Refund Policy

Last Updated: April 8, 2026

1. Introduction

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican food and an outstanding customer experience every time you order. We understand that occasionally things may not go as expected, and we want to ensure that any issues are resolved fairly and promptly.

This Refund Policy outlines your rights and our obligations in accordance with the Australian Consumer Law (ACL), as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), as well as applicable state and territory consumer protection legislation. Nothing in this policy limits or excludes any rights or guarantees you have under Australian Consumer Law that cannot be excluded.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, consumers are entitled to certain Consumer Guarantees for goods and services. If a product or service fails to meet a consumer guarantee, you are entitled to a remedy. Specifically, our food products must:

• Be of acceptable quality (safe, free from defects, fit for purpose, and acceptable in appearance and finish);
• Match any description provided on our menu or website;
• Be fit for the purpose for which they are commonly supplied;
• Correspond to any sample or demonstration provided.

If our products or services do not meet these guarantees, you are entitled to a remedy which may include a refund, replacement, or repair (where applicable). These rights cannot be excluded, restricted, or modified under any circumstances.

3. Eligibility Conditions for Refunds

You may be eligible for a refund or replacement in the following circumstances:

To be eligible for a refund, you must be able to provide reasonable evidence of the issue, such as a photo of the food item, your order confirmation number, or a receipt.

4. Timeframes for Refund Requests

We encourage customers to raise refund or complaint requests as soon as possible after the issue is identified. The following timeframes apply:

• In-store purchases: Please raise the issue with a team member or manager at the time of your visit or within 24 hours of your purchase.
• Online orders (delivery or pick-up): Please submit your refund request within 48 hours of receiving your order.
• Billing or payment disputes: Please notify us within 14 days of the transaction date.
• Catering or group orders: Any issues must be reported within 24 hours of the catering event or delivery.

5. Non-Refundable Items and Situations

The following are generally not eligible for a refund, except where required by Australian Consumer Law:

• Purchases where you have simply changed your mind;
• Customised orders that were prepared exactly as requested;
• Promotions or discounted items where the discount was applied correctly;
• Gift cards or vouchers (unless faulty or not redeemable due to our error);
• Partially consumed food items without a valid quality complaint;
• Orders affected by delivery delays caused by third-party delivery platforms (e.g., DoorDash, Uber Eats) — in such cases, please contact the relevant platform directly.

6. How to Request a Refund – Step-by-Step

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Details: Collect your proof of purchase, including your order confirmation number, receipt, or transaction ID. If possible, take a clear photograph of the item(s) in question.
2. Step 2 – Contact Us: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: guzmaanygomez.com
   • In-store: Speak directly with the store manager at your nearest Guzman y Gomez location.
3. Step 3 – Provide Information: Include the following in your refund request:
   • Your full name and contact details;
   • Order number and date of purchase;
   • Description of the issue;
   • Supporting photos or documentation (if available);
   • Your preferred resolution (refund, replacement, or store credit).
4. Step 4 – Assessment: Our team will review your request and may contact you for additional information if required. We aim to acknowledge all refund requests within 2 business days.
5. Step 5 – Resolution: Once your request is assessed and approved, we will advise you of the outcome and process your refund, replacement, or store credit accordingly.

7. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that Guzman y Gomez is not responsible for additional delays caused by your financial institution or payment provider. If you have not received your refund within the estimated timeframe, we recommend contacting your bank or payment provider first, then reaching out to us if the issue persists.

8. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. This may occur when:

• Only certain items in a multi-item order were affected by a quality issue;
• A portion of the order was consumed before the issue was identified;
• The issue was minor and does not warrant a full refund under the Australian Consumer Law;
• A discount, voucher, or promotional code was applied to the original order (refund calculated on the amount actually paid).

Partial refunds will be calculated based on the proportional value of the affected items relative to the total order value, minus any applicable discounts already applied.

9. Exchange Policy

In many cases where a refund would be warranted, we may offer a replacement item or a comparable substitute as an alternative remedy. Our exchange policy applies as follows:

• Incorrect item received: We will prepare and provide the correct item at no additional cost.
• Unsatisfactory quality: We will remake the item and offer it as a replacement.
• Missing items: We will provide the missing item(s) or issue a refund for those items.

Exchanges are subject to availability. If a requested item is unavailable (e.g., due to seasonal ingredients or store stock), we will offer a comparable alternative or a refund at the customer's choice. Exchanges are not available for change-of-mind situations.

10. Cancellation Policy

Due to the fresh, made-to-order nature of our food products, cancellations are subject to the following conditions:

10.1 Online and App Orders

• Orders may be cancelled within 5 minutes of placement, provided the order has not yet been accepted or prepared by the store.
• Once an order has been accepted and preparation has commenced, cancellations will not be accepted and no refund will be issued (unless there is a consumer guarantee failure).
• To request a cancellation, contact us immediately at [email protected] or call the relevant store directly.

10.2 Catering and Group Orders

• Catering orders may be cancelled free of charge up to 48 hours before the scheduled delivery or pick-up time.
• Cancellations made between 24–48 hours prior may incur a cancellation fee of up to 25% of the order value.
• Cancellations made less than 24 hours before the scheduled time may incur a fee of up to 50% of the order value, as ingredients and preparation will have commenced.
• Full refunds for catering cancellations are available in cases of documented emergencies, at management discretion.

11. Dispute Resolution Process

We are committed to resolving all refund and complaint matters fairly and efficiently. If you are not satisfied with the initial outcome of your refund request, please follow our escalation process:

1. Step 1 – Internal Review: Request a review of your case by contacting us at [email protected] and asking for your matter to be escalated to a senior customer service representative or store manager.
2. Step 2 – Formal Complaint: If your concern remains unresolved after the internal review, submit a formal written complaint via email to [email protected]. We will acknowledge receipt within 2 business days and aim to provide a written resolution within 10 business days.
3. Step 3 – External Dispute Resolution: If you remain dissatisfied after exhausting our internal processes, you may seek assistance from the following external bodies:
   • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
   • Your State or Territory Consumer Protection Agency (e.g., NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, etc.);
   • The Australian Financial Complaints Authority (AFCA) for payment-related disputes: www.afca.org.au.

12. Food Safety Concerns

If you believe a food safety incident has occurred — including finding a foreign object in your food, experiencing illness after consuming our products, or identifying potential contamination — please:

• Contact us immediately at [email protected];
• Retain the food item (if possible) and any packaging for inspection;
• Seek medical attention if required and retain any medical documentation.

All food safety complaints are treated with the highest priority and may be referred to the relevant food safety authority, including Food Standards Australia New Zealand (FSANZ) or the applicable state or territory food safety regulator.

13. Amendments to This Policy

Guzman y Gomez reserves the right to update or amend this Refund Policy at any time. Any changes will be published on our website at guzmaanygomez.com with a revised "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Us

For all refund requests, order issues, or general inquiries, please contact our customer service team using the details below: