Welcome to Prime Burger online ordering system. As we pride ourselves and great food quality and customer service your orders are extremely important to us. Please see below how we manage this if something is wrong.

Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us at [email protected].

Cancellations
Once your order has been placed, we set about preparing and cooking this straight away. Should you wish to cancel your order and you have used our food order app, please call within IMMEDIATELY of placing the original order to receive a full refund. Please call us on 0207 833 5889 when requesting a cancellation.

If you have placed the order in store, then we are unable to cancel your order unless you advise us at the point of sale.

Food Order Errors
If you receive food that is different from your receipt, we sincerely apologise. Please notify our staff in the restaurant immediately and we will look to rectify this straight away.
Unfortunately, we cannot accept returns if a drink has been opened or floor part consumed.

Food Order Incomplete
On the rare occasion that you do not receive food that your ordered, we will rectify this for you. Please notify our staff as soon as you notice that any food items were not received in your order. You may cancel the missed food item, or we will prepare it for you while you wait. Should you choose to cancel the item we will refund the amount without question to the original payment method used for your purchase.

Please note we do provide courtesy items such as napkins and condiments, when requested for free. If we mistakenly omit a free courtesy item, please let our staff know and we can rectify this for you, however, we cannot provide discounts, refunds, or 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 the food we serve. Refunds and/or replacement food are available upon request for orders in which the food is wrong, omitted or the food served did not meet our high standards. Refunds are not typically provided for food that a guest simply does not like.

Refunds
We will always refund to the same tender as that used for the original purchase.
If the order is changed then, for credit and debit card payments, you will be refunded the sales price amount associated with the error and recharged for the new items price.

 

It is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses the Return & Refund Policy, we, unfortunately, will not be able to conduct future business with the customer.