Return & Refund Policy

Return & Refund Policy

Return & Refund Policy

To provide the best customer satisfaction, we provide the following solutions. If you have any questions regarding the Return & Refund Policy please contact our restaurant. As a private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy, we will not be able to conduct future business with the customer.


Cancellations

Preparation of your order begins immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.


Online Orders Not Picked Up

Customers can schedule and place orders online. Orders must be picked up by the date and time specified when placing their order or within a reasonable time. Online take-out orders are final. Food orders will be held for 4 hours (based on food handling safety metrics) or until end of business; whichever comes first. Food orders not picked up within this timeframe will be discarded at the customer's expense and no refunds will be issued. 


Order Errors*

If you receive food that is different from what you ordered (as is displayed on your receipt), we sincerely apologize. Please contact us as soon as you notice the error. You may come back to the restaurant to pick up the correct food item. If there was a price difference between the amount of the item given in error and the actual item ordered, you will either be refunded for the difference or asked to pay the difference of the balance if the new item has a greater value than the food received in error. Refunds will be credited back to the original payment method.


Incomplete Order*

Please check your order before leaving the restaurant. In the rare occasion that you do not receive what is on your receipt, we will make it up to you. Please contact us as soon as you notice the error. You may either return to the restaurant to pick up your missing item or you may cancel the missing item and we will provide a refund for the missing item. Refunds will be credited back to the original payment method.


Food Dissatisfaction*

We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. Refunds are not typically provided for food that a guest simply does not like.


Order Cancelled Delivery Partner*

It’s possible your delivery partner might cancel the delivery if they’re unable to find or reach you. When they arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you are expecting the food to arrive. If a delivery partner made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.


PLEASE NOTE: we strive to prepare and package our pickup items to preserve the high quality of the food. Keep in mind the temperature and consistency of some items may vary slightly after being packaged.


*If 25% or more of the food has been consumed or removed, we cannot issue any discount, refund or credit. If the food has been discarded, repackaged or tampered with and we cannot verify its origin or issue, we cannot issue any discount, refund or credit. Also, we will only prepare a second food order in all situations. We will not prepare a third order replacement.

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 Interested in catering? Visit our CATERING page or contact empanadanoshery@gmail.com for more information.