Waiting on a

Red Rooster

refund? Let’s make sure you get it.

• Order Issues or Mistakes:
  Eligible if your order is missing items, incorrect, or unsafe to eat (e.g., undercooked chicken).
  
  
• Canceled Orders (Before Cooking):
  Eligible for refunds if you cancel an order before preparation begins.
  
  
• Unfulfilled Orders:
  Automatically eligible if your prepaid order can’t be fulfilled due to stock issues or store closure.
  
  
• Food Quality Issues:
  Refunds available for significant quality problems (undercooked, excessively dry, inedible food). Minor taste preferences may result in replacements or vouchers instead.
  
  
• Third-Party Delivery (Uber Eats, Menulog):
  Refund requests must be handled through the respective delivery apps.
  
  
• Exclusions – Change of Mind After Food Receipt:
  No refund if you change your mind after receiving the correct, properly prepared order.
  
  
• Partially Used Promos/Vouchers:
  Promo codes or Red Royalty points used on refunded orders are typically reinstated or matched in equivalent value.
  

• Step 1: Gather Evidence & Receipt:
  Take photos (e.g., missing items, quality issues). Keep your receipt or order confirmation.
  
  
• Step 2: Contact Red Rooster Promptly:
  
  
  • In-store/Drive-thru: Call or return immediately.
    
    
  • Online Orders: Use Red Rooster Feedback Form.
    
    
  • Third-party apps (Uber Eats, Menulog): Report issues via app.
    
    
• Step 3: Explain Clearly & Specify Your Desired Resolution:
  Describe your issue clearly, provide your order details, and explicitly state if you prefer a refund over a replacement or voucher.
  
  
• Step 4: Allow Red Rooster Response:
  Typically, expect a response within 24–48 hours. Refunds or replacements are usually confirmed promptly.
  
  
• Step 5: Follow Up if Necessary:
  If no response or delay in refund, follow up through Red Rooster customer support or social media channels.
  

• Online/Card Payments: Typically 3–5 business days for refunds to appear in your account.
  
  
• Cash Refunds: Immediate at the store upon return.
  
  
• Third-party Apps: Usually 1–3 business days via the respective platforms (Uber Eats, Menulog).
  
  

Note: Allow up to 5 business days before following up if you don't see your refund.

• Original Payment Method (Standard):
  Refund issued to your original credit/debit card or PayPal.
  
  
• Cash Refunds:
  Issued immediately in-store when paid in cash originally.
  
  
• EFTPOS Card Reversals:
  Refunds back onto your card through store’s EFTPOS terminal or cash provided in-store.
  
  
• Red Royalty Points:
  Refunds returned as loyalty credits for points used on orders.
  
  
• Third-party Apps:
  Refunds handled and credited back via Uber Eats, Menulog, or DoorDash directly.
  
  
• Alternative Compensation (Voucher/Coupon):
  Sometimes offered in lieu of refunds; customers can request cash refunds explicitly if preferred.
  

• Missing Items:
  Typically resolved swiftly through refunds or immediate replacements when reported promptly.
  
  
• Quality Complaints:
  Refunds or replacements given readily for objectively poor-quality meals (undercooked, unsafe).
  
  
• Store Reluctance:
  Stores occasionally favour replacements. Customers should politely insist on refunds if that’s their preference.
  
  
• Delayed Refunds:
  Refund processing issues are rare but can occur. Contact Red Rooster again with your reference if delayed beyond 5 business days.
  
  
• Third-party Order Confusion:
  Refund requests for delivery app orders must go through the respective platform (Uber Eats/Menulog), not directly through Red Rooster.
  
  
• Repeated Store Issues:
  Multiple order errors from one store should be escalated via corporate feedback channels for proper resolution.