Return & Refund Policy

Last Updated: June 8, 2026

Overview

At NEW GREAT WALL ONLINE, customer satisfaction is important to us. Because food products are perishable, we generally do not accept returns. However, we may offer refunds, replacements, or store credit in certain circumstances outlined below.

Food Returns

Due to food safety and hygiene regulations, prepared food and beverages cannot be returned once delivered or collected.

Eligible Refund Situations

Refunds or replacements may be considered if:

• You receive the wrong item.
• Items are missing from your order.
• Your order arrives significantly damaged.
• The order cannot be delivered due to a restaurant-related issue.
• There is a verified quality issue with the food.

Non-Refundable Situations

Refunds will generally not be issued for:

• Change of mind after an order has been prepared.
• Incorrect delivery information provided by the customer.
• Failure to collect a pickup order.
• Minor delays caused by weather, traffic, or high order volume.
• Personal taste preferences.

Order Cancellations

Orders may be canceled before preparation begins.

• If canceled before preparation, a full refund may be issued.
• If preparation has already started, cancellation may not be possible.
• Custom or catering orders may have separate cancellation terms.

How to Request a Refund

If you experience an issue with your order, please contact us within 24 hours of receiving your order.

To help us process your request, please provide:

• Order number
• Date and time of order
• Description of the issue
• Photos, if applicable

Refund Processing

Approved refunds will be issued to the original payment method used during purchase.

• Credit/Debit Card Refunds: 5–10 business days
• Digital Wallet Refunds: Depending on provider processing times
• Store Credit: May be issued immediately where applicable

Replacement Orders

In certain cases, we may choose to replace the affected item instead of issuing a refund. Replacement decisions will be made at our discretion based on the circumstances.

Third-Party Delivery Platforms

If your order was placed through a third-party delivery service, refund requests may need to be submitted directly through that platform according to its policies.

Contact Information

By placing an order with Your Restaurant Name, you acknowledge and agree to this Return & Refund Policy.