Refund Policy

We take pride in serving fresh, high-quality Mexican food made with care. Your satisfaction matters deeply to us, which is why we've created a straightforward refund policy that's fair to everyone.

Whether you're dining in, ordering takeaway, or having your favourite GYG delivered to your door, we stand behind the quality of our food. If your experience doesn't meet our standards—or yours—we're here to help.

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

• Timeframe: Refund requests must be made within 24 hours of your order for food items, or within 14 days for merchandise purchases.
• Product Condition: For merchandise, items must be unused, in original packaging, and in the same condition you received them.
• Proof of Purchase: A valid receipt, order confirmation email, or transaction record is required for all refund requests.
• Order Accuracy: If your order was incorrect or missing items, please notify us immediately so we can verify and resolve the issue.

While we strive to accommodate all reasonable refund requests, certain items and circumstances are not eligible for refunds:

• Gift cards, promotional vouchers, or store credit
• Orders where the customer provided incorrect delivery information
• Food items that have been partially consumed (unless quality issue reported)
• Merchandise that has been worn, washed, or damaged by the customer
• Customised or special order items made to specific customer requests
• Orders cancelled after food preparation has begun
• Items purchased during final sale or clearance promotions
• Delivery fees (except in cases of complete order failure)

Requesting a refund is simple. Follow these steps to ensure your request is processed quickly:

1. Gather Your Information

   Have your receipt or order confirmation ready, along with your order number and date of purchase. If applicable, take photos of the issue.

2. Contact Our Support Team

   Reach out to us via email at [email protected] or call +61 8 8223 3526. You can also visit the restaurant where you made your purchase.

3. Describe the Issue

   Clearly explain what went wrong with your order. The more details you provide, the faster we can resolve your concern.

4. Submit Your Request

   Once you've provided all necessary information, our team will review your request within 1-2 business days.

5. Receive Confirmation

   We'll notify you via email or phone about the status of your refund request and the next steps.

Once your refund is approved, we'll process it using one of the following methods:

• Original Payment Method: Refunds are typically returned to the same payment method used for the purchase. Credit/debit card refunds may take 5-10 business days to appear on your statement.
• Store Credit: In some cases, we may offer store credit that can be used for future purchases. Store credit never expires.
• Replacement: For food quality issues, we often offer to remake your order at no additional cost as an alternative to a monetary refund.
• Cash Refunds: For in-store cash purchases, refunds will be provided in cash at the restaurant location.

We're happy to exchange items in the following situations:

• Wrong Item Received: If you received something different from what you ordered, we'll gladly replace it with the correct item at no extra charge.
• Size Exchange (Merchandise): Merchandise can be exchanged for a different size within 14 days, provided the item is unworn and in original packaging.
• Quality Issues: If you're not satisfied with the quality of your food, we'll remake it fresh for you.

To request an exchange, please contact our team with your order details and we'll arrange the replacement as quickly as possible.

We take special care to ensure every order arrives in perfect condition. However, if you receive a damaged or defective item, we've got you covered:

• Food Damage During Delivery: If your food arrived spilled, cold (when it should be hot), or visibly damaged, please contact us within 2 hours of delivery with photos.
• Missing Items: If items are missing from your order, let us know immediately and we'll either refund the missing items or arrange for re-delivery.
• Quality Concerns: If you believe the food quality doesn't meet our standards, please report it within 24 hours. We take all quality concerns seriously.
• Damaged Merchandise: If merchandise arrives damaged, please don't use or wash it. Contact us within 7 days with photos of the damage for a full refund or replacement.

Our friendly customer support team is here to help with any refund requests or questions. Don't hesitate to reach out—we're always happy to assist!

We aim to respond to all refund enquiries within 24-48 hours. For urgent matters, calling us directly is the fastest way to get help.