Refund Policy

1. Overview

At Bonchon, customer satisfaction is at the heart of everything we do. We take pride in serving high-quality Korean fried chicken and other delicious menu items. We understand that occasionally issues may arise with your order, and we are committed to resolving them promptly and fairly.

This Refund Policy outlines the terms and conditions under which refunds may be issued for purchases made at Bonchon locations or through our online ordering platform. By placing an order with us, you agree to the terms of this policy.

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

Timeframe Requirements

• In-Store Orders: Refund requests must be made within 30 minutes of receiving your order while still at the restaurant location.
• Delivery Orders: Refund requests must be submitted within 2 hours of the delivery being marked as complete.
• Pickup Orders: Refund requests must be made within 1 hour of picking up your order.
• Catering Orders: Cancellations for full refund must be made at least 48 hours before the scheduled delivery or pickup time.

Product Condition

• The food item must be significantly different from what was ordered or as described on our menu.
• The food must be unsafe for consumption due to quality issues, foreign objects, or allergen concerns that were not properly disclosed.
• At least 75% of the item must be uneaten to qualify for a full refund (exceptions apply for food safety issues).

Proof of Purchase

• Original receipt (physical or digital) is required for all refund requests.
• Order confirmation email or app notification for online orders.
• Photographic evidence of the issue may be required for quality-related complaints.
• Valid payment method used for the original transaction.

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Change of Mind: Orders that were correctly prepared and delivered but the customer simply changed their mind or no longer wants the food.
• Taste Preferences: Items that do not meet personal taste preferences but were prepared according to our standard recipes.
• Spice Level Complaints: Items ordered at a specific spice level that the customer finds too spicy or not spicy enough, unless the wrong level was prepared.
• Late Requests: Refund requests made after the specified timeframes have passed.
• Promotional Items: Free items, complimentary sides, or promotional giveaways.
• Gift Cards: Gift card purchases are final and non-refundable, though unused balances remain valid.
• Merchandise: Bonchon branded merchandise (unless defective) is subject to exchange only.
• Third-Party Delivery: Orders placed through third-party delivery apps (DoorDash, Uber Eats, Grubhub, etc.) must be handled through those platforms directly.

4. Refund Process

Follow these steps to request a refund:

1. Document the Issue

   Take clear photographs of the item(s) in question, showing the issue. Keep the original packaging and receipt. Note the date, time, and location of your order.

2. Contact Us Promptly

   Reach out to us within the eligible timeframe via phone, email, or through our online contact form. For in-store orders, speak directly with the manager on duty.

3. Provide Required Information

   Share your order number, receipt, description of the issue, and photographic evidence. Include your contact information and preferred resolution method.

4. Await Review

   Our customer service team will review your request within 1-3 business days. We may contact you for additional information if needed.

5. Receive Resolution

   Once approved, you will receive notification of your refund or alternative resolution. Refunds are typically processed within 5-10 business days.

5. Refund Methods

Approved refunds will be processed using the following methods:

Original Payment Method

• Credit/Debit Cards: Refunds will be credited back to the original card used for purchase within 5-10 business days, depending on your financial institution.
• Cash Payments: In-store cash refunds may be provided immediately. For delivery orders paid in cash, store credit will be issued.
• Digital Wallets: Apple Pay, Google Pay, and similar payment methods will be refunded to the linked account within 5-10 business days.
• Gift Cards: Purchases made with gift cards will be refunded as store credit or gift card balance restoration.

Processing Timeframes

• Refund approval decision: 1-3 business days
• Refund processing initiation: Within 24 hours of approval
• Credit card refunds: 5-10 business days
• Store credit: Immediate upon approval
• Bank transfers: 7-14 business days

6. Exchanges

In many cases, we may offer an exchange or replacement as an alternative to a refund:

When Exchanges Are Preferred

• Incorrect items received (we will provide the correct items)
• Missing items from your order
• Items that did not meet our quality standards
• Temperature issues (cold food that should be hot)

Exchange Process

• In-Store: Bring the item and receipt to the restaurant for immediate replacement.
• Delivery: A replacement order may be dispatched, or credit issued for a future order.
• Pickup: Return to the location with receipt for replacement items.

Exchange vs. Refund

While we always strive to offer the resolution you prefer, exchanges allow us to make things right immediately and ensure you enjoy our food as intended. If an exchange is not possible or practical, a refund will be provided per this policy.

7. Damaged or Defective Items

We take food quality and safety very seriously. Special provisions apply for damaged or defective orders:

What Qualifies as Damaged or Defective

• Food items contaminated with foreign objects
• Items that show signs of spoilage or are not fresh
• Packaging that has been tampered with or compromised
• Incorrect allergen preparation that could pose health risks
• Food items that arrive spilled, crushed, or otherwise inedible

Our Response

• Immediate Resolution: Damaged or defective items receive priority handling.
• Full Refund: 100% refund regardless of how much was consumed (for safety reasons).
• Complimentary Replacement: Option for a free replacement order if desired.
• Investigation: All reports are logged and investigated to prevent future occurrences.

8. Contact Information

Our customer service team is here to help with any refund requests or concerns. Please reach out through any of the following channels:

Information to Include in Your Request

To help us process your refund request quickly, please include:

• Your full name and contact information
• Order number and date of purchase
• Location where the order was placed
• Detailed description of the issue
• Photographs (if applicable)
• Your preferred resolution (refund, exchange, or store credit)