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Refund Policy

At Mambo’s Express, we take customer satisfaction extremely seriously and we aim to please every time you place an order with us.

We accept though, that there could be rare instances when something doesn’t go quite according to plan. As such, we have the following policies in place.

 

Cancellation.

In order to provide a timely delivery service, our chefs will start preparing your order within a minute or two of your order being placed. If your timing is just right, it may even be seconds after the order comes through to us.

In light of this fact, it is not possible for us to accept any cancellation requests, for any reason, once your food has started cooking.

If for some reason, within a few minutes of placing an order you decide you wish to cancel, you may of course call the store on 0191 421 8888, but the decision as to whether we will accept a cancellation request is at the sole discretion of the store manager on duty, and their decision will be final.

If we have already started preparing your order, then we will deliver the order as normal.

 

Damaged in Transit Items.

All our items are carefully packed by hand, but should your order be damaged whilst in transit, or you are unhappy with the item please contact us at Mambo’s Express on 0191 421 8888 or email us at office@mambosexpress.co.uk, explaining the situation and the reason for return request. We will then either replace the damaged or dissatisfied item at no additional cost to you or refund you the cost of the goods or offer a credit on your next order. This will be at our discretion and subject to availability.

We reserve the right to ask you to either return the damaged/unwanted items (our driver will collect) immediately or provide additional evidence of the damage such as a photograph, before a refund or replacement is sent out.

If the Error is Our Fault

If you are returning an item because of an error on our part, we will dispatch a replacement item or items to you at no further cost, subject to availability. We reserve the right to refund you offer a credit to the value off your next order, in the event that the goods are no longer available, or we are unable to deliver the replacement.

Our commitment to first class customer service is because we want you to come back over and over again. If you aren’t satisfied with your order received for any reason, please contact us by phone immediately on: 0191 421 8888 and speak to Management.

 

Refunds.

If you paid for your order using your credit/debit card and we offer you a refund (full or partial), then that refund would be returned to the card that was used to pay for the order. We will start the refund process immediately, but it can take 3 to 5 days for card refunds to be processed by our card processing provider.

We may alternatively offer you a credit of the same value towards your next order.