Refund Policy

At Pizzaiolo, we take great pride in providing high-quality authentic Italian pizza and excellent customer service. We understand that sometimes issues may arise with your order, and we are committed to addressing them promptly and fairly. This Refund Policy outlines the conditions under which we issue refunds and the procedures for requesting them.

We strive to ensure that every pizza we deliver meets our high standards for quality, freshness, and taste. If your order does not meet these standards or if there are other issues, we want to make it right.

You may be eligible for a full or partial refund under the following circumstances:

Quality Issues

• Incorrect Order: If you received items different from what you ordered
• Missing Items: If items are missing from your order
• Food Quality: If the food quality does not meet our standards (e.g., undercooked, burnt, spoiled)
• Foreign Objects: If you find any foreign objects in your food

Delivery Issues

• Significant Delay: If your delivery is significantly delayed (more than 30 minutes beyond the estimated delivery time) without prior notification
• Cold Food: If your food arrives cold due to delivery delays
• Damaged During Delivery: If your order is damaged during the delivery process

Technical Issues

• Double Charging: If you were charged twice for the same order
• System Errors: If our online ordering system processed your order incorrectly

We assess each refund request on a case-by-case basis and may require evidence or additional information to process your refund.

To be eligible for a refund, you must submit your request within the following timeframes:

• For Delivery or Pickup Orders: Within 24 hours of receiving your order
• For Catering Orders: Within 2 hours of receiving your order
• For Billing Issues: Within 7 days of the transaction date

Refund requests submitted outside these timeframes may still be considered at our discretion, but we cannot guarantee approval.

If you need to request a refund, please follow these steps:

1. Contact Customer Service: Call our customer service line at +444159056058 or email [email protected]
2. Provide Order Details: Include your order number, date of purchase, and specific items for which you are requesting a refund
3. Explain the Issue: Clearly describe the problem with your order
4. Provide Evidence (if applicable): Photos of the issue can help us process your request more quickly
5. Specify Your Preferred Resolution: Let us know if you prefer a refund, store credit, or replacement

You can also use our online refund request form available on our website under the "Contact Us" section.

Review Process

Upon receiving your refund request, our customer service team will:

1. Verify your order details
2. Review the information provided about the issue
3. Potentially contact you for additional information if needed
4. Make a determination regarding your refund request

Processing Time

We aim to process all refund requests within the following timeframes:

• Initial Response: Within 24 hours of receiving your request
• Decision: Within 3 business days after all necessary information has been provided
• Refund Processing: If approved, refunds will be processed within 5 business days

Refund Methods

Refunds will be issued using the same method of payment used for the original purchase:

• Credit/Debit Card Payments: Refunded to the same card (may take 3-10 business days to appear on your statement, depending on your financial institution)
• Online Payment Services (PayPal, etc.): Refunded to the same account
• Gift Card or Store Credit: Refunded as store credit
• Cash Payments: For in-store cash payments, you must visit the store with your receipt to receive a cash refund

The following items and situations are generally not eligible for refunds:

• Personal Preference: Disliking the taste of an item when prepared according to our standard recipe
• Self-Pickup Delays: Food quality issues resulting from excessive delay in picking up your order
• Customized Items: Special orders that were prepared according to your specific instructions
• Third-Party Delivery Issues: Problems caused by third-party delivery services not directly contracted by Pizzaiolo
• Promotional Items: Complimentary items or those received as part of a promotional offer
• Unauthorized Reselling: Products purchased for resale purposes

However, we review each case individually and may make exceptions based on specific circumstances.

In some cases, we may offer alternatives to a monetary refund, such as:

• Store Credit: Credit for future purchases at Pizzaiolo
• Replacement: A replacement for the items in question
• Partial Refund: A refund for specific items rather than the entire order
• Discount: A discount on a future order

We aim to find the solution that best addresses your specific situation and ensures your satisfaction with our service.

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us at:

Our customer service team is available to assist you:

Monday - Sunday: 10:00 AM - 10:00 PM (Eastern Time)

Last Updated: October 15, 2023