At Pizza73, customer satisfaction is our top priority. We understand that sometimes issues may arise with your order. This Refund Policy outlines our guidelines for refunds, returns, and exchanges to ensure fair treatment for our customers while maintaining the quality standards of our business.
1. General Refund Policy
We strive to ensure that every pizza and product we deliver meets our high standards for quality and customer satisfaction. If you are not completely satisfied with your order, we want to make it right. Our goal is to resolve any issues promptly and fairly.
1.1 Satisfaction Guarantee
We stand behind the quality of our products. If you are not satisfied with your order for any reason, please contact us within the timeframes specified in this policy, and we will work to resolve the issue by offering a replacement, credit, or refund as appropriate.
1.2 Contact Timeframe
To be eligible for a refund, replacement, or credit, you must contact us:
- For issues with food quality, incorrect orders, or missing items: within 1 hour of delivery or pickup
- For delivery issues (late delivery, cold food): within 1 hour of the estimated delivery time
- For charges on your account that you believe are erroneous: within 30 days of the charge
2. Refund Conditions
2.1 Food Quality Issues
We may issue a refund, store credit, or replacement for orders that do not meet our quality standards. Eligible quality issues include:
- Food that is unsatisfactory in taste or appearance
- Foreign objects found in food
- Products that are significantly different from their description
- Undercooked or overcooked food
2.2 Order Accuracy Issues
We may issue a refund, store credit, or replacement for orders that are prepared incorrectly, including:
- Missing items from your order
- Incorrect toppings or ingredients
- Wrong items delivered
- Allergen concerns (when you have specified allergen requirements that were not met)
2.3 Delivery Issues
We may issue a refund, store credit, or replacement for the following delivery-related issues:
- Orders delivered more than 30 minutes beyond the estimated delivery time (unless due to circumstances beyond our control)
- Food delivered cold due to delivery delays
- Damaged food due to improper handling during delivery
- Delivery to the wrong address (when the correct address was provided)
2.4 Technical and Payment Issues
We may issue a refund for the following technical or payment-related issues:
- Double charges or incorrect amounts charged
- Orders placed but not received due to system errors
- Unauthorized charges
- Promotional codes or discounts not properly applied
3. Refund Process
3.1 How to Request a Refund
To request a refund, please use one of the following methods to contact our customer service team:
- Phone: Call +447494253890 during business hours
- Email: Send details of your issue to [email protected]
- Online Form: Submit a refund request through the "Contact Us" page on our website
- In-Person: Visit the location where you placed your order with your receipt
3.2 Information Required
When requesting a refund, please provide the following information to help us process your request efficiently:
- Order number or receipt
- Date and time of order
- Store location (for pickup orders) or delivery address
- Description of the issue
- Photos of the problem (if applicable and available)
- Your preferred resolution (refund, replacement, or store credit)
3.3 Verification Process
To ensure the legitimacy of refund requests, we may need to verify the details of your order and the issues reported. This may include:
- Confirming order details in our system
- Reviewing delivery tracking information
- Consulting with store staff or delivery personnel
- Examining photos provided (if applicable)
3.4 Refund Methods
Refunds will generally be processed using the original payment method:
- Credit/debit card refunds will be processed back to the original card
- Digital wallet payments (Apple Pay, Google Pay, etc.) will be refunded to the same digital wallet
- Cash payments will be refunded via store credit or in cash if returning to the store
- Gift card purchases will be refunded to the original gift card or as store credit
3.5 Refund Timeframe
Once a refund has been approved:
- Store credit will be issued immediately
- Credit/debit card refunds typically appear in your account within 3-5 business days, though some financial institutions may take longer to process
- Digital wallet refunds typically appear within 1-3 business days
- Cash refunds are available immediately when processed in-store
4. Alternative Resolutions
4.1 Replacements
In many cases, we may offer to remake and deliver a replacement for your order instead of providing a refund. Replacements are typically delivered on a priority basis. There is no additional charge for replacement orders.
4.2 Store Credit
We may offer store credit as an alternative to a direct refund. Store credit:
- Is valid for 90 days from the date of issue
- Can be used for any future purchase
- Cannot be exchanged for cash
- May sometimes include additional value as a courtesy for your inconvenience
4.3 Partial Refunds
In some cases, we may issue partial refunds when only a portion of an order is affected by quality or accuracy issues. The amount refunded will be based on the value of the affected items.
5. Exceptions and Limitations
5.1 Non-Refundable Situations
Refunds or replacements may not be available in the following situations:
- Requests made outside the specified timeframes
- Customer dissatisfaction with correctly prepared items based on personal preference
- Issues resulting from customer-provided incorrect information (such as wrong delivery address)
- Orders affected by circumstances beyond our control (severe weather, natural disasters, etc.)
- Complaints about food temperature when delivery time was extended due to the delivery location being significantly beyond our standard delivery area
5.2 Special Promotions and Discounts
Orders placed using special promotions, discounts, or coupons may be subject to specific refund limitations as specified in the terms of the promotion. In most cases:
- Free items obtained through promotions are not eligible for cash refunds
- Promotional discounts are not refunded in cash if only part of an order is refunded
- Buy-one-get-one offers require both items to be returned/refunded together
5.3 Excessive Refund Requests
To maintain the integrity of our refund policy, we monitor refund patterns. Accounts with an unusual history of refund requests may be flagged for review and may be subject to additional verification processes or limitations on future refunds.
6. Gift Cards and Promotional Credits
6.1 Gift Card Purchases
Gift card purchases are generally non-refundable after issuance. However:
- Physical gift cards that have not been used may be eligible for a refund within 14 days of purchase with the original receipt
- Digital gift cards are non-refundable once the code has been sent to the recipient
- Lost or stolen gift cards cannot be refunded but may be replaced if proof of purchase is provided
6.2 Promotional Credits and Loyalty Points
Promotional credits, loyalty points, and similar non-monetary credits:
- Cannot be converted to cash refunds
- Will be reinstated to your account if an order paid with these credits is refunded
- May have specific expiration dates that will still apply after reinstatement
7. Updates to the Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any updates. The "Last updated" date at the top of this page indicates when this policy was last revised.
8. Contact Information
If you have any questions or concerns about our Refund Policy, please contact our customer service team:
We are committed to resolving any issues in a fair and timely manner. Your satisfaction is important to us, and we appreciate your feedback as we continuously work to improve our products and services.
