Return Policy

Last updated: August 2026

1. About This Policy

This Return Policy explains how we handle situations where there may be a problem with your order. Because we are a restaurant selling freshly prepared food for pickup/takeaway, our approach to returns differs from standard e-commerce businesses. This policy should be read alongside our Refund Policy and Cancellation Policy.

2. Physical Returns of Prepared Food

For food safety and hygiene reasons, we generally cannot accept the physical return of prepared food. Our food is freshly prepared for each individual order and is perishable by nature. Once food has been collected from our restaurant, we cannot resell or reuse it and cannot verify how it has been stored or handled.

This means that a traditional "return and exchange" process, as used in general retail, is not appropriate for our products.

3. What to Do If There Is a Problem with Your Order

If you experience any of the following issues, please contact us as soon as possible, ideally on the same day as the order:

Your order is incorrect (you received a different dish from what you ordered);
Your order is incomplete (one or more items are missing);
Your order was damaged at the time of collection;
There is a significant quality issue with the food (food is inedible, unsafe, or substantially different from its description).

4. Information We May Request

To help us assess the issue and resolve it fairly, we may ask you to provide:

Your order number;
A description of the problem;
Photographs showing the issue (for example, incorrect items or quality problems);
Any other relevant information.

We will not ask you to return the physical food. We use photographs and your description to assess complaints.

5. How We Resolve Problems

Depending on the nature and severity of the issue, we may offer one or more of the following remedies:

A replacement of the affected item(s), where this is practical and timely;
A credit toward a future order;
A partial refund for the affected item(s);
A full refund, where the issue affects the entire order.

The remedy offered will depend on the circumstances, including the nature of the problem, the time elapsed since the order, and the information you provide.

6. Your Statutory Rights

Nothing in this Return Policy removes, limits, or overrides your mandatory statutory rights as a consumer under Belgian and European Union law. If the food we supply is defective, unsafe, not as described, or otherwise fails to meet the statutory requirements, your legal rights apply regardless of this policy.

7. Contact Us

If you have a problem with your order, please contact us as soon as possible:

Red Chillies
SONID SRL
Leuvensesteenweg 265
1932 Zaventem, Belgium
Email: info@redchillies.com
Telephone: +32 2 479 10 67