Refund Policy

Overview

At Supermacs, customer satisfaction is our top priority. We are committed to providing exceptional food quality and service excellence to every customer. This refund policy outlines our commitment to ensuring that you have a positive experience with our products and services.

We understand that sometimes issues may arise with your order, and we want to make the resolution process as smooth and transparent as possible. This policy applies to all food orders, whether purchased in-store, through delivery, or via our online ordering system.

Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

• Timeframe: Refund requests must be made within 24 hours of order completion for delivery orders, or immediately upon receipt for in-store purchases
• Proof of Purchase: Valid receipt, order confirmation number, or transaction record must be provided
• Valid Reason: Food quality issues, incorrect order, allergic reaction concerns, or service-related problems
• Product Condition: For food safety reasons, consumed items may still be eligible based on documented quality issues
• Communication: Customer must provide detailed description of the issue and cooperate with our investigation process

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Change of Mind: Orders that are correct but no longer wanted by the customer
• Delivery Delays: Delays caused by weather, traffic, or circumstances beyond our control
• Incorrect Address: Delivery issues resulting from customer-provided incorrect delivery information
• Promotional Items: Free items, promotional offers, or discounted meal deals (unless quality issue exists)
• Gift Cards: Purchased gift cards or store credit cannot be refunded for cash
• Late Requests: Refund requests made after the specified timeframe without valid justification

Refund Process

Follow these simple steps to request a refund:

1. Contact Us Immediately: Call our customer service team at +353 62 62002 or email [email protected] with your order details and issue description
2. Provide Documentation: Share your receipt, order number, transaction details, and if possible, photos of the issue
3. Issue Investigation: Our team will review your case within 2-4 hours during business hours and may contact you for additional information
4. Resolution Decision: You will receive a decision on your refund request along with the expected processing timeline
5. Refund Processing: Approved refunds will be processed according to our refund methods policy outlined below
6. Confirmation: You will receive confirmation once your refund has been initiated and processed

Refund Methods & Timeframes

Approved refunds are processed using the following methods:

• Credit/Debit Card: Refunds processed to original payment method within 3-5 business days
• Cash Payments: In-store cash refunds available immediately upon approval
• Store Credit: Instant store credit available as alternative to cash refunds
• Mobile Payments: Digital wallet refunds processed within 1-3 business days
• Online Orders: Automatic refund to original payment method used for online purchase

Exchanges vs Refunds

In many cases, we may offer exchanges as an alternative to refunds:

• Incorrect Orders: Immediate replacement of correct item at no additional charge
• Quality Issues: Fresh replacement prepared to ensure quality standards
• Temperature Problems: Re-preparation of items that arrived cold or overcooked
• Missing Items: Delivery or pickup of missing items from your original order
• Store Credit Option: Enhanced store credit value for future purchases when choosing credit over refund

Damaged or Defective Items

Special procedures apply for damaged or defective food items:

• Immediate Reporting: Report damaged items immediately upon receipt for fastest resolution
• Photo Documentation: Provide clear photos of the damaged or defective items when possible
• Food Safety Priority: Items posing health risks receive immediate attention and full refund
• Quality Investigation: We investigate all quality issues to prevent future occurrences
• Expedited Processing: Damaged item refunds are processed with priority handling
• Compensation: Additional compensation may be provided for significant inconvenience