Terms of Sale, Refund & Return Policy

These Terms and Conditions apply to all purchases made by you, the customer, from us, Romayo’s on romayos.ie

CUSTOMER SERVICE
We are committed to total customer care, If however you feel that something is unsatisfactory and a return may be warranted then please feel free to contact a member of our team in-store who will be happy to assist you and will make every effort to resolve the matter to your satisfaction. You can also email: info@romayos.ie

DELIVERY & COLLECTION
We aim to despatch your food within 15 to 30 minutes of receiving your order and deliver within 45 minutes to 60 minutes.

Please be aware that some food items take up to 20 minutes to prepare and collection is advisable 30 minutes after the order is placed.

Deliveries may take longer depending on traffic, rush hours, road closures, police checkpoints, rain & snow. Also during peak hours (namely 5pm to 9pm) delivery times may increase.

We will, however, endeavour to get your food to you as fast as possible.

Deliveries are made to the Ground Floor (Road Level) front door of Apartment buildings.

We do not deliver inside apartment blocks due to time delays, vehicles left unattended & safety of staff.

VAT
Prices in our menu and on our website include VAT at the appropriate rate. We make every effort to print prices correctly, however where errors occur management reserve the right to charge the correct prices when a bill is presented.

WAYS TO PAY
To place an order visit us in-store, order on line or call your nearest store. Opening times are different for every store and can be found here. If placing your order by phone your call may be recorded for training and quality purposes. We do not accept credit/debit cards over the phone due to security and data protection reasons. We do accept credit/debit cards on payments in-store and online on our website www.romayos.ie. The card holder must be present for the first option. Orders placed over the phone can be paid in cash on arrival.

It is your responsibility to ensure that the details provided by you for the purpose of ordering products from us are correct and that you have the necessary credit limits and/or authority to use the credit or debit card you present to us.

RIGHT TO CANCEL
Orders can only be cancelled within the first 5 minutes of placing an order.

REFUND & RETURN POLICY
If you have a query, speak to in-store staff in the first instance.

If you are unsatisfied with the food and/or service, please contact the store immediately by phone (from which you placed your order) and ask to speak with the manager. See location contact numbers here.

A food quality complaint must be made by phone to a shop manager within 1 hour of receiving said food order if a refund or food replacement is desired.

To obtain a refund you may be required to return the goods to us in the same condition as they arrived.

Each case is unique and will be resolved by the store manager. Store manager’s decision is final.

Refunds will be issued in the form of complimentary vouchers, or where applicable funds will be returned to credit card/bank account, within 5 working days. Should you need further advice or assistance please contact our customer services team at info@romayos.ie.

Feedback placed by email or phone the following day will be investigated if all required information is provided. If order was placed online please forward order confirmation email or if placed by phone send phone number and photograph of receipt.

Romayo’s will endeavour to deal with your complaint within 24 hours. Escalated disputes that arise over the weekend will be dealt with on the following Monday, however please allow for Bank Holidays where the office is not open.

STATUTORY RIGHTS
To obtain a refund you may be required to return the goods to us in the same condition as they arrived. For quality control purposes the takeaway and delivery food items may need to be examined to determine the nature of the complaint and address it appropriately.

Failure to present the food item(s) back to a Romayo’s representative may hamper your ability to receive a refund or food replacement.

ERRORS
Every effort has been made to ensure that the information supplied is correct at the time of going to press.

By purchasing products from us, you agree to these terms of sale. Romayo’s have the right to revise these terms and conditions including prices at any time.

We also have the right to decline service to any individual customer.