Refund Policy

Last updated: August 2026

1. Introduction

This Refund Policy explains the circumstances in which you may be entitled to a refund for orders placed through our website (https://www.redchillies.be). All orders are for pickup/takeaway from our restaurant. We aim to treat all refund requests fairly, promptly, and in accordance with Belgian and European Union consumer protection law.

Nothing in this policy limits or excludes your mandatory statutory rights as a consumer under Belgian or EU law.

2. When You Are Entitled to a Full Refund

You are entitled to a full refund in the following circumstances:

We cancel your order for any reason (for example, due to unavailability of ingredients, technical problems, or inability to fulfil the order);
Your entire order is missing or was not made available for pickup;
Your entire order is significantly different from what was described on the website;
A duplicate payment has been charged in error;
A payment error has resulted in an incorrect amount being charged.

3. When You May Receive a Partial Refund

A partial refund may be issued in the following circumstances:

One or more items from your order are missing;
One or more items are incorrect (you received a different dish from what you ordered);
One or more items have a significant quality problem (for example, the food was served cold when it should have been hot, or there was a clear quality defect);
An individual item ordered was unavailable and we were unable to contact you to offer a substitute before preparation.

The partial refund will normally correspond to the price of the affected item(s).

4. Refunds for Restaurant Cancellation

If we cancel your order before or during preparation for any reason attributable to us, including ingredient unavailability, technical problems, exceptionally high demand, or other operational reasons, you will receive a full refund of the amount paid.

5. Refunds When an Ordered Item Is Unavailable

If an item you ordered becomes unavailable after your order has been confirmed, we will try to contact you to offer an alternative. If no suitable alternative is available or accepted by you, we will refund the price of the unavailable item.

6. Refunds for Missing Items

If your order is incomplete and one or more items are missing, please contact us as soon as possible. After verifying the claim, we will issue a refund for the missing item(s) or offer a replacement, depending on the circumstances and your preference.

7. Refunds for Incorrect Items

If you receive an item that is different from what you ordered, please contact us promptly. We may offer a replacement or a refund for the incorrect item, depending on the circumstances.

8. Refunds for Significant Food-Quality Problems

If you believe there is a significant quality problem with your order (for example, the food is unsafe, inedible, or substantially different from its description), please contact us as soon as possible. We may ask you to provide photographs or other information to help us assess the issue.

Depending on the severity of the problem, we may offer a replacement, a partial refund, or a full refund. Minor variations in presentation, taste preferences, or spice level do not generally constitute a quality problem.

9. Refunds Following Duplicate or Erroneous Payments

If you have been charged twice for the same order, or if a payment error has resulted in an incorrect charge, please contact us with your order details and proof of payment. We will investigate and refund the duplicate or excess amount as soon as possible.

10. Circumstances Where a Refund May Not Be Available

A refund may not be available in the following circumstances:

You simply changed your mind after the food has been prepared;
The complaint is based on personal taste preferences rather than a genuine quality problem;
You failed to collect a pickup order within a reasonable time without notifying us;
The issue arose from improper handling or storage of the food after collection.

Even in the above cases, your mandatory statutory rights under Belgian and EU consumer law remain unaffected.

11. How to Request a Refund

To request a refund, please contact us as soon as possible, ideally on the same day as the order. You can reach us via:

Email: info@redchillies.com
Telephone: +32 2 479 10 67

When contacting us, please provide:

Your full name;
Your order number;
The date and time of the order;
A clear description of the problem;
Photographs of the affected items, where applicable.

12. How Refunds Are Processed

Refunds will be issued to the original payment method used for the order wherever possible. If a refund to the original payment method is not possible for technical reasons, we will contact you to arrange an alternative.

Please allow 5 to 10 business days for the refund to appear in your account. The exact processing time may vary depending on your bank or payment provider.

13. Your Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer under Belgian and European Union law. Where Belgian or EU consumer law provides you with rights that go beyond what is set out in this policy, those rights prevail.

14. Contact Information

For refund requests or questions about this policy, please contact us:

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