Delivery and Refund Policy
At Eltham Yeti Restaurant we follow our customer friendly policy for food delivery or refunds associated with a missed or wrong delivery of food items as follows
Time to time, we change our delivery areas and advertise through our website, sms, and/or other media including verbal by a member of staff. Some areas incur pre-set surcharges or those agreed with the staff in advance in special cases such as house party deliveries. Some areas for instance within a radius of 3km of the restaurant location will not incur any charges. However, please note that this policy is subject to change with or without a prior notice.
Wrong food delivered
We will appreciate your prompt calls if there is a problem with our food delivery. We will take an immediate action should our drivers deliver entirely wrong order to you. You may wish either to pick up the correct order or for us to redeliver to your door for free of charge as per our Redelivery Policy. We will ask you to pay additional amount should you order extra items during the second delivery, but you will not pay any card payment surcharges for the second payment. In some cases, we may offer you a credit or alternative dish of approximately the same amount if we run out of the item.
Your order will be dealt with priority if you come to pick it up. In all cases, please return the wrong food in the original container(s)* to the member of our staff or driver to avoid an additional charge.
Food missed during a delivery
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us as soon as you notice that we missed any food items in your order. You may come to pick up or ask us to redeliver for free* as per our redelivery policy. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card or we may refund you with a voucher or credit. Card payments will only be refunded to the card with which they were initially paid from and that cash refunds will be made for all cash payments.
There will be no discounts or credit provided against any complimentary or courtesy items supplied.
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Please call us immediately if you receive unsatisfactory food caused by uncared delivering, bad packaging or strange objects in the food. We will need the food returned in the original container(s)* so we may investigate and deal with the issue. We will prepare for you new dishes and make sure they’re the best. You may come to pick up or ask us to redeliver for free* as per our redelivery policy. If you do not wish to receive a new dish, we may refund the amount to a credit card or we will refund you with a voucher or credit, only after we receive the food in the original container(s)* and have confirmed the error to the discretion of the manager on duty. You may drop off the food or we can come pick it up from you‡. Please see our policy on picking up unwanted food below.
Please note: we strive to prepare and package our pick up and delivery items to preserve the high quality of the food. Keep in mind the temperature, sauce and consistency of some items may vary slightly after being packaged. Please order pick up or delivery items to your discretion.
Your order will be priority if you come to pick it up. In all cases, please return the wrong food in the original container(s)* to the member of our staff or our driver to avoid an additional charge.
You do not like the food
We understand that some things aren’t for everyone and welcome feedback from our customers. We offer a diverse selection and would love for you to come back and try something new. In some cases we may offer a small courtesy discount for your next visit or we may offer for you to exchange your dish* for an item of equal or lesser value in lieu of a refund. We will need the food returned in the original container(s)* so we may confirm our preparation was correct. In the case of exchanged food, you may come to pick up the food or we can put your new order in our delivery queue with a standard delivery charge and in accordance with our redelivery policy.
We usually suggest that you are on the side of caution and choose a lower spice level because you can add spice in, but can’t take it out! We do not offer discounts or refunds for a preferred different spice level, but please let us know if you’d like us to add a side of ground chili or chili sauce.
Your order will be priority if you come to pick it up. In all cases, please return the wrong food in the original container(s)* to our host or driver to avoid an additional charge.
We understand that everyone is hungry when they call us and we promise we’re trying our best to get the food to you as quickly as we can! In the rare occasion something can occur out of our hands that delays our drivers - we sincerely apologize if this occurs. If your delivery order has been exceedingly delayed, we will provide a 20% discount to your order.
Return / Cancel
Sorry, we cannot cancel, refund or give a voucher or credit if you change your mind or mistakenly order an item after the order is prepared. You may receive a small courtesy discount in some cases as per the discretion of the supervisor of the day. We cannot provide any refund, voucher or credit for non-food items or beverages. Please contact us for more information.
We cannot provide a refund or cash value on any complimentary food.
The restaurant reserves its right to deny or refuse service to any customer for any reason. If we suspect that a customer is abusing any of the Delivery and Refund Policy we unfortunately will not be able to conduct future business with that customer or the address they reside in.
If 25% or more of the food has been consumed or removed we cannot issue any discount, refund or store credit. If the food has been discarded, repackaged or tampered with then we cannot verify its origin or issue and cannot issue any discount, refund or store credit.
If your original order was received via delivery, we can redeliver to the same address only. We will send out the corrected food as quickly as possible but cannot guarantee an exact delivery time. We cannot provide refunds on the original delivery charge or driver tips. No additional delivery fees will incur. Our drivers strive to provide great customer service, but please direct any questions or concerns to the manager on duty by calling the restaurant.
In the occasion that we need to come pick up an item from you, we will send out a delivery driver to your location within our limited delivery area from the restaurant. Drivers will be sent when there are no additional orders in delivery queue and as such may occur up to 30 min after open restaurant hours. No additional delivery fees will incur. To receive any discount, refund or store credit the food must be returned in its original container(s). Our drivers strive to provide great customer service, but please direct any questions or concerns to the manager on duty by calling the restaurant.