How to get your money back using the

Guzman y Gomez

refund policy

Guzman y Gomez (GYG) provides refunds or replacements in specific cases:

• Order Errors or Quality Issues: Refunds or replacements are provided if GYG incorrectly prepares your order, items are missing, or the food is unsafe (e.g., undercooked or contaminated).
  
  
• Unsatisfactory Food: General dissatisfaction or taste preferences typically aren't eligible for refunds, but GYG often offers goodwill gestures or vouchers for minor issues.
  
  
• Excluded Situations: Change of mind, no longer wanting your order, or gift card and loyalty credit refunds aren’t usually refundable to cash.
  
  
• Timely Reporting: It’s crucial to report issues immediately or at least within 24 hours to increase the likelihood of receiving a refund or replacement.
  
  

Follow these clear steps to ensure your refund request is quickly processed:

• Contact the Restaurant Immediately:
  Report directly to the restaurant serving your meal (in-store or by phone). For delivery, contact via the app or delivery service platform ASAP.
  
  
• Provide Proof of Purchase:
  Have your receipt, order number, or confirmation email ready. Clearly explain what went wrong—incorrect item, quality issue, etc.
  
  
• Follow Staff Instructions:
  Store staff often resolve issues on the spot by replacing your meal or initiating a refund. Stay polite and cooperative for quicker resolutions.
  
  
• Escalate If Needed:
  Use the GYG Help Centre enquiry form if the restaurant can’t immediately resolve your issue.
  
  
• Confirm Resolution:
  Watch for an email confirmation of your refund and follow up if necessary. Keep your reference number handy for tracking.
  

Refund processing times at GYG can vary depending on your payment method:

• Credit/Debit Cards: Typically refunded within 3–5 business days, but can take up to 10 days due to bank processing.
  
  
• Cash Refunds: Usually provided instantly at the restaurant.
  
  
• Third-party Apps (Uber Eats, DoorDash): Generally refunded within 1–3 days after approval.
  
  
• Potential Delays: Complex cases involving head office approval can occasionally extend the refund period. Follow up regularly if your refund seems delayed.
  
  

To avoid lengthy waits, report issues immediately and maintain clear communication with GYG’s support.

Refunds at Guzman y Gomez follow your original payment method:

• Card Payments: Refunded directly back to your credit/debit card.
  
  
• Cash Payments: Provided immediately as cash in-store.
  
  
• Gift Cards & Loyalty Credits: Refunds returned as new gift card balances or loyalty credits - typically not refundable as cash.
  
  
• Goodwill Compensation: Occasionally, GYG offers vouchers or discount codes as a courtesy gesture instead of direct monetary refunds.
  
  
• Third-party Delivery Refunds: Handled via the original payment channel used by the delivery platform (Uber Eats, DoorDash, etc.).
  

Here are frequent situations causing refund-related confusion or denial:

• Wrong Location Ordered: Quickly contact the restaurant you accidentally ordered from, refunds may be difficult if the food has already been prepared.
  
  
• Incomplete or Incorrect Orders: Sometimes resolved with insufficient compensation. Politely insist on a fair refund or replacement for missing/wrong items.
  
  
• Delayed Corporate Response: Complex disputes requiring head office involvement may be slow. Consistently follow up to expedite the process.
  
  
• Gift Card & Loyalty Credit Confusion: These balances are non-refundable as cash, only reissued as credits for future use.
  
  
• Initial “No Refund” Misunderstanding: Occasionally, initial staff responses may be inaccurate, politely request manager involvement or escalate via customer support channels for resolution.