Refund Policy

Last Updated: October 15, 2023

At Swiss Chalet, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines our procedures for returns, refunds, and order cancellations.

1. Order Cancellations

We understand that circumstances may change after you place an order. Our cancellation policy is as follows:

• Pre-preparation cancellations: If you cancel your order before we have begun preparing your food (typically within 5 minutes of order placement), you will receive a full refund.
• Post-preparation, pre-delivery cancellations: If you cancel after we have begun preparing your order but before it has left for delivery, we may charge a 50% cancellation fee to cover food and preparation costs.
• Orders in transit: Once your order has left our facility for delivery, cancellations are not accepted, and no refund will be issued.

To cancel an order, please call us immediately at +440459607389 with your order number ready.

2. Quality Issues

We take pride in the quality of our food and service. If you experience any of the following issues with your order, you may be eligible for a full or partial refund:

• Incorrect items: If you received items different from what you ordered.
• Missing items: If items are missing from your order.
• Food quality issues: If the food quality does not meet our standards (e.g., undercooked, spoiled, or contaminated).
• Delivery issues: If your order arrives more than 45 minutes beyond the estimated delivery time (excluding delays caused by incorrect address information or circumstances beyond our control).

To be eligible for a refund due to quality issues, you must report the problem within 2 hours of receiving your order by calling +440459607389 or emailing [email protected].

3. Refund Process

When a refund is approved, we will process it according to the following guidelines:

• Payment method: Refunds will be issued to the original payment method used for the purchase.
• Processing time: Refunds are typically processed within 3-5 business days after approval.
• Credit card refunds: Please note that it may take an additional 5-10 business days for the refund to appear on your credit card statement, depending on your card issuer's policies.

In some cases, we may offer store credit or a replacement order instead of a monetary refund, particularly for minor issues or partial order problems.

4. Photographic Evidence

For quality-related refund requests, we may ask you to provide photographic evidence of the issue. This helps us improve our quality control processes and verify the refund claim.

If requested, please send clear photos of the problematic items to [email protected], including your order number in the subject line.

5. Non-Food Items

For non-food merchandise (e.g., branded items, gift cards):

• Unused, unopened items in original packaging may be returned within 14 days of purchase.
• The item must be in its original condition with all tags and packaging intact.
• Return shipping costs are the responsibility of the customer unless the return is due to our error.

6. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

Lost or stolen gift cards may be replaced with proof of purchase and identification verification.

7. Exceptions

The following situations are generally not eligible for refunds:

• Personal taste preferences (e.g., "too spicy" when ordering a spicy item)
• Orders placed with incorrect delivery information provided by the customer
• Claims made more than 2 hours after delivery
• Delivery delays caused by severe weather, traffic conditions, or other circumstances beyond our control
• Special orders or custom items prepared according to specifications

8. Multiple Refund Requests

While we value your satisfaction, we monitor refund patterns to ensure the fair use of our policy. Customers with excessive refund requests may be subject to additional verification or, in extreme cases, restrictions on future orders.

9. Delivery Guarantee

We offer a 45-minute delivery guarantee for orders within our standard delivery zones. If your order arrives more than 45 minutes after the estimated delivery time provided at checkout (excluding delays caused by incorrect address information or circumstances beyond our control), you may be eligible for:

• A full refund of the delivery fee
• A 10% discount on your next order

To claim this guarantee, please contact customer service within 24 hours of receiving your delayed order.

10. Promotions and Discounts

Refunds for orders placed using promotions, discounts, or special offers will be adjusted to reflect the actual amount paid, not the original menu price.

One-time use promotion codes will not be reissued or restored if an order is refunded.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting the updated policy on our website.

The policy in effect at the time of your order will apply to that transaction.

12. Contact Us

If you have questions about our Refund Policy or need to request a refund, please contact our customer service team:

Swiss Chalet
94 Imogen Underpass North Lisamouth GU7 9SD
Email: [email protected]
Phone: +440459607389
Hours: 10:00 AM - 10:00 PM, 7 days a week

We appreciate your business and strive to resolve any issues promptly and fairly.