Refund Policy

At Guzman y Gomez, customer satisfaction is at the heart of everything we do. We take great pride in serving fresh, high-quality Mexican food prepared with authentic ingredients and traditional recipes.

We understand that occasionally things may not go as planned with your order. Whether it's a missing item, an incorrect order, or food that doesn't meet our quality standards, we are committed to making it right.

This Refund Policy outlines the conditions under which refunds may be granted, the process for requesting a refund, and your rights as a valued customer. We encourage you to read through this policy carefully to understand how we handle refund requests.

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

Timeframe Requirements

• Refund requests must be made within 24 hours of order placement for dine-in or pickup orders
• For delivery orders, requests must be made within 2 hours of delivery confirmation
• Catering orders must be reported within 4 hours of the scheduled delivery/pickup time

Acceptable Conditions for Refund

• Order was incorrect (wrong items received)
• Items were missing from your order
• Food quality did not meet our standards (undercooked, overcooked, or spoiled)
• Allergic ingredients were included despite specific requests
• Order was significantly delayed beyond estimated time (more than 45 minutes)
• Food arrived cold when it should have been hot (delivery orders)

Proof of Purchase Required

• Original receipt (physical or digital)
• Order confirmation email or SMS
• Transaction record from your payment method
• Order number from our website or app

The following items and circumstances are generally not eligible for refunds:

• Orders where more than 50% of the food has been consumed
• Change of mind after order has been prepared
• Incorrect orders caused by customer error during online ordering
• Promotional or discounted items (unless quality issues exist)
• Gift cards and store credit purchases
• Delivery fees when the order was delivered successfully
• Third-party delivery platform orders (must be resolved through the platform)
• Orders placed at franchise locations (contact location directly)

Follow these steps to request a refund from Guzman y Gomez:

• Contact Us Promptly - Reach out to our customer service team within the eligible timeframe via phone, email, or our contact form. Have your order details ready.
• Provide Order Information - Share your order number, date of purchase, location where the order was placed, and payment method used.
• Describe the Issue - Clearly explain what went wrong with your order. Be specific about missing items, quality issues, or any other concerns.
• Submit Evidence (if applicable) - Photos of incorrect or damaged items can help expedite your refund request. This is especially helpful for quality-related issues.
• Await Review - Our team will review your request within 1-2 business days. We may contact you for additional information if needed.
• Receive Resolution - Once approved, we will process your refund, replacement, or store credit according to your preference and our policy guidelines.

Most refund requests are processed within 3-5 business days. Complex cases may take up to 7-10 business days for full resolution.

Approved refunds will be processed using the following methods:

In many cases, an exchange or replacement may be a faster and more convenient solution than a refund. Here's how our exchange policy works:

• Same-Day Exchanges: For dine-in customers, we can often prepare a replacement immediately at no additional charge
• Pickup Replacements: If you've left the store, we can prepare a replacement order for pickup within our business hours
• Re-Delivery: For delivery orders, we may arrange a re-delivery of correct items at no extra delivery charge
• Item Upgrades: In some cases, we may offer an upgraded item as compensation for the inconvenience

Exchanges are subject to product availability. If the desired replacement is not available, we will process a refund or offer store credit instead.

We take food quality and safety very seriously. If you receive damaged, defective, or potentially unsafe food items, please follow this special procedure:

• Do Not Consume: If you suspect food quality or safety issues, please do not eat the item
• Document the Issue: Take clear photos of the damaged or defective item, including packaging if applicable
• Contact Us Immediately: Call our customer service hotline or use our emergency contact form
• Preserve Evidence: Keep the item and packaging until we confirm how to proceed

Damaged or defective item claims are eligible for:

• Full refund of the affected item(s)
• Complimentary replacement order
• Additional store credit as a gesture of goodwill
• Full order refund if multiple items are affected