1. Order cancellations
You can cancel or modify your order free of charge up to 12 hours before your selected delivery window. After that, ingredients may have been prepared and we cannot guarantee a full refund.
2. Refund eligibility
Because our products are perishable, we only offer refunds in the following cases:
- The wrong order was delivered.
- Items arrived damaged or spoiled due to our handling.
- The order was significantly delayed beyond the confirmed window due to our fault.
3. How to request a refund
Contact us within 2 hours of delivery via WhatsApp or email at hello@thegrillboxeg.com with your order number and photos of the issue. We will review and respond within one business day.
4. Refund method
Approved refunds are issued to the original payment method. Cash-on-delivery refunds are issued as store credit or bank transfer. Refunds are typically processed within 5–7 business days.
5. Non-refundable items
We cannot refund items that have been consumed, improperly stored after delivery, or damaged after receipt. Delivery fees are non-refundable unless the delivery itself was our fault.