Return and Refund Policy

Last updated: 23 July 2026

Grill.am is committed to ensuring that every order reaches the customer in proper quality and complete condition. Since the products offered on the website are food products, returns and refunds are handled in accordance with food safety and hygiene requirements.

1. General Return and Exchange Conditions

Food products delivered in proper quality and in accordance with the confirmed order are not eligible for return or exchange.

A return, replacement, or refund may be considered if:

  • the delivered item does not match the confirmed order,
  • one or more ordered items are missing,
  • the delivered product is damaged, incomplete, or of unsatisfactory quality,
  • the product or its packaging was damaged during delivery.

2. Reporting an Issue

Please report any issue as soon as possible after receiving the order. To help us review the case promptly, please provide:

  • the order number,
  • a short description of the issue,
  • photos of the product and packaging, where possible.

Each case is reviewed individually. Where appropriate, Grill.am may offer a replacement, delivery of the missing item, or a full or partial refund.

3. Refunds

If a refund is approved, it will be issued using the same payment method used for the original purchase.

For card or online payments, the refund may take up to 7 business days, depending on the bank or payment provider procedures.

The delivery fee is refundable only if the issue was caused by Grill.am or the delivery service.

4. Order Changes or Cancellation

An order may be changed or canceled before preparation begins.

Once preparation has started or the order has been handed over to the delivery service, changing or canceling the order may no longer be possible. Please contact us as soon as possible in such cases.

5. Non-Returnable or Non-Exchangeable Products

  • food products delivered in proper quality and in accordance with the confirmed order,
  • opened or partially consumed products where no quality issue exists,
  • products damaged or spoiled due to improper storage by the customer,
  • custom-made orders that comply with the confirmed order details.

6. Damaged, Incorrect, or Incomplete Orders

If you receive a damaged, incorrect, or incomplete order, please contact Grill.am immediately. We will review the situation as quickly as possible and offer an appropriate solution.