1. General Policy
At BurgerBuzz, we strive to ensure every customer is satisfied with their order. Due to the perishable nature of our food products, we generally do not accept returns or exchanges. However, we understand that issues may arise, and we are committed to resolving any problems promptly and fairly.
2. Eligibility for Refunds
- Damaged or Incorrect Orders: If you receive a damaged order (e.g., spilled food, severely crushed packaging) or an order that does not match what you ordered, you may be eligible for a refund. Please contact our customer service team within 30 minutes of receiving your order and provide clear photos of the issue along with your order details.
- Food Safety Concerns: In the rare event that you suspect food safety issues with your order, such as unusual smells, visible signs of spoilage, or foreign objects in the food, immediately refrain from consuming it and reach out to us. We will investigate the matter thoroughly and, if the claim is valid, issue a full refund.
3. How to Request a Refund
- Contact Customer Service: Reach out to our customer service team via email at support@burgerbuzz.shop or through the live chat feature on our website. Clearly describe the problem with your order, attach any relevant evidence (photos, videos), and provide your order number for quick verification.
- Review and Approval: Our team will review your request as soon as possible. Once we confirm the validity of your claim, we will initiate the refund process. The time it takes for the refund to be credited back to your original payment method may vary depending on your bank or payment provider, usually within 3 – 7 business days.
4. Exceptions
- Change of Mind: Since our products are made to order and are perishable, we cannot issue refunds for orders cancelled due to a change of mind, unless the cancellation occurs within 10 minutes of placing the order and the order has not yet entered the preparation stage.
- Normal Appearance Variations: Minor differences in the appearance of food items that do not affect taste or quality, such as slightly different garnish placement, do not qualify for a refund.
5. Non – Refundable Items
- Customized Orders: Orders with special customizations or personalized requests that are correctly prepared according to your specifications are non – refundable, as these items are made specifically for you.
- Promotional Items: Items obtained through special promotions, discounts, or free offers are non – refundable, unless otherwise stated in the promotion’s terms and conditions.
6. Exchanges
As our products are food items, we do not offer exchanges. Instead, if there is an issue with your order, we will assess the situation and determine the appropriate course of action, which may include providing a replacement order (if feasible) or issuing a refund.
By using our services, you acknowledge and agree to these Returns & Exchanges policies. If you have any questions or need further clarification, please do not hesitate to contact our customer service team.