Refund and Returns Policy

At Bicester Burger, we strive to ensure that every order you receive is fresh, accurate, and delivered with care. However, we understand that sometimes things don’t go as planned. This Return and Refund Policy outlines how we handle such situations, whether you’ve ordered directly through our website or via a third-party delivery platform.

1. Order Issues

If there’s a problem with your order, please let us know as soon as possible. Common issues may include:

  • Missing items
  • Incorrect items
  • Quality concerns (e.g., undercooked, burnt, or spoiled food)
  • Damaged packaging or spilled drinks/milkshakes

You must contact us within 30 minutes of receiving your order. Provide your order number, a brief description of the issue, and photos if applicable.

2. Returns

Due to the perishable nature of our products, we do not accept returns. However, we are committed to resolving any issues promptly and fairly.

3. Refunds

We offer refunds or a suitable replacement under the following circumstances:

  • You received the wrong item(s)
  • Your order was not delivered (and was not marked as delivered)
  • Items were damaged or compromised in transit

Please note:

  • Refunds are issued to the original method of payment.
  • Refund processing may take 3–5 business days, depending on your payment provider.
  • For orders placed via aggregators (e.g., Deliveroo, Uber Eats, Just Eat), refunds must be requested through their respective customer support channels.

4. Cancellations

  • Orders placed directly on our website can be cancelled within 5 minutes of placing the order. After this window, we begin preparing your food, and cancellations may not be possible.
  • For orders placed via third-party apps, cancellation policies are subject to the aggregator’s terms.

5. Allergies and Dietary Restrictions

We do our best to accommodate dietary preferences and clearly label allergens. However, we cannot guarantee a completely allergen-free environment. Refunds for allergic reactions are not provided unless the item served was different from what was described.

6. Contact Us

Your satisfaction is important to us. If you have any concerns or feedback, don’t hesitate to get in touch. 

Email: [email protected] 

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This policy is subject to change without notice. Last updated: 1st May 2025