REFUND / RETURN POLICY

We provide the following solutions to achieve best customer satisfaction. Please feel free to contact us if you have any question regarding our Return & Refund policy. Please contact us or your third-party delivery company for assistance of your delivery orders. Please contact your third-party delivery company if you have concerns about the drivers. All of our delivery orders are fulfilled by third-party delivery companies. Each of such delivery company manages its own driver team.

 

Order Errors

If you receive food that is different from what is shown in your order details, please call us as soon as you notice the error. You may come to pick up the correct food item and return the order with error in original contains. The correction order will be priority. You will be asked to pay the difference of the balance if the new food has a greater value than the food received in error. You will receive the difference of the balance back as credit for the new item if less than the food received in error. If you are not able to come and pickup the correct food, please contact us by email for resolution. We respond to every customer’s email.

 

Incomplete Order

In some rare occasion, you may not receive food items that are listed on your receipt. We will make it right for you. Please call us as soon as you notice that. You may come to pick up the missing item, or you may cancel the missed item with a refund back through your original payment method. We will issue store credit for cash refund if you are not able to come back to the store for the refund.

We do offer courtesy items such as napkins, disposable silverware, chopsticks, etc. upon request for free. We cannot provide discounts, refunds or store credit if any free courtesy item is omitted, but you are more than welcome to let us know so we may address the issue with our staff for better service quality in the future.

 

Food Dissatisfaction

We value food quality and consistency. Our team ensure all items and ingredients are fresh to serve every day, especially the raw proteins since consuming raw or undercooked meats, poultry, seafood, shellfish, or eggs may increase the risk of foodborne illness. We take great care and pride in every bowl, burrito, and drink we make. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted and other similar circumstances. In most cases, refunds are not typically provided for food that a guest simply does not like. Please do not hesitate to email us if you have concerns about our food quality. Again, we respond to every customer’s email

 

Order Cancellation

Preparation of your order usually begins immediately after your order has been confirmed. We may not be able to cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared.

 

Order Cancellation by Delivery Partner

Your delivery partner might cancel the delivery if they’re unable to find and reach you. Please keep your phone nearby when you’re expecting the food to arrive. Drivers are prompted to contact you when they arrive at your delivery address. If a delivery partner made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.

 

Complimentary Food

We do not offer refund for any complimentary food.

 

Duplicate Order or Duplicate Charge

When using our own web order system, in some very rare occasion, your order may be processed twice due to network issue. Please call us immediately if you get more than one order confirmation email or text for one order, so we do not prepare the duplicate order with checking and removing potential duplicate charge for you. If you think there is a duplicate charge posted on your bank account, please call or email us as soon as you realize that. We will go over our order & payment history and issue refund for you if there is a duplicate charge. Please always contact us before you start a dispute with your bank. Refunds usually takes 3-5 business days to show on your account. Any pending transaction on your account can not be considered as evidence of duplicate charge. Unsuccessful payment may show as a pending transaction but will disappear within 3-5 business days.

 

Note

We reserve the right to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy, we will unfortunately not be able to conduct future business with the customer so that we can spend the effort to provide quality food and service for you and our other wonderful and frequent patrons. If 25% or more of the food has been consumed or removed, we cannot issue any discount, refund or store credit. If the food has been discarded, repackaged or tampered with, which makes us impossible to verify its origin, we cannot issue any discount, refund or store credit.

 

We strive to prepare and package our items to preserve the high quality of the food; However, please keep in mind the temperature, sauce, and consistency of some items may vary slightly after being stored in containers without immediate consumption.

©2019 Hanaya Poke.