Returns And Refund Policy

At Sendy, we prepare fresh food orders for delivery and pick-up in Plovdiv, Bulgaria. Since our products are freshly prepared and perishable, returns are handled differently from normal retail products, because apparently pizza cannot be returned to inventory like a phone charger.

1. Food Returns

For hygiene and food safety reasons, Sendy does not accept returns of food items once they have been prepared, delivered, collected, opened, or handled by the customer.

This includes:

  • Hot meals
  • Burgers and sandwiches
  • Pizza
  • Chicken meals
  • Shawarma and doner meals
  • Salads
  • Sauces
  • Drinks served with food orders
  • Any other perishable food item

2. Refund Eligibility

A refund, replacement, or store credit may be considered only if there is a confirmed issue with the order, such as:

  • Wrong item delivered
  • Missing item
  • Order was not delivered
  • Food arrived damaged or spilled due to delivery handling
  • Serious quality issue with the food
  • Duplicate payment or incorrect charge

Each case will be reviewed individually.

3. Non-Refundable Cases

Refunds may not be provided if:

  • The customer entered the wrong delivery address
  • The customer did not answer the phone or was unavailable for delivery
  • The customer changed their mind after the order was prepared
  • The customer ordered the wrong item by mistake
  • The customer did not like the taste of an item that was prepared correctly
  • The food texture changed naturally during delivery
  • The issue was reported too late for proper review

Food getting slightly softer during delivery is not a scandal, sadly. It is moisture, heat, and physics teaming up again.

4. Reporting an Issue

If there is a problem with your order, please contact Sendy as soon as possible after receiving it.

To help us review the issue, please provide:

  • Order number
  • Name used for the order
  • Phone number
  • Clear description of the issue
  • Photos of the food, packaging, receipt, or missing/wrong items, when possible

Issues should ideally be reported within 30 minutes of delivery or pick-up.

5. Review Process

After receiving your complaint, Sendy will review the order details and any provided evidence. If the issue is confirmed, we may offer one of the following:

  • Replacement item
  • Partial refund
  • Full refund
  • Store credit
  • Discount on a future order

The solution depends on the type and severity of the issue.

6. Order Cancellations

Orders can only be cancelled before preparation begins. Once the restaurant has started preparing the order, cancellation may no longer be possible.

If an order is cancelled before preparation starts, a refund may be issued if payment was already made.

7. Late or Failed Delivery

If delivery is significantly delayed due to restaurant or delivery issues, Sendy may review the case and offer a suitable solution.

Refunds may not be available if the delay was caused by:

  • Incorrect address
  • Customer not answering the phone
  • Building access problems
  • Bad weather
  • Traffic
  • Circumstances outside Sendy’s control

8. Online Payments

If a refund is approved for an online payment, the refund will be processed using the original payment method where possible.

Refund processing times may vary depending on the payment provider or bank. Sendy does not control bank processing delays.

9. Cash Payments

For cash orders, refunds or compensation may be handled directly by Sendy through replacement, store credit, discount, or another agreed solution.

10. Contact Us

For returns, refunds, or order issues, please contact us:

Sendy Restaurant
Plovdiv, Bulgaria
Phone: 0896 896 868
Email: contact@sendy-bg.com
Website: Sendy Contact Page
Effective Date: 01/05/2026