Last Updated: August 1, 2023
At E Station SG, we strive to provide the highest quality food and service to our customers. We understand that sometimes issues may arise, and this Refund Policy outlines the procedures for refunds, returns, and cancellations of orders placed through our website (estationsg.com) or by phone.
Our goal is to ensure your satisfaction with every order. If you are not completely satisfied with your order, please let us know, and we will work to make it right.
You may cancel your order without charge if the cancellation is made before we begin preparing your food. Once you place an order, you will receive an order confirmation via email. To cancel your order, please contact us immediately by phone at +44 908 681 5473.
If we have already begun preparing your order, a partial refund may be issued at our discretion. This is because we have already invested in ingredients and labor for your specific order.
Once your order has been dispatched for delivery, cancellations cannot be accepted, and no refund will be issued. However, if there are any issues with the quality or preparation of your food upon delivery, please refer to our Refund Eligibility section below.
You may be eligible for a refund in the following circumstances:
If you receive incorrect items or if items are missing from your order, you may be eligible for a full or partial refund, or we may offer to deliver the correct or missing items to you.
If the food quality does not meet our standards (e.g., undercooked, spoiled, or contains foreign objects), you may be eligible for a full or partial refund. We may request photographic evidence to help us improve our quality control.
While we strive to deliver all orders within the estimated delivery time, various factors can affect delivery times. If your order is significantly delayed (more than 45 minutes beyond the estimated delivery time) due to reasons within our control, you may be eligible for a partial refund or credit for a future order.
If your order was never delivered and our delivery service confirms this, you will receive a full refund.
To request a refund, please follow these steps:
You can contact our customer service team through the following methods:
Refunds will typically be issued to the original payment method used for the purchase:
Once approved, refunds will be processed within 3-5 business days. However, it may take an additional 5-10 business days for the refund to appear in your account, depending on your financial institution's policies.
In some cases, we may offer store credit instead of a monetary refund. Store credit will be added to your E Station SG account and can be used for future orders. Store credit does not expire and can be used at any time.
The following items and situations are generally not eligible for refunds:
For orders that include promotional items or discounts, refunds will be adjusted to reflect the actual amount paid. Free items or promotional discounts may not be eligible for cash refunds.
Delivery fees are generally non-refundable unless the delivery was not completed or was significantly delayed due to reasons within our control.
Catering orders have a separate cancellation policy due to their size and preparation requirements. Cancellations must be made at least 24 hours before the scheduled delivery time to be eligible for a refund. Cancellations made with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the order value.
At E Station SG, your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please contact us, and we will work with you to resolve the issue. This may include offering a replacement, refund, or store credit, depending on the circumstances.
Our customer satisfaction guarantee is subject to the terms outlined in this Refund Policy and is offered at our discretion.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any changes. Your continued use of our services after any modifications indicates your acceptance of the updated Refund Policy.
If you have any questions or concerns about our Refund Policy, please contact us at:
E Station SG
5 Phillips Street
New Maryport S6 1WR
Singapore
Email: [email protected]
Phone: +44 908 681 5473