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Effective Date: 20th Jan, 2025
At ONOSBAY, we are committed to delivering premium-quality food and exceptional service with every order. Due to the perishable nature of our products, we follow a carefully crafted return and refund policy that prioritizes food safety, customer satisfaction, and operational integrity.
As a food and beverage business, all food purchases are considered final once prepared or delivered. We do not accept returns or exchanges for meals that have already been made, served, or dispatched, whether for dine-in, pickup, or delivery.
If there is an issue with your order such as:
Missing items
Wrong items delivered
Significant delays beyond estimated delivery window
Unsatisfactory quality not consistent with our standards
Please contact us within 1 hour of receiving your order by calling us via Whatsapp or emailing [email protected]. Include your order number, a description of the issue, and photos if applicable.
We may offer a refund, store credit, or replacement at our discretion, in the following situations:
You received the wrong order or missing items
The food arrived in unacceptable condition
Your order was not delivered within a reasonable timeframe (excluding third-party delays or incorrect addresses)
Refunds will not be issued for:
Customer errors (e.g. incorrect orders placed)
Mild dissatisfaction with taste (taste is subjective)
Food that has been consumed beyond a reasonable portion
Cancellations for bulk orders or catering must be made at least 48 hours in advance. Refunds or deposits for event catering are subject to the terms outlined in your catering agreement.
If a refund is approved, it will be processed to your original payment method. Timing may vary depending on your financial institution. In some cases, we may issue a store credit or offer a complimentary meal for future use.
For any refund-related inquiries or concerns, please reach out to our customer service team:
Email: [email protected]
