At Grill & Chill, we strive to deliver fresh, high-quality food with every order. If something goes wrong, we’re here to put it right. This policy explains how we handle returns, cancellations, and refunds for takeaway and delivery orders.

1. No Returns on Food Items

For hygiene and safety reasons, we cannot accept returns of food or beverages once they have been delivered or collected.

2. Refund Eligibility

You may be eligible for a full or partial refund if:

• The wrong items were delivered

• Items were missing from your order

• The food was not as described or unfit for consumption

• Your order was not delivered at all

3. How to Request a Refund

Please contact us within 24 hours of receiving your order:

• Email: info@grillchill.uk

• Phone: 0203 9897986

Include the following information:

• Your full name

• Contact number or email

• Order number or receipt

• Description of the issue

• Photos (if applicable)

All refund requests are reviewed on a case-by-case basis. We aim to respond within 2 business days.

4. Order Cancellation

You may cancel your order within 5 minutes of placing it by calling us directly. After this time, food preparation may have begun and cancellation may no longer be possible.

5. Delivery Issues

If your delivery is delayed or not received:

• Contact us immediately on 0203 9897986

• If the issue is due to incorrect address information or failure to receive the delivery, we may not be able to issue a refund

• If the delay is due to our driver or system error, a refund or redelivery may be offered

6. Refund Process

Approved refunds will be processed to your original method of payment. Depending on your bank or payment provider, refunds may take 5–10 business days to appear.

7. Orders via Third-Party Platforms

If you ordered through a delivery partner (e.g., Deliveroo, Just Eat, Uber Eats), you must contact them directly for any cancellations, refunds, or issues, as they handle payment and customer service independently.

8. Contact Us

If you have any questions or concerns, please get in touch:

Grill & Chill
Email: info@grillchill.uk
Phone: 0203 9897986
Website: https://grillchill.uk