Welcome to the Refund and Returns Policy page of Golden Palace in Yala. We strive to ensure that our customers have a pleasant experience when dining with us or ordering food from our website. This policy outlines the terms and conditions under which refunds, exchanges, or returns may be applicable.

1. General Overview

Golden Palace in Yala is committed to customer satisfaction. If you are dissatisfied with your order or experience, we encourage you to contact us promptly. Refunds and returns are assessed on a case-by-case basis to ensure fairness and alignment with our policies.

2. Scope of the Policy

This policy applies to:

• Food Orders: Meals ordered online through the Golden Palace website.

• Event Bookings: Cancellations or changes to reservations made for events or private dining.

• Merchandise: Golden Palace branded merchandise or any other products purchased via our website or at the restaurant.

3. Refund Eligibility

You may be eligible for a refund under the following conditions:

1. Incorrect Orders:

   • Items missing from your order.

   • Incorrect food items delivered.

2. Food Quality Issues:

   • Food found to be stale, spoiled, or not meeting our quality standards.

3. Delayed Delivery:

   • Orders delayed beyond the agreed-upon delivery time by more than 90 minutes.

4. Event Cancellations:

   • Full or partial refunds may apply depending on the notice period provided before cancellation.

5. Merchandise Returns:

   • Products with manufacturing defects or damage upon arrival.

4. Non-Refundable Situations

Refunds or returns are not provided in the following cases:

• Change of Mind: If you simply decide you no longer want the food or product.

• Incorrect Address: Orders delivered to the wrong address due to customer input errors.

• Consumption: Items that have been partially or fully consumed.

• Merchandise Use: Products showing signs of wear or use.

5. How to Request a Refund or Return

1. Contact Us: Reach out within 24 hours of receiving your order via email or phone. Include the following details:

   • Your order number.

   • A detailed description of the issue.

   • Photographic evidence (if applicable).

2. Review Process:

   • Our team will review your request and respond within 2 business days.

3. Approval or Denial:

   • If approved, the refund or return process will commence. If denied, reasons will be provided.

6. Refund Methods

Refunds will be processed using the original payment method. Options include:

• Credit/Debit Card refunds.

• Bank transfers for cash payments.

• Store credits or vouchers.

7. Timeframes for Refunds and Returns

• Refund Processing: Typically completed within 7-10 business days.

• Product Returns: Replacement or exchange processed within 14 days of receiving the returned item.

8. Cancellations and Modifications

1. Food Orders:

   • Modifications or cancellations are only possible if the request is made before the food is prepared.

2. Event Bookings:

   • Full refunds for cancellations made at least 48 hours in advance.

   • Partial refunds for cancellations made within 24-48 hours.

9. Customer Responsibility

It is the customer’s responsibility to:

• Provide accurate details when placing orders or booking events.

• Notify us immediately of any issues to ensure timely resolution.

• Return merchandise in its original packaging for eligible returns.

10. Golden Palace Rights

We reserve the right to:

• Refuse refunds for ineligible claims.

• Amend this policy at any time without prior notice.

11. Contact Information

If you have questions or concerns about our Refund and Returns Policy, please contact us at:

Golden Palace in Yala
Phone: [Insert Contact Number]
Email: Info@goldenpalace.lk
Address: [Insert Address]