Refund Policy

1. Overview

At Pollo Campero, we are committed to providing our customers with the highest quality authentic Guatemalan cuisine and exceptional service. We understand that occasionally you may need to request a refund, and we want to make this process as straightforward as possible.

This refund policy outlines the conditions, procedures, and timeframes for requesting refunds on purchases made at Pollo Campero restaurants, through our online ordering system, or via third-party delivery services.

Last Updated: January 1, 2026

2. Refund Eligibility

To be eligible for a refund, your purchase must meet the following conditions:

2.1 Timeframe Requirements

• Dine-in orders: Must be reported during your visit or within 2 hours of dining
• Takeout orders: Must be reported within 2 hours of pickup
• Delivery orders: Must be reported within 1 hour of delivery
• Online merchandise: Must be reported within 30 days of purchase
• Gift cards: Must be reported within 24 hours of purchase (unused only)

2.2 Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Merchandise must be in original condition with tags and packaging
• Gift cards must be unused and in original form
• Items must not show signs of misuse or damage by customer

2.3 Proof of Purchase

• Original receipt (paper or digital)
• Order confirmation number for online orders
• Credit card or payment method used for verification
• Valid photo identification for high-value refunds

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

4. Refund Process

Follow these steps to request a refund:

4.1 Immediate Reporting (Preferred)

• In-restaurant: Speak directly with the manager on duty
• By phone: Call us immediately at +52 257 966 1534
• Online: Use our customer service form on the website

4.2 Required Information

• Order number or receipt information
• Date and time of purchase
• Location where purchase was made
• Detailed description of the issue
• Photos of the item (if applicable)
• Contact information for follow-up

4.3 Review Process

1. Initial Review: We will acknowledge your request within 2 hours
2. Investigation: Our team will review your case within 24 hours
3. Decision: You will receive a decision within 48 hours
4. Processing: Approved refunds are processed within 3-5 business days

5. Refund Methods & Timeframes

5.1 Payment Method

Refunds will be processed to your original payment method whenever possible:

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash Payments: Immediate cash refund or store credit
• Digital Wallets: 1-3 business days
• Gift Cards: New gift card issued for refund amount

5.2 Alternative Refund Options

• Store Credit: Immediate credit for future purchases
• Account Credit: For registered online customers
• Check Payment: For large amounts or special circumstances

6. Exchanges Policy

We offer exchanges as an alternative to refunds in many situations:

6.1 Food Exchanges

• Wrong order: Immediate replacement with correct item
• Quality issues: Fresh preparation of the same or similar item
• Temperature problems: Reheated or freshly prepared item
• Missing items: Addition of missing items to complete order

6.2 Merchandise Exchanges

• Wrong size: Exchange for correct size within 30 days
• Defective items: Exchange for identical new item
• Different style: Exchange for item of equal or lesser value

6.3 Exchange Process

Exchanges can often be processed immediately in-restaurant or within 24 hours for online orders. No additional fees apply for exchanges of equal value.

7. Damaged or Defective Items

We take special care with damaged or defective items and offer expedited resolution:

7.1 Food Safety Issues

• Foreign objects: Immediate full refund plus compensation
• Spoiled food: Full refund and investigation of batch
• Contamination: Immediate refund and health department notification
• Undercooking: Full refund and kitchen protocol review

7.2 Quality Defects

• Cold food: Immediate replacement or full refund
• Incorrect preparation: Refund or remake according to specification
• Stale items: Full refund and product lot investigation
• Packaging damage: Replacement item and investigation

8. Contact Information for Refund Requests

We offer multiple ways to request refunds and get assistance:

Online Support

For non-urgent refund requests, you can also:

• Use our online contact form
• Message us through our social media channels
• Submit a ticket through our mobile app

Policy Updates: This refund policy may be updated from time to time. Please check our website for the most current version. Continued use of our services constitutes acceptance of any policy changes.