If something is not right with your order, please contact us. We will review what happened and work with you on an appropriate solution.
Need to change or cancel?
Please call +1-619-695-3009 as soon as possible and quote your order reference. Calling gives us the best chance to reach the kitchen before preparation starts.
If preparation has not started, we can normally accommodate cancellation and issue a refund. Once preparation has started, we may be unable to cancel or change freshly prepared food. Our team will explain the available options when you contact us. Do not assume an order is cancelled until staff confirm it.
If we cannot fulfill your order
If an item is unavailable or the restaurant cannot fulfill a paid order, we will contact you. We will arrange a refund for the unavailable item or the full order as appropriate, or offer a replacement if you agree. You are not required to accept a substitute.
Missing, incorrect, damaged, or unsafe food
Please check your order at collection when practical. If an item is missing, incorrect, damaged, or you have a food safety concern, contact us promptly with your order reference and a description of the problem. Photographs may help us review the issue, but contact us even if you do not have them.
Depending on the circumstances and applicable law, a suitable remedy may be a replacement, a refund for affected items, or a full refund. Do not eat food you believe is unsafe. Reporting an issue promptly helps us investigate, but this does not shorten any rights you have under applicable law.
Returns and change of mind
Freshly prepared food is perishable and cannot be restocked or resold. We do not accept change-of-mind returns after food has been prepared or collected. Please contact us before bringing food back so our team can advise you.
This restriction does not apply to remedies you may be entitled to for faulty, unsafe, incorrectly supplied, or otherwise non-compliant food.
Missed or late pickup
Let us know as early as possible if you cannot collect on time. Orders are prepared specifically for you, so missed or substantially delayed pickup may not qualify for a refund where we have prepared the order correctly and made it available as agreed. We will review exceptional circumstances individually, subject to your legal rights.
How refunds are processed
Approved refunds are returned through Stripe to the original payment method. We do not send a refund to a different card, bank account, or third party. A partial refund may be appropriate when only part of an order is affected.
We will notify you when we submit a refund. After it is submitted, funds typically appear within approximately 5–10 business days, depending on your bank and payment method. Bank processing times are outside our control. If your refund has not appeared after that period, contact us with your order reference so we can check its status.
Duplicate payments or payment concerns
If you believe you have been charged twice, or you did not receive a confirmation after payment, contact us before placing the same order again. A pending bank authorization may not be a completed charge. We will check our payment records and help resolve confirmed duplicate or incorrect charges.
Nothing in this policy limits consumer rights or remedies that cannot lawfully be excluded. For any request, use the contact details below and include your order reference, the email used at checkout, and the issue you would like us to review. Please do not send full card numbers or security codes.
How to contact us
GIHON Ethiopian Kitchen
7122 Miramar Rd, San Diego, CA 92121
Phone: +1-619-695-3009
Email: gihonethiopiankitchen@gmail.com