Refund Policy

Introduction

At Bistro de Paris, we strive to provide high-quality food and excellent service. We understand that sometimes issues may arise. This Refund Policy outlines the circumstances under which we offer refunds for our products and services.

By placing an order with us, you agree to the terms of this Refund Policy.

Order Cancellation

We understand that circumstances may change, and you may need to cancel your order. Our cancellation policy is as follows:

• Before Order Confirmation: You may cancel your order with a full refund before we confirm your order.
• After Order Confirmation but Before Preparation: Orders canceled after confirmation but before we have begun preparing your food may be eligible for a refund, less a 10% processing fee.
• During Food Preparation: Once we have begun preparing your food, we cannot offer a full refund as ingredients and resources have been allocated. A partial refund may be offered at our discretion.
• After Dispatch for Delivery: Orders that have been dispatched for delivery cannot be canceled or refunded.

To request a cancellation, please contact our customer service team immediately at 0403 460 385 or manager@bistrodeparis.com.au.

Refund Eligibility

We offer refunds in the following situations:

Incorrect or Missing Items

If you receive incorrect or missing items in your order, please contact us within 1 hour of delivery. We will either arrange for the correct items to be delivered to you, offer a refund for the specific incorrect or missing items, or provide store credit for a future purchase.

Food Quality Issues

If you experience any quality issues with your food, please contact us within 1 hour of delivery and provide details of the issue. We may request photographic evidence of the problem. If we confirm a quality issue, we will offer a refund, replacement, or store credit at our discretion.

Late Delivery

While we strive to deliver all orders within our estimated delivery times, various factors may affect delivery times. If your order is significantly delayed (more than 45 minutes beyond our estimated delivery time), you may be eligible for a full or partial refund, or store credit, depending on the circumstances and extent of the delay.

Non-Refundable Situations

Refunds or replacements are generally not provided in the following situations:

• Personal taste preferences when the food is prepared according to our standard recipes
• Orders that have been consumed in full or substantially in part
• Issues reported more than 1 hour after delivery
• Incorrect delivery address provided by the customer
• Customer not available at the time of delivery, resulting in food deterioration
• Force majeure events beyond our reasonable control

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team within 1 hour of receiving your order
2. Provide your order number, name, and contact information
3. Describe the issue in detail
4. If requested, provide photographs of the issue

You can contact our customer service team by:

• Phone: 0403 460 385 (during business hours)
• Email: manager@bistrodeparis.com.au
• Contact form on our website

Refund Processing

Once your refund request is approved, we will process it as follows:

• Credit/Debit Card Payments: Refunds will be issued to the same card used for the purchase. It may take 5-10 business days for the refund to appear in your account, depending on your financial institution.
• Online Payment Services (PayPal, etc.): Refunds will be processed to the same account used for the purchase, typically within 3-5 business days.
• Store Credit: Store credit will be issued immediately and can be used for future purchases.

Special Orders and Catering

For catering orders and special events:

• Cancellations made at least 48 hours before the scheduled delivery or pickup time will receive a full refund.
• Cancellations made between 24-48 hours before the scheduled delivery or pickup time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled delivery or pickup time are not eligible for a refund.

For custom or special orders, specific refund terms will be communicated at the time of ordering.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law. Gift cards have no expiration date and can be used for future purchases.

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 for any changes.

Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under Australian Consumer Law. If a product or service has a major failure, you are entitled to a refund. You are also entitled to have the product repaired or replaced if it has a minor failure.

Contact Us

If you have questions about this Refund Policy, please contact us at: