Last Updated: September 1, 2026
At Bigben Enterprise, we are committed to your satisfaction. We understand that sometimes things do not go as planned, and we want to make the refund process as simple and fair as possible. This policy applies to all purchases made through our online shop, physical store, and restaurant.
Our Promise: If you are not completely satisfied with your purchase, we will do everything we can to make it right — whether that means a replacement, store credit, or a full refund.
This policy covers both our retail shop products and restaurant orders. Please read the relevant sections below to understand the specific terms for each type of purchase.
Shop products are eligible for refund under the following conditions:
Damaged or Defective Items
Items that arrive damaged, spoiled, or defective upon delivery or pickup. Must be reported within 24 hours of receipt.
Wrong Item Delivered
If you receive an item different from what you ordered. Must be reported within 24 hours of receipt.
Change of Mind
Unopened, unused items in original packaging may be returned within 7 days of purchase. Perishable goods are excluded.
Perishable Goods
Fresh produce, meat, dairy, and other perishable items cannot be returned unless damaged or spoiled upon delivery.
Opened or Used Products
Items that have been opened, used, or had their packaging tampered with are not eligible for refund.
To be eligible for a refund, items must be:
For dine-in orders at Bigben Kitchen, we handle concerns on a case-by-case basis:
Food Quality Issues
If your meal is undercooked, overcooked, or does not meet our quality standards, we will replace it or offer a full refund. Must be reported before leaving the restaurant.
Wrong Order
If you receive a dish different from what you ordered, we will replace it immediately and offer a complimentary item as an apology.
Change of Mind After Service
Once food has been served and consumed, refunds for change of mind are not available.
For takeout and delivery orders from Bigben Kitchen:
We partner with reliable delivery services to ensure your orders arrive safely and on time. However, if issues occur:
If your delivery is more than 30 minutes past the estimated time, contact us for a 10% discount on your next order or a partial refund.
If delivery fails due to our error (wrong address, driver issue), we will reschedule at no extra cost or issue a full refund.
If a package is confirmed lost by our delivery partner, we will issue a full refund or reship the order at no charge.
If delivery fails due to an incorrect address provided by the customer, a redelivery fee may apply. No refund for customer-provided incorrect addresses.
Our Virtual Discount Card program has specific refund terms:
Email us at discounts@bigbenenterprise.com with your Member ID, purchase date, and reason for refund. We will process your request within 5 business days.
Follow these steps to request a refund:
Collect your order number, receipt, photos of the issue (if applicable), and a brief description of the problem.
Reach out via email at refunds@bigbenenterprise.com or call +1 (268) 555-0123. For in-store purchases, you may also visit our location at Lower All Saints Road.
Our team will review your request within 2 business days. We may contact you for additional information if needed.
Once approved, your refund will be processed using your original payment method. You will receive a confirmation email.
Tip: The fastest way to get a refund is to include clear photos of any damaged or incorrect items in your initial request. This helps us process your claim immediately.
We offer the following refund methods depending on your original payment method and preference:
| Original Payment | Refund Method | Processing Time |
|---|---|---|
| Credit/Debit Card | Original card | 5-10 business days |
| Cash | Cash or store credit | Immediate (in-store) |
The following items and situations are not eligible for refund:
Fresh produce, meat, seafood, dairy, and baked goods (unless damaged upon delivery).
Restaurant meals that have been fully consumed.
Opened personal care, beauty, or hygiene items.
Here is what you can expect after submitting a refund request:
Request Submitted
Day 0
Under Review
Day 1-2
Decision Made
Day 2-3
Refund Processed
Day 3-10
If you have any questions about this Refund Policy or need assistance with a refund request, our customer care team is here to help:
We aim to resolve all refund requests fairly and promptly. Your satisfaction is our priority, and we appreciate your business.