Refund Policy

General Policy

At Hacienda Real, we strive to ensure every meal meets your expectations. If you are not satisfied with your order, please contact us within 24 hours of pickup.

Elgibility for refunds

Refunds may be considered under the following conditions:

Incorrect items received
Missing items in the order
Significant quality issues (e.g., undercooked, overcooked, or spoiled food)

Reporting an Issue

To report an issue, please call us directly at 608-754-8835
Have your order number and details of the issue ready when you call.

Resolution Process & Exceptions

Once we receive your call, we will:

Verify your order details
Review the issue with our kitchen team
Work with you to resolve the matter promptly

Refunds are not provided for:

Minor issues related to personal taste preferences
Orders with customizations outside our standard menu
Delays caused by third-party delivery services

Refund Options

Depending on the situation, we may offer:

A full or partial refund to your original payment method
Replacement of incorrect or unsatisfactory items
Store credit for future purchases

Payment Processing

Approved refunds are issued to your original payment method within 3–5 business days. Processing times may vary depending on your bank or payment provider.

If you have any issues with our refund policy, please call us at: 608-754-8835

(608) 754-8835