Refund policy
Return & Refund Policy
At Syren Bar & Bistro, we are committed to providing high-quality catering services and ensuring customer satisfaction. If you experience any issues with your order, please review our policy below.
1. Damages and Issues
Please inspect your order upon delivery or collection and notify us immediately if:
- Items are missing from your order.
- Food packaging is damaged or tampered with.
- The order received is incorrect.
- Food quality does not meet reasonable expectations.
Any issues must be reported within 2 hours of delivery or collection. To assist us in resolving the matter promptly, we may request:
- Photographs of the affected items.
- Details of the issue.
- Proof of purchase or order confirmation.
Once reviewed, we will determine the appropriate resolution, which may include replacement items, store credit, or a partial/full refund.
2. Returns
Due to food safety and hygiene regulations, we are unable to accept returns of food items once they have been delivered, collected, or consumed.
However, if your order is incorrect, damaged, or does not match your confirmed booking, please contact us immediately so we can assess the situation and provide an appropriate solution.
3. Exceptions / Non-Returnable Items
The following items are not eligible for return or refund unless they are faulty, damaged, or supplied incorrectly:
- Prepared food and catering platters.
- Perishable food products.
- Customised or special-order menu items.
- Food items that have been partially or fully consumed.
- Orders that have not been stored or handled according to food safety recommendations after delivery.
We reserve the right to decline refund requests where there is evidence of misuse, mishandling, or delays in reporting issues.
4. Exchanges
Where practical and appropriate, Syren Bar & Bistro may offer a replacement or exchange for:
- Incorrectly supplied items.
- Damaged items received upon delivery.
- Items affected by preparation errors.
Exchanges are subject to product availability and must be approved by management.
5. Refunds
Approved refunds will be processed using the original payment method.
Refunds may be granted in the following circumstances:
- An order is cancelled by Syren Bar & Bistro.
- The incorrect order was supplied and cannot be reasonably replaced.
- Food is deemed unsuitable due to an error in preparation, handling, or delivery.
- Significant portions of a confirmed order were not delivered.
Refunds may be issued as:
- A full refund.
- A partial refund.
- Store credit for future catering orders.
Once approved, refunds are typically processed within 5–10 business days, depending on your financial institution.
6. Catering Order Cancellations
- Cancellations made 7 days or more before the event date will receive a full refund of any payments made, less any non-refundable booking or administration fees.
- Cancellations made 3–6 days before the event date may be eligible for a 50% refund.
- Cancellations made within 72 hours of the event date are generally non-refundable due to food preparation and staffing commitments.
Contact Us
For any questions regarding returns, refunds, or catering order concerns, please contact:
Syren Bar & Bistro
📞 Phone: [Insert Phone Number]
📧 Email: [Insert Email Address]
📍 Location: Suva, Fiji
We value your business and will work with you to resolve any concerns fairly and promptly.