Refund Policy

At Guzman y Gomez, we are committed to delivering fresh, high-quality Mexican food and an outstanding customer experience. We understand that occasionally things may not go as expected, and this Refund Policy explains your rights and our obligations when issues arise with your order or purchase. This policy is governed by Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), and applies to all transactions made through our website guzimansgomez.com or at any of our locations across Australia.

Please read this policy carefully before placing an order. By purchasing from Guzman y Gomez, you agree to the terms outlined below.

1. Our Commitment to You

Guzman y Gomez is proud to serve freshly prepared food that meets the highest standards of quality and food safety. We want every customer experience to be a positive one. If you are not satisfied with your order for a legitimate reason, we will work with you to find a fair and timely resolution in accordance with Australian Consumer Law.

Under the ACL, consumers are entitled to certain guarantees, including that goods and services will be of acceptable quality, fit for their intended purpose, and match their description. Our refund and remedy obligations align with these statutory guarantees.

2. Eligibility Conditions for Refunds

You may be eligible for a refund, replacement, or remedy if one or more of the following conditions apply:

• Your order was incorrect and did not match what you purchased (e.g., wrong items delivered or prepared).
• Your food was of unacceptable quality, such as being undercooked, spoiled, contaminated, or unsafe for consumption.
• A significant portion of your order was missing.
• You experienced an allergic reaction due to incorrect labelling or failure to accommodate a disclosed allergy or dietary requirement.
• Your online order was charged but not fulfilled or confirmed.
• A technical error on our platform resulted in a duplicate or incorrect charge.

Refund eligibility is assessed individually. We reserve the right to request photographic evidence, order confirmation details, or other supporting documentation before processing a refund.

3. Timeframes for Refund Requests

To ensure a prompt and fair resolution, we ask that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may still be considered at our discretion, particularly where the matter relates to a statutory guarantee under the ACL. However, prompt reporting helps us investigate your concern more effectively and provide a faster resolution.

4. Non-Refundable Items and Circumstances

While we strive to accommodate customer concerns, the following are generally not eligible for a refund:

• Change of mind: If you simply decide you no longer want what you ordered after it has been prepared or delivered.
• Customisation errors made by the customer: If you selected incorrect options or customisations when placing your order, and the order was prepared correctly as submitted.
• Partially consumed meals: Refunds will generally not be issued for meals that have been substantially consumed unless a genuine quality issue is identified.
• Promotional or complimentary items: Items provided free of charge, as part of a promotion, or via loyalty reward redemption are not eligible for a cash refund.
• Catering orders cancelled late: Catering and bulk orders cancelled with less than the required notice period (see Section 8).
• Third-party delivery fees: Delivery fees charged by third-party platforms (such as Uber Eats, DoorDash, or Menulog) are not within our control and must be directed to the respective platform.

5. How to Request a Refund — Step-by-Step

Requesting a refund from Guziman y Gomez is straightforward. Please follow these steps:

1. Gather your information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your purchase
   • The name of the store location (if applicable)
   • A clear description of the issue
   • Photographs of the food or packaging (if the issue is quality-related)
2. Contact our Customer Experience Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: guzimansgomez.com
3. Provide your details: In your message, include your full name, contact number, order details, and a clear description of the problem you experienced.
4. Wait for acknowledgement: Our team will acknowledge your request within 2 business days.
5. Assessment: We will review your request, which may include follow-up questions or a request for additional evidence such as photographs.
6. Resolution: Once assessed, we will notify you of the outcome and the remedy offered (refund, replacement, store credit, or other resolution).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will depend on your original payment method:

Please note that while we process refunds promptly on our end, actual receipt of funds may depend on your financial institution or payment provider. We are not responsible for delays caused by banks or third-party processors.

7. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was affected by a quality issue or error.
• You received most of your order correctly but one item was missing or incorrect.
• A meal was partially consumed before an issue was identified.
• A catering order was partially cancelled within the notice period.

The amount of any partial refund will be calculated based on the value of the affected items relative to your total order. Our team will communicate the partial refund amount clearly before processing.

8. Cancellation Policy

8.1 Standard Orders (In-Store and Online)

Because our food is freshly prepared to order, cancellations must be made before the order has been confirmed and preparation has begun. Once food preparation has commenced, we are generally unable to cancel the order or provide a refund on the basis of cancellation alone.

If you placed an online order and need to cancel it, please contact us immediately at [email protected] or call the relevant store directly. We will make every reasonable effort to accommodate your request if notified promptly.

8.2 Catering and Bulk Orders

For catering and large-scale orders, the following cancellation timeframes and conditions apply:

All catering cancellations must be submitted in writing to [email protected]. Verbal cancellations will not be accepted as confirmation.

9. Exchange Policy

Where a refund is not appropriate or not preferred by the customer, we may offer an exchange or replacement of the affected item(s) as a remedy. Exchanges are subject to the following conditions:

• The original item must have been defective, incorrect, or of unacceptable quality.
• Replacement items will be freshly prepared and provided at no additional cost.
• Exchanges for a different menu item of equal or lesser value may be offered at our discretion.
• If a replacement item is not available (e.g., seasonal or out-of-stock item), a refund or store credit will be offered instead.
• Exchanges must be requested within the applicable timeframe outlined in Section 3.

If you are dining in-store and there is an issue with your meal, please speak directly with a team member or manager, who will be able to arrange a replacement promptly.

10. Dispute Resolution Process

We always aim to resolve customer concerns quickly and fairly at the first point of contact. However, if you are not satisfied with the outcome of your refund request, the following escalation process is available to you:

Step 1: Internal Escalation

Request that your complaint be escalated to a Customer Experience Manager at Guzman y Gomez by contacting us at [email protected] and clearly stating that you wish to escalate your complaint. We will respond within 5 business days.

Step 2: External Dispute Resolution

If your concern remains unresolved after internal escalation, you may contact the following external bodies for assistance:

• Australian Competition and Consumer Commission (ACCC):
  The ACCC enforces the Australian Consumer Law and can provide guidance on your consumer rights.
  Website: www.accc.gov.au
  Phone: 1300 302 502
• State and Territory Consumer Affairs Offices:
  Depending on your location, you may also contact your relevant state or territory consumer protection agency, such as:
  • NSW Fair Trading
  • Consumer Affairs Victoria
  • Queensland Office of Fair Trading
  • Consumer Protection WA
• Australian Financial Complaints Authority (AFCA):
  If your dispute involves a payment or financial transaction, AFCA may be able to assist.
  Website: www.afca.org.au

11. Food Allergy and Dietary Requirement Concerns

Guzman y Gomez takes food allergies and dietary requirements very seriously. If you believe you have experienced an allergic reaction or adverse health event related to our food, please:

• Seek medical attention immediately if required.
• Retain any remaining food or packaging where possible for reference.
• Contact us as soon as possible at [email protected] with full details of what occurred.

We will investigate the matter thoroughly and, where an error on our part is established, provide an appropriate remedy. Such cases may also be referred to the relevant state food safety authority if required under applicable food safety legislation, including the Australia New Zealand Food Standards Code.

12. Contact Information for Refund Requests

For all refund-related enquiries, please contact our Customer Experience Team using the details below. We are committed to responding to all enquiries promptly and professionally.

Our Customer Experience Team is available Monday to Friday during standard business hours (Australian Eastern Standard Time). We aim to acknowledge all enquiries within 2 business days and resolve most issues within 7 business days.

13. Changes to This Refund 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 guzimansgomez.com with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

This policy was last updated on June 30, 2026.