1. Full Refund Scenarios
Customers are entitled to a full refund if:
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The food ordered is faulty (e.g., spoiled, contaminated, or unsafe).
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The meal significantly differs from the menu description.
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The order is delivered late or not at all (for takeaway/delivery services) Please note: any problems with orders placed through a 3rd party supplier must be directed to the 3rd party supplier.
2. Partial Refunds or Alternatives
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If a meal is unsatisfactory but not unsafe, we may offer a partial refund, replacement dish, or credit for a future visit.
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Complimentary items (e.g., drinks or desserts) may be provided as goodwill gestures for minor issues.
3. Non-Refundable Items
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Perishable items (e.g., specials or custom-made dishes) cannot be refunded unless faulty.
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No refunds are given if the customer simply dislikes the meal unless it was misrepresented.
4. Time Limits for Refunds
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Refund requests must be made during the meal or within 24 hours for takeaway/delivery orders.
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Proof of purchase (e.g., receipt or bank statement) is required.
5. Process for Refunds
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Notify staff immediately for dine-in issues.
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For takeaway/delivery, contact us via phone or email with order details and evidence (e.g., photos of the issue).
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Refunds are processed within 14 days to the original payment method.
6. Exceptions
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No refunds for meals consumed in full or altered (e.g., customisations not requested).
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We reserve the right to refuse refunds if misuse of the policy is suspected.
7. Legal Compliance
This policy complies with UK consumer rights laws, including the Consumer Rights Act 2015.
Contact Us
For refund requests or disputes, email info@cambodiancuisine.co.uk or call 01993 358 874.
Note: This policy does not affect statutory rights.