
• Promotional items when refunds are not available

Exchange Process

• Immediate exchange for incorrect orders
• Return original item (if applicable and safe)
• Price difference charged or credited as appropriate
• New receipt issued for exchanged items

Exchange Limitations

• Food exchanges must occur during the same visit
• One exchange per item maximum
• Custom orders cannot be exchanged after preparation begins
• Seasonal items subject to availability

7. Damaged or Defective Items

Quality is paramount to our brand story. When items don't meet our high standards, we take immediate action to remedy the situation:

Immediate Response

• Report quality issues immediately upon discovery
• Do not consume suspected contaminated food items
• Preserve item for inspection when possible
• Take photos to document the issue

Our Commitment

• Full refund plus replacement meal voucher for defective food
• Priority processing for health and safety concerns
• Follow-up investigation to prevent future occurrences
• Additional compensation for significant inconvenience

Quality Standards

• Fresh ingredients prepared according to strict protocols
• Temperature control maintained throughout preparation and delivery
• Regular quality audits and staff training programs
• Customer feedback integrated into continuous improvement

8. Contact Information

Our customer service team is here to help with any refund requests or questions about our policy. We believe in open communication and quick resolution:

Important Notes

• Policy Updates: This refund policy may be updated periodically. Current version available on our website.
• Legal Rights: This policy does not affect your statutory rights under Australian Consumer Law.
• Dispute Resolution: Unresolved disputes may be referred to relevant consumer protection agencies.
• Record Keeping: All refund requests are documented for quality improvement purposes.
• Privacy: Customer information collected during refund processes is handled according to our Privacy Policy.

Last updated: January 2026. This policy is governed by Australian law and jurisdiction.