About Our Refund Policy
Grill & Bun, operated by HUNGER HUT LTD, provides freshly prepared burgers, loaded fries, drinks and meal options through online ordering, collection and local delivery services.
We aim to provide customers with a reliable ordering experience and will review each request carefully based on the details of the order.
Order Changes
If you need to make changes to your order, please contact us as soon as possible.
Requests made within 10 minutes after placing an order may be considered where preparation has not started.
Once food preparation has started, changes may not always be possible due to the fresh preparation process.
Incorrect or Missing Items
If you receive an incorrect item or something is missing from your order, please contact our team as soon as possible.
Please provide your order details and relevant information within 24 hours of receiving your order so we can review the situation and assist appropriately.
Food Quality Concerns
If you have any concerns about your order, please contact us within 24 hours of collection or delivery.
We may ask for order details to help us understand the issue and provide a suitable solution.
Refund Requests
Refund requests are reviewed individually based on the order details and the circumstances provided by the customer.
Approved refund requests will normally be processed within 5 working days after confirmation.
Refund Processing Time
Once a refund has been approved, the completed refund process may take approximately 3–7 working days to appear, depending on the customer’s financial service provider.
Non-Refundable Situations
Refunds may not be available where:
- Incorrect information was provided during ordering
- The order was prepared according to the selected details
- The customer is unavailable for collection or delivery after confirmation
- A request is made after an extended period without order details
We always encourage customers to contact us so we can review any concerns.
Collection Orders
Customers collecting orders should check their order details before leaving the collection location.
If there is an issue with a collection order, please contact us as soon as possible so we can provide assistance.
Delivery Orders
For delivery orders, customers should provide accurate delivery information when placing an order.
Issues related to delivery orders should be reported within 24 hours so we can review the order details and provide support.
Contact Us
If you have questions about this Refund Policy or need assistance with an order, please contact us.
HUNGER HUT LTD
219 Twickenham Road
Isleworth
England TW7 6AA
Phone: +44 20 8570 2947
Email: food@grillbun.co.uk