Refund Policy
At CairnBridgePortal, customer satisfaction is our top priority. This Refund Policy explains when and how refunds and exchanges are offered for orders placed online through cairnbridgeportal.xyz or in our restaurant, located at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom. If you have any questions about this policy, please contact us at +44 20 7946 0958.
Last updated: September 2024
1. Eligibility for refunds
We offer refunds for eligible orders when a product is defective, not as described, or not delivered. To be eligible for a refund, you must contact us within 7 days of receiving your order and provide proof of purchase. Digital receipts or order numbers from your transaction are helpful for processing. Refund decisions are made at our sole discretion and based on the evidence provided by the customer and our internal review.
2. Eligibility exclusions
Refunds are not available for: (a) meals that have already been consumed or partially consumed; (b) changes of mind or incorrect selections unless the order was incorrect or not delivered; (c) promotional items or discounts used to purchase the order; (d) delivery delays caused by independent third parties, such as courier or weather-related issues, where the order was delivered but not claimed.
3. How to request a refund
To request a refund, please contact our support team at +44 20 7946 0958 with your order number, the date of purchase, and a brief description of the issue. If possible, attach photos or video evidence of the issue. Our team will review your request and respond within 2-5 business days. If the refund is approved, we will process it using the original payment method. Note that processing times may vary by payment provider and can take several business days.
4. Refund methods and timelines
Approved refunds will be issued to the original payment method. For in-store payments, refunds will be issued as a store credit or a cash refund at the discretion of CairnBridgePortal. Online refunds typically appear on the payment method within 3-7 business days, depending on the payment gateway and financial institution. If you paid with a third-party wallet or service, the refund will be issued back to that service following its rules and timelines.
5. Exchanges
Exchanges for item-based orders may be offered if the original product is defective or not as described. Exchanges are subject to product availability. If an exchange is approved, customers should return the eligible item to 43 Bedford Street, Westminster or provide delivery details for a replacement to be sent. Any additional charges or refunds due to the exchange will be communicated during the approval process.
6. Non-refundable items
Gift cards and certain promotional bundles may be non-refundable. If a promotional bundle includes items that would otherwise be refundable, we will assess on a case-by-case basis. We will not provide refunds for non-returnable items that have been used or resold.
7. Changes to the policy
We may update this Refund Policy from time to time to reflect changes in our practices or legal obligations. If we update it, we will post the new policy on cairnbridgeportal.xyz and update the “Last updated” date above. Continued use of our services after such changes constitutes acceptance of the updated policy.
8. Non-ic beverages and substitutions
For beverages, we offer a selection of juices options. If a substitution is necessary due to availability, we will offer a suitable juices beverage, such as a soda or lemonade, at no extra cost, provided the original item was eligible for a refund or exchange under this policy.
9. Contact information
If you have questions about this policy or wish to request a refund, please contact: CairnBridgePortal at +44 20 7946 0958 or visit us at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom. You can also reach us through the order portal at cairnbridgeportal.xyz.