Refund policy

Refund Policy – La Barbacoa

At La Barbacoa, we take pride in preparing every meal fresh and with care. Our goal is to ensure that every customer is satisfied with their experience. Below is our refund and issue resolution policy.

1. Order Accuracy & Refunds: Because our food is made fresh and for immediate consumption, we typically do not accept returns or exchanges. However, if we make a mistake with your order, such as missing items or incorrect preparation, we’re happy to offer a:

  • Replacement item

  • Refund

  • Store credit

Please contact us within 15 minutes of receiving your order, and include your order number and a brief description (photos help us resolve issues faster).

2. Incorrect or Missing Items: If something is missing or incorrect in your order, please contact us within 15 minutes of receiving it. We’ll do our best to resolve the issue promptly, which may include:

  • A replacement item

  • Store credit

  • A refund

If your order was delivered through a third-party delivery service (like Uber Eats, DoorDash, etc.) and we believe the order was complete when it left our kitchen, we will still reach out to the delivery provider to help resolve the issue. However, final responsibility for delivery accuracy may lie with the third-party service.

3. Concerns About Quality: We want every meal from La Barbacoa to be fresh, hot, and enjoyable. If something about your order doesn’t meet expectations, please reach out to us as soon as possible after receiving it. We’ll gladly review the situation and may offer a replacement, store credit, or refund depending on the circumstances.

To help ensure the best possible experience:

  • We recommend choosing pickup when possible. Delivery times—especially through third-party apps—can vary and may take 20–30 minutes, which can affect the freshness and temperature of your meal.

  • If you're picking up, we suggest arriving 5 minutes early to make sure your food is enjoyed at its best.

  • If an order is not picked up within 15–20 minutes of being marked ready and there are concerns about freshness, please understand that we may not be able to offer a remake or exchange, as the wait time can impact quality.

4. Cancellations: Orders may be canceled within 5 minutes of being placed by calling us directly. After this time, we may have already begun preparing your order.

If preparation has already started, the order cannot be canceled, and no refund will be issued. We appreciate your understanding, as all of our food is made fresh to order.

5. Third-Party Deliveries: If your order is delivered through a third-party service (such as DoorDash, Uber Eats, Grubhub, etc.), please note the following:

  • Delivery times may vary, and in some cases take 20–30 minutes or longer, depending on distance and driver availability. This can affect the temperature and freshness of the food. For the best experience, we recommend choosing pickup whenever possible.

  • We are not responsible for cold food or delayed deliveries caused by third-party services.

  • If your food is lost, stolen, or never arrives, and the delivery was handled by a third-party driver, please contact the delivery platform directly to report and resolve the issue.

  • If your delivery was handled by one of our in-house drivers, please contact us directly and we will take the necessary steps to make it right.

6. Catering & Custom Orders: All catering orders require a deposit to secure your event. If you need to cancel, please contact us at least 48 hours in advance.

  • Cancellations made less than 48 hours before the scheduled event will not be eligible for a refund of the deposit.

  • All large orders (including bulk or custom menu requests) must be paid in full before preparation begins.

We take great care in planning and preparing for these orders, so we appreciate your understanding and communication in advance.

7. Food Allergies & Dietary Restrictions: Guests with food allergies or sensitivities should use their discretion when ordering. Refunds will not be issued for allergic reactions unless the issue was caused by a mistake in preparation on our part.

8. Payment Disputes / Chargebacks: We are happy to work with you to resolve any issue. Unjustified chargebacks may result in a ban from future orders.

Contact Us: 

(562) 202-0439