Refundand Returns Policy

Overview

At our restaurant, customer satisfaction is our priority. Because we serve fresh and perishable food items, our refund and return policy differs from retail stores.

Due to the nature of food products, we do not accept returns once food has been prepared, served, or delivered. However, we are committed to resolving any issues related to your order.

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Order Issues & Eligibility for Refund

You may be eligible for a refund or replacement if:

• You received the wrong order.
• Your food was missing items.
• The food was spoiled, undercooked, or not prepared as requested.
• The order was significantly delayed due to our error.
• The packaging was damaged and affected the quality of the food.

To qualify, you must:

• Notify us within 24 hours of receiving your order.
• Provide proof of purchase (receipt or order confirmation).
• Provide clear details and, if requested, photos of the issue.

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Non-Refundable Situations

We do not offer refunds or replacements in the following cases:

• Change of mind after the order has been prepared.
• Minor taste preferences (e.g., too spicy, not salty enough).
• Incorrect delivery details provided by the customer.
• Orders not collected on time.
• Sale, promotional, or discounted items (unless there is a quality issue).

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Refund Process

Once your complaint is received and reviewed:

• We will notify you of the approval or rejection of your refund.
• If approved, refunds will be processed to your original method of payment within a few business days.
• In some cases, we may offer a replacement meal or store credit instead of a monetary refund.

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Late or Missing Refunds

If you have not received your refund:

1. Check your bank account again.
2. Contact your payment provider or bank, as processing times may vary.
3. If the issue persists, contact us at {email address}.

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Exchanges / Replacements

We only replace meals if they were incorrectly prepared or damaged before delivery. If you need a replacement, please contact us immediately at {email address} or call {phone number}.

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Online & Delivery Orders

For delivery orders:

• Please inspect your order upon arrival.
• Report any issues immediately.
• Delivery fees are non-refundable unless the error was caused by us.

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Catering Orders

For catering services:

• Cancellations must be made at least 48 hours in advance for a full refund.
• Late cancellations may result in partial charges depending on preparation status.

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Need Help?

If you have any questions regarding refunds, returns, or order concerns, please contact us at:

📧 contact@bertineskitchen.com

📍 Minneapolis, Minnesota, USA
📞 Tel: +(612) 430-3096

We value your trust and appreciate your business.