Refund Policy

1. Introduction

At Swiss Chalet, we strive to provide the highest quality food and service to our customers. This Refund Policy outlines the procedures and guidelines for order cancellations, refunds, and addressing issues with your orders. Our goal is to ensure your satisfaction with every purchase.

2. Order Cancellations

2.1 Before Preparation

If you wish to cancel your order before it enters the preparation stage, please contact our customer service team immediately at +442187393882. Orders canceled before preparation begins will receive a full refund to the original payment method.

2.2 During Preparation

Once your order has entered the preparation stage, cancellation may be limited or not possible, as we have already begun allocating resources to fulfill your order. In these cases:

• We may offer a partial refund depending on the preparation stage
• Alternatively, we may offer store credit or a coupon for future purchases

The decision will be at the discretion of our customer service team based on the specific circumstances.

2.3 After Dispatch

Orders that have already been dispatched for delivery cannot be canceled. If you no longer want the order, you may refuse delivery, but refunds will be subject to our discretion and may be partial due to incurred delivery costs.

3. Order Issues and Refunds

3.1 Missing or Incorrect Items

If your order is missing items or contains incorrect items, please contact our customer service team within 1 hour of delivery. We will need the following information:

• Order number
• Description of the missing or incorrect items
• Photos of the received order (if possible)

After verification, we will offer one of the following solutions:

• Delivery of the missing or correct items (where feasible)
• Refund for the specific missing or incorrect items
• Store credit or coupon for future purchases

3.2 Quality Issues

If you are not satisfied with the quality of the food received, please contact us within 1 hour of delivery with the following information:

• Order number
• Specific item(s) with quality issues
• Description of the issue
• Photos of the affected food items (if possible)

After reviewing your report, we may offer:

• Replacement of the affected items
• Refund for the affected items
• Store credit or coupon for future purchases

3.3 Delivery Issues

If your order arrives significantly later than the estimated delivery time (more than 30 minutes), is delivered to the wrong address, or is damaged during transit, please contact our customer service team as soon as possible. After verification of the issue, we may offer:

• Full or partial refund
• Replacement order
• Delivery fee refund
• Store credit or coupon for future purchases

The specific remedy will depend on the nature and severity of the delivery issue.

4. Refund Process

4.1 Refund Methods

Refunds will typically be processed to the original payment method used for the order:

• Credit/debit card refunds will be processed within 1-2 business days, but may take 5-10 business days to appear on your statement, depending on your financial institution
• Digital wallet refunds (e.g., PayPal, Apple Pay) will typically be processed within 1-3 business days
• Store credit will be issued immediately and can be used for future orders

4.2 Refund Confirmation

Once a refund has been processed, you will receive a confirmation email with the refund details, including the amount refunded and the method of refund.

5. Exceptions

5.1 Special Orders and Catering

For catering orders, large group orders, or special event orders, different cancellation and refund policies may apply:

• Catering orders canceled less than 24 hours before the scheduled delivery or pickup time may be subject to a cancellation fee of up to 50% of the order value
• Catering orders canceled less than 2 hours before the scheduled delivery or pickup time may not be eligible for a refund

These policies will be communicated at the time of ordering for catering or special event services.

5.2 Promotional Items

Items received as part of a promotion, discount, or special offer may have different refund conditions. Free items or promotional offers may not be eligible for cash refunds but may be replaced with similar items if quality issues arise.

6. Contact Information

For all refund requests, order issues, or questions about this policy, please contact our customer service team:

• Phone: +442187393882 (Available 7 days a week, 9am - 10pm)
• Email: [email protected]
• Contact Form: Available on our Contact Page

When contacting us about an order issue, please have your order number ready to help us assist you more efficiently.

7. Dispute Resolution

If you are not satisfied with the resolution offered by our customer service team, you may request that your case be escalated to a supervisor or manager. We are committed to resolving all customer issues fairly and promptly.

In the unlikely event that we cannot reach a mutually satisfactory resolution, disputes may be subject to the dispute resolution procedures outlined in our Terms and Conditions.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

The date at the top of this policy indicates when it was last updated.

9. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable laws. Nothing in this policy is intended to reduce your statutory rights regarding faulty or misdescribed goods or services.