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To provide the best customer satisfaction, we provide the following solutions. If you have any questions regarding the Return & Refund Policy please call our restaurant. Preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.

 

Food Order Errors
If you receive food that is different from your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error in your order you may come to pick up the correct food item.
For credit card payments, you will be refunded the sales price amount associated with the error and
recharged for the new items price. For cash payments, you will be asked to pay the difference of the balance if the new food has a greater
value than the food received in error. In the same way, you will receive the difference of the balance
back as credit for the new item if less than the food received in error. In some cases, we may offer you a store credit. Your order will be priority if you come to pick it up. In all cases, please return the food order in the original container(s) to our host.

 

Food Order Incomplete
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you.
Please call us as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card, cash refund or we will refund you with a store credit.

 

Food Dissatisfaction
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Please call us immediately if you receive unsatisfactory food caused by a dislike or objects in the food. We will need the food returned in the original container(s) so we may investigate and deal with the issue. We will prepare you a new food order. If you do not wish to receive a new dish, we may refund the amount to a credit card, cash refund or we will refund you with a store credit only after we receive the food in the original container(s) and have confirmed the error to the discretion of the manager on duty.

You must notify us immediately if you decide to cancel your order, preferably by phone, and quote your order number. If we accept your cancellation, no cancellation fee applies. If we refuse cancellation, (e.g. preparation of order placed by you has been completed and/or delivery personnel has already been dispatched), we will not be able to refund any order, which has been already dispatched. As a general rule, you shall not be entitled to cancel your order once you have received confirmation from the restaurant. Usually, this is within 5 minutes of placing an order.


If the cancellation was made in time and once the restaurant has accepted your cancellation, we will refund or re-credit your debit or credit card with the full amount within 14 days which includes the initial delivery charge (where applicable) which you paid for the delivery of the Goods or the Services, as applicable. We may cancel a contract/order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.


However, in the unlikely event of an item on your order being unavailable, we will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.


In the unlikely event that our restaurant delivers a wrong item, you have the right to reject the delivery of the wrong item and you shall be fully refunded for the missing item/order within 14 days by the restaurant. If our restaurant can only do a partial delivery (as a few items might not be available), its staff should inform you or propose a replacement for the missing items. We are not responsible for wrong or partial delivery. The issue must be settled directly with our restaurant. You can register a complaint with us and if we have similar complaints from other users, we will ensure that such practices are not followed.

Shipping Address
We will only ship to addresses provided in the billing address or shipment address provided during your purchase.
Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.
We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.
All re-delivery of goods to you will be charged for an associated shipping charges which will be disclosed upon request for a second delivery attempt.


Change In Shipping Address
If you have any request for change of shipping address, please email us at info@rosebananaleaf.com. within 12 hours upon your order submission. If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.


Shipping Time
It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.


Tracking Number
Once goods leave our warehouse and picked up by our shipping partner, the tracking ID for the package will be communicated to you via email and updated on your member’s account.