REFUND & CANCELLATION POLICY

At Bigi Awasaana, we take pride in serving authentic, 100% hand-slaughtered Zabiha Halal Afghan food grilled fresh over real lump charcoal. Your satisfaction and trust are essential to our family business. This Refund & Cancellation Policy details how refunds, cancellations, and order adjustments are handled.

1. Restaurant Orders & Pickup Orders

Because all hot meals, kabobs, burgers, and sides are prepared fresh to order, cancellations or changes cannot be accommodated once our kitchen has begun firing your food.

• Missing or Incorrect Items: If any item in your order is missing, prepared incorrectly, or does not match your receipt, please notify us immediately at our trailer window or call (323) 921-1646 within 2 hours of pickup. We will remake your item right away or issue a direct refund to your original payment method.
• Quality Concerns: If you believe an item does not meet our quality standards, please keep the item and contact us immediately so we can inspect and resolve the issue.
• Uncollected Orders: Orders that are prepared on schedule but not collected by the customer within our operational hours are non-refundable, as perishable food cannot be safely held or restocked.

2. Catering & Event Orders

Catering reservations require advance meat procurement, specialized butchering, and reserved kitchen production time on our charcoal grill schedule.

• Cancellations 7 or More Days Prior: 100% full refund of any deposit or advance payment made.
• Cancellations 3 to 6 Days Prior: Deposits are non-refundable in cash, but 100% of the deposit amount can be applied as a catering credit toward a rescheduled date within 90 days.
• Cancellations Under 48 Hours: Due to immediate food procurement, hand-slaughtered meat prep, and reserved staffing, deposits and advance payments are strictly non-refundable.
• Guest Count & Menu Adjustments: Final guest counts and menu modifications must be submitted at least 48 hours prior to the scheduled event time.

3. Official Retail Merchandise (Shop)

For non-perishable goods ordered through our online shop (e.g. hats, t-shirts, apparel):

• Items may be returned or exchanged within 30 days of delivery provided they are unworn, unwashed, and in original condition with tags attached.
• Damaged or defective merchandise will be replaced free of charge or refunded in full, including shipping charges.

4. Refund Processing Time

Approved refunds are processed through Square back to the original credit, debit, Apple Pay, or Google Pay account used at checkout. Refunds typically reflect on your bank or credit card statement within 3 to 5 business days, depending on your financial institution.

5. Contact Our Customer Support

If you experience any issues or need to inquire about a refund, please contact us immediately:

• Direct Phone: (323) 921-1646
• Email: bigiawasaana@gmail.com
• Physical Location: 18411 Victory Blvd, Reseda, CA 91335 (Corner of Victory & Reseda Blvd)