1. Introduction This Refund and Returns Policy applies to all purchases made through Gazzab Limited, whether in-person at our restaurant located at 245 Goldhawk Road, London W12 8EU, United Kingdom, or through our website, mobile application or any other online ordering platforms. By ordering from us, you agree to be bound by the terms of this policy.
2. Right to Cancel Under UK consumer law, there are rights to cancel purchases for most goods and services within a certain period. However, this right does not apply to contracts for the supply of perishable goods, such as freshly prepared food. At Gazzab Limited, once an order is placed and preparation has begun, it cannot be cancelled. We encourage customers to contact us immediately if a cancellation is needed before the preparation of your order starts.
3. Food Orders Due to the perishable nature of food items, we do not offer a returns policy once an order has been dispatched or picked up for takeaway unless the food is of unsatisfactory quality, unfit for consumption, or not as described.
4. Incorrect or Incomplete Orders If you receive an order that is incorrect, incomplete, or not as described, please contact us immediately upon receipt. We will work to correct any errors by replacing incorrect items or completing your order as soon as possible.
5. Refund Process Refunds for cancelled orders, incorrect, or unsatisfactory items are processed in the following ways:
Before Dispatch: If you cancel your order before it has been dispatched or prepared, we will refund you the full amount including any delivery charges.
After Dispatch: If there is an issue with the quality of the food or if it was not as described, we may offer a partial or full refund or a replacement, at our discretion. This decision will be based on the circumstances of your complaint and in compliance with UK consumer law.
6. How to Request a Refund To request a refund, please contact us via email or phone as provided on our website. You may be required to provide:
Proof of purchase (receipt or order confirmation).
Description and photo of the product issue (if applicable).
7. Timeframe for Refunds Refunds are processed promptly but may take up to 14 days to appear in your account, depending on your bank or card issuer.
8. Non-Refundable Items Please note that certain items may be excluded from refunds unless there are issues of quality or misdescription. These items include:
Custom orders that are made to your specifications or clearly personalised.
Goods which are liable to deteriorate or expire rapidly.
9. Complaints If you are dissatisfied with our response to your refund request, you are encouraged to contact our customer service team who will further assist you. We aim to resolve all complaints amicably and promptly.
10. Modifications to the Refund Policy We reserve the right to modify this refund and returns policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.
11. Contact Information For any questions or concerns about this Refund and Returns Policy, please contact us at: info@gazzab.co.uk
