Saigon Ơi! Refund Policy

Introduction

We are committed to providing high-quality food and service to our customers. This Refund Policy is aligned with the Australian Consumer Law (ACL). Please note that your statutory rights under the ACL take precedence over any terms outlined in this policy.

Scope

This policy applies to all dine-in, takeaway, and delivery orders made at Saigon Ơi!
If you wish to request a refund for any food or service, please refer to the conditions below.

Eligibility for Refunds

  • ✅ Faulty or Misrepresented Orders:
    You may request a refund or replacement if your order:

    • Is incorrect

    • Has missing ingredients

    • Is undercooked or spoiled

    • Has unsatisfactory quality

Notification Period

  • 🪑 Dine-In:
    Notify our staff before leaving the restaurant.
    Refunds cannot be processed after departure.

  • 🥡 Takeaway:
    Contact us on the same day, with clear photos as proof.

  • 🛵 Delivery:
    Notify us within the same day, including pictures and a description of the problem.

Required Documentation

Please provide:

  • 📋 Order details (e.g., time, items)

  • 📸 Relevant images (if applicable)

  • 📝 Description of the issue

  • 🧾 Proof of purchase (invoice, receipt)

Refund Process

  1. 📞 Contact Us:

  2. ✅ Confirmation & Resolution:
    We will review your request and, if valid, offer one of the following:

    • Full/partial refund

    • Replacement

    • Store credit for your next visit

  3. 💳 Processing Time:
    Refunds will be processed via the original payment method
    within 7–10 business days.

Exclusions (No Refunds Provided)

🚫 Change of Mind:
We do not offer refunds for change of mind after food is prepared.

🚫 Partially Consumed Orders:
Refunds/replacements are not applicable if most of the food has been eaten.

🚫 Customized Orders:
No refund for special requests/modifications unless they were incorrectly made.