1. Refund Policy Overview
At Pizza73, customer satisfaction is our top priority. We understand that sometimes things don't go as planned, and we're committed to addressing any issues with your order in a fair and timely manner. This refund policy outlines the conditions under which we provide refunds and the process for requesting them.
Our policy aims to be straightforward and reasonable. We want to ensure that if you have a legitimate issue with your order, you can count on us to make it right. At the same time, we need to maintain reasonable policies that protect our business operations.
2. Conditions for Refunds
We will issue refunds or provide store credit under the following circumstances:
2.1 Order Quality Issues
- Incorrect Items: If you receive items that are different from what you ordered.
- Missing Items: If any items are missing from your order.
- Quality Issues: If the food quality is significantly below our standards (e.g., undercooked, burnt, or containing foreign objects).
- Temperature Issues: If your hot food arrives cold or your cold items arrive warm due to delivery issues on our end.
2.2 Delivery Issues
- Excessive Delay: If your delivery is significantly delayed beyond our quoted delivery time (typically more than 30 minutes over the estimated time) without prior communication from us.
- Damaged During Delivery: If your order is damaged during the delivery process.
- Never Arrived: If your order was never delivered despite being marked as delivered in our system.
2.3 Website/App Technical Issues
- Double Charging: If you were charged multiple times for the same order due to a technical glitch.
- Order Processing Errors: If a technical issue on our website or app resulted in an order error that affected your experience.
2.4 Allergies and Food Safety
- Allergen Concerns: If you specified an allergy in your order notes and received food containing that allergen.
- Food Safety Issues: If you experience food safety concerns with any of our products.
3. Refund Processing Timeframes
3.1 Initial Response Time
We aim to respond to all refund requests within 24 hours of receiving them. During peak periods or holidays, response times may be slightly longer, but we prioritize all refund-related communications.
3.2 Processing Times by Payment Method
- Credit/Debit Cards: Once approved, refunds to credit or debit cards typically appear in your account within 3-5 business days, depending on your card issuer's policies.
- PayPal/Digital Wallets: Refunds to PayPal or other digital wallet accounts are typically processed within 1-2 business days.
- Store Credit: Store credit is applied to your account immediately upon approval.
- Cash Orders: For orders paid in cash at delivery, we typically offer store credit or arrange for a cash refund to be delivered with your next order.
3.3 Partial vs. Full Refunds
Depending on the nature of the issue, we may issue:
- Full Refund: For serious issues affecting the entire order or for orders that were never delivered.
- Partial Refund: For issues affecting only part of your order (e.g., one incorrect item in a multi-item order).
- Alternative Compensation: In some cases, we may offer store credit, free items on your next order, or other forms of compensation instead of a monetary refund.
4. How to Request a Refund
4.1 Refund Request Process
To request a refund, please follow these steps:
- Immediate Notification: If possible, report issues immediately upon receiving your order by calling our customer service line at +44 924 614 4286.
- Online Submission: Submit a refund request through our website by visiting the "Order History" section of your account and selecting the order in question.
- Email Request: Send an email to [email protected] with the following information:
- Your order number
- Date and time of order
- Description of the issue
- Photos of the issue (if applicable)
- Your contact information
4.2 Required Information
To process your refund request efficiently, please provide:
- Order details (order number, date, and time)
- Specific items with issues
- Detailed description of the problem
- Photos if applicable (especially for quality issues)
- Your preferred method of resolution (refund, store credit, replacement)
4.3 Time Limit for Refund Requests
Refund requests should be submitted within 24 hours of receiving your order. Requests made after this timeframe may be evaluated on a case-by-case basis.
5. Exceptions to Refund Policy
5.1 Non-Refundable Situations
We generally do not provide refunds in the following situations:
- Customer Preference: If you simply did not like the taste of an item that was prepared correctly.
- Self-Created Issues: If problems arise from incorrect information provided by the customer (e.g., wrong delivery address).
- Extended Delays: If you request a refund for an order placed more than 24 hours ago without prior communication.
- Third-Party Delivery Issues: For orders placed through third-party delivery platforms (please contact them directly for refund requests).
- Acts of Nature: Delivery delays caused by severe weather conditions, natural disasters, or other events beyond our control.
5.2 Special Promotions and Discounts
Orders placed using promotional codes, discounts, or special offers may be subject to different refund terms, which will be specified in the terms of the promotion.
5.3 Gift Cards and Store Credit
Gift cards and store credit are non-refundable to cash but may be transferred or replaced if defective.
6. Contact Information
If you have any questions about our refund policy or need assistance with a refund request, please contact us through one of the following channels:
We strive to resolve all refund requests in a fair and timely manner. Your satisfaction is important to us, and we appreciate your feedback as it helps us improve our products and services.
6.1 Dispute Resolution
If you are not satisfied with our resolution of your refund request, please contact our Customer Relations Manager at [email protected] for further assistance.
6.2 Policy Updates
This refund policy may be updated from time to time. The latest version will always be posted on our website with the effective date clearly displayed.
