1. Refunds Policy

If you require a refund on a cash order, you must contact the Surbiton Charcoal Grill, 1 Brighton Rd Surbiton KT6 5LR, 020 8339 9207, maibox@surbitoncharcoalgrill.co.uk. directly.

You have a legal right to receive goods which comply with their description, which are of satisfactory quality, and which comply with any specific requirements you tell us about (and we agree to) before you place your order. If you believe that the Items you have been delivered do not comply with these legal rights, please let us know. We may request a photograph showing the problem if it is something that can be seen by inspecting the Items. We will provide a refund in respect of the affected part of the Item, and also in respect of delivery if the whole order was affected, unless we have reasonable cause to believe that the problem was caused after delivery.

Prior to processing your refund, we may consider relevant factors including the details of the order, including your account history, what happened on delivery and information from the deliver drive.

If you have paid online via our website/mobile app then upon your refund request the money will be refunded to your bank account within 5-7 days.

If the money was paid in cash to the delivery driver or at the restaurant/takeaway at the time of collection and not by card online at our website/Mobile App, then we cannot issue a card refund.