1. Quality Commitment

At Merri's Grills, we pride ourselves on serving hot, world-class authentic BBQ. If your meal arrives damaged, incomplete, or fails to meet our quality standards, we offer immediate resolution under our Customer Guarantee.

2. Order Cancellations

• Before Kitchen Preparation: You may cancel an order free of charge within 5 minutes of placing it if the kitchen has not begun grilling.
• After Preparation Begins: Once food preparation or charcoal grilling has commenced, orders cannot be cancelled due to the perishable nature of freshly cooked food.

3. Eligible Refund Scenarios

Refunds or store credit vouchers are issued under the following verified circumstances:

• Wrong item or missing dish delivered by dispatch.
• Order cancelled by restaurant management due to ingredient stock availability.
• Payment deducted but transaction failed to generate an active order reference.

4. Processing Refunds

Approved refunds are processed back to your original payment method (Bank Account / Card) within 24–48 banking hours, or credited instantly as a Merri's Grills Coupon Voucher for immediate re-ordering.