Refund and Returns Policy
Our Products
The images of the products on our website are illustrative only. Although we have made every effort to display the colors accurately, we cannot guarantee your device’s display of the colors accurately reflects the true color of the products. Your ordered product may vary slightly from those images. Please refer to product description for details of specific products.
All images are not intended to form any part of any contract.
The packaging of the product may also vary from that shown in images on our website.
PRODUCTS AND ALLERGENS
Please see our full list of ingredients along with nutritional and allergen information Allergen info.
Due to the nature of the RK Grill’s London’ working environments there is a risk of cross-contamination between toppings, but we ensure we follow strict hygiene standards . Although great care is taken in the preparation of our products we cannot guarantee that all bones from meat products have been removed and olives may contain stones
Some of the ingredients we use are produced in factories that handle nuts and although every care is taken, some products may contain nuts. The desserts and ice cream sold by RK Grill’s London may contain nut derivatives.
We offer vegetarian options for our products as indicated on our menu but please note there are no dedicated preparation or cooking areas in our stores for vegetarian food.
If you have a food allergy or cannot eat certain ingredients for any reason then please make sure you de-select or do not select any ingredients that may cause you an issue or order direct from your local RK Grill’s London store rather than via our website and make sure that you notify that store of any allergies that you have.
Unless otherwise stated on our menu we do use Halal meat in our toppings.
PRICE AND DELIVERY CHARGES
The prices of the products you order via this website will be as shown on our website and in British Pounds Sterling (GBP) including VAT where applicable. Our prices may change from time to time but this will not affect any order you have placed and which we have accepted. Some promotional offers are available only at participating stores or only online when ordered via this website.
Minimum spend to qualify for delivery applies and varies between stores. For orders that do not qualify for delivery, please speak to your local store to find out what the charge is.
We make every effort to ensure that the correct prices are displayed on our website. However, if we realize a product has been given the wrong price, we will correct this immediately.
If we discover an error in the price of the products you have ordered before they are delivered to you, we will contact you to inform you of this error and we will give you the option of continuing to purchase the product at the correct price or canceling your order. If we are unable to contact you, we will treat the order as canceled and notify you.
Please note that if a pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
HOW TO PAY
You can pay for products on our website & app using credit / charge cards (Visa and MasterCard are accepted), debit cards, such as Delta, Pay by Bank App, Stripe. You will only be able to use Stripe if you are ordering for delivery.
During the checkout process you will be asked for your method of payment and payment details. If you choose to pay by debit or credit card then by completing these details you are confirming that the debit or credit card you are using is yours. All card payments are subject to authorisation by your card issuer.
When you are paying for your order online by using a credit or debit card, Stripe will take full payment for your order immediately when your order is placed.
Please note our delivery drivers only carry up to £10 in change and payment must be in British Pounds Sterling (GBP).
In the event of RK Grill’s London Ltd needing to issue a refund we will endeavor to credit your account within 7 – 10 working days. Payment methods may vary from store to store.
DELIVERY
Delivery is available within a certain distance. If you are not in one of our delivery areas, a message will appear on-screen notifying you also some stores’ hours of business are shorter due to local trading restrictions. Due to licensing laws, we are unable to accept orders for either delivery or collection less than 20 minutes before the stated closing time of the store fulfilling your order.
If you do not live within one of our delivery areas we will not be able to offer you a delivery service, you may collect any products you order from a chosen store.
Minimum order value applies for delivery. The minimum order value may vary per store. You will be notified when you reach the basket if your order is below the minimum value.
Delivery will be completed when we deliver the products to the address you gave us.
Please note that for the safety of the driver a driver will only deliver to the main door/reception when delivering to apartment blocks, flats or hotels.
If no one is available at your address to take delivery and it is not possible to leave the products securely at the premises, the driver or store will call you within 15 minutes of their return to the store on the number you provided when ordering. If after a failed delivery, you do not re-arrange delivery or collect the products from your local RK Grill’s London Ltd store that was completing your order within you will be contacted for further instructions and we may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and we will refund you the money you have already paid for the order.
We are responsible for the products until they are delivered to you. You are responsible for the products on delivery and will own the products once we have received your order payment in full.
You may place an order for products from outside the UK, but this order must be for delivery to an address in the UK.
If you are collecting your order we will be unable to serve you if you do not arrive at the store prior to closing time.
CHANGED YOUR MIND
Your order confirmation is a record of our agreement to deliver the products ordered and paid for in full. Amendments to the content of your order or delivery slot can be made up to 45 minutes before the delivery window begins, subject to availability. Amendments to the order must be made by calling the store directly. Your initial payment will be canceled, and a new payment raised.
Orders may be canceled in full up to 45 minutes before the start of the delivery window selected. We will endeavor to issue a refund to your credit card account within 7-10 working days. Cancellations within 45 minutes of the start of the delivery window will be charged in full.
DAMAGED OR FAULTY PRODUCTS
If, on delivery, the products you have ordered are defective or misdescribed, we will either replace the product free of charge or refund you the price of the affected product. You must notify your local RK Grill’s London Ltd store of your order within 30 minutes of the time of delivery or collection (subject to local RK Grill’s London Ltd store opening hours) and return the affected product to the store so that it can investigate the mistake.
You may also have the right to terminate the contract where:
- We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed.
- There is a risk that the supply of the products may be significantly delayed because of events outside our control.
- We have suspended or have notified you that we are going to suspend the supply of the products for technical reasons for a period of more than 2 hours beyond the order delivery period specified in your order confirmation.
- We have done something wrong or failed to do something in breach of the contract between you and us.
All refunds to you will be made by the payment method you used when paying for the order and can take between 7-10 days.
LEGAL RIGHTS
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau. Nothing in these terms and conditions will affect these legal rights. If you have any questions or complaints about the product, please use our phone number 02045424409, Email : contact@rkgrillslondon.com
OUR LIABILITY
We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we accepted your order.
We only supply the products for domestic and private use. You agree not to use the product for any commercial, business for resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any breach of any terms implied by law including your right to receive products as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed.
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that is caused by an event outside our control (including but not limited to strikes, fire, storm, flood or other natural disaster, or failure of telecommunications networks or impossibility of the use of transport).
If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and we will take steps to minimize the effect of any delay. Provided we do this, our obligations to you shall be suspended for the duration of the event outside our control and we will not be liable for any delay caused by the event. If this affects our delivery of products to you, we will arrange a new delivery time with you as soon as we are able to confirm this but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not yet received.