Refund Policy

Effective Date: 14 July 2026

At Khyber Grill Ilford Lane, we are committed to providing high-quality food and excellent customer service. If you experience an issue with your order, we will work with you to resolve it fairly and in accordance with your rights under the Consumer Rights Act 2015.

1. Our Commitment

We take great care in preparing every order. If there is a problem with your food or service, please contact us as soon as possible so we can investigate and offer an appropriate solution.

Restaurant Details

Khyber Grill Ilford Lane

356 Ilford Lane

Ilford, Essex IG1 2LX

United Kingdom

Telephone: 020 3941 9945

Website: https://khybergrillilfordlane.co.uk/

2. When You May Be Eligible for a Refund

You may be entitled to a full or partial refund, replacement, or another suitable remedy if:

You receive the wrong order.
Food is missing from your order.
The food is significantly different from what you ordered.
The food is not of satisfactory quality.
Your order cannot be fulfilled due to circumstances within our control.
Your payment has been taken more than once for the same order.

Each request is reviewed individually based on the circumstances.

3. Orders That Are Not Eligible for a Refund

Refunds will generally not be provided if:

You change your mind after your order has been prepared or dispatched.
You entered incorrect delivery or contact details.
You selected the wrong menu items when placing your order.
The food was not to your personal taste but was prepared correctly according to your order.
You fail to collect a collection order within a reasonable time.

Nothing in this policy affects your statutory rights under UK consumer law.

4. Damaged or Incorrect Orders

If your order is incorrect, incomplete, or arrives in an unsatisfactory condition, please contact us as soon as possible.

Where appropriate, we may:

Replace the affected items.
Prepare a fresh order.
Offer a full or partial refund.
Provide another suitable resolution.

To help us investigate, we may ask for:

Your order number
Photographs of the food (where applicable)
A description of the issue

5. Order Cancellations

Before Preparation

If you contact us before your order has entered preparation, we may be able to cancel your order and issue a full refund.

After Preparation Has Started

Once food preparation has begun, we are generally unable to cancel your order or provide a refund, unless required by law.

6. Delivery Issues

If your delivery is significantly delayed due to circumstances within our control, please contact us.

Depending on the situation, we may:

Update you on your order.
Replace your meal.
Offer a full or partial refund where appropriate.

We are not responsible for delays caused by severe weather, road closures, traffic incidents, or other events beyond our reasonable control.

7. Refund Process

Where a refund is approved:

Refunds are issued using the original payment method whenever possible.
Processing times depend on your bank or payment provider.
Most refunds are completed within 5 to 10 business days, although some financial institutions may take longer.

8. Orders Through Third-Party Delivery Platforms

If your order was placed through a third-party platform (such as Just Eat, Uber Eats, Deliveroo, or another delivery partner), refund requests may need to be made through that platform in accordance with its policies.

9. Your Consumer Rights

This Refund Policy does not affect your legal rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection laws.

If food supplied is not as described, not of satisfactory quality, or not fit for purpose, you may be entitled to an appropriate remedy under UK law.

10. Contact Us

If you have any questions or wish to request a refund, please contact us:

Khyber Grill Ilford Lane