Refund Policy

1. Introduction

At Pizza Depot Canada, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we provide refunds, the refund process, and important information about exceptions to our policy.

We encourage you to review this policy carefully. By placing an order with us, you agree to the terms outlined in this Refund Policy.

2. Conditions for Refunds

We understand that occasionally issues may arise with your order. We offer refunds or replacements under the following conditions:

2.1 Quality Issues

We will provide a refund or replacement if your order:

• Contains incorrect items (different from what you ordered)
• Is missing items that were charged for
• Has quality issues (e.g., undercooked, burnt, or contains foreign objects)
• Contains ingredients that cause allergic reactions despite being notified of allergies in advance

2.2 Delivery Issues

We will provide a refund or replacement if:

• Your order is delivered to the wrong address (when the correct address was provided)
• Your order is not delivered within a reasonable time frame (60 minutes or more beyond the estimated delivery time without notification)
• Your order arrives in a damaged condition due to improper handling during delivery

2.3 Service Issues

We will consider refunds or compensation in cases of:

• Significant and unreasonable delays in service for pickup orders
• Unprofessional conduct by our staff that negatively impacts your experience

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact us within 24 hours of receiving your order
2. Provide your order number, date and time of order, and details of the issue
3. Include photos of the issue when possible (especially for quality or damage claims)
4. Specify your preferred resolution (refund, replacement, or store credit)

You can submit your refund request through any of the following channels:

• Phone: +44 969 611 0854
• Email: [email protected]
• Contact form on our website
• In-person at the location where you placed your order (for pickup orders)

3.2 Refund Verification Process

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 24 hours
2. Review the details of your order and the reported issue
3. Contact you for additional information if needed
4. Make a determination regarding your refund request
5. Notify you of our decision and next steps

4. Refund Options

Depending on the circumstances and your preference, we may offer one of the following resolutions:

4.1 Full Refund

A complete refund of the purchase price, including taxes and delivery fees (if applicable), will be processed using your original payment method.

4.2 Partial Refund

A partial refund may be issued when only part of an order is affected by issues (e.g., one incorrect item in a multi-item order).

4.3 Replacement

We may offer to remake and deliver a replacement order at no additional cost.

4.4 Store Credit

We may issue store credit that can be applied to future orders. In some cases, we may offer additional credit value as a goodwill gesture.

5. Refund Timeframes

The time it takes for you to receive your refund depends on the payment method used:

5.1 Credit/Debit Card Refunds

Refunds to credit or debit cards are initiated within 1-3 business days after approval. The funds may take an additional 3-10 business days to appear in your account, depending on your financial institution's processing times.

5.2 Online Payment Services

Refunds to PayPal, Apple Pay, or other online payment services typically process within 1-5 business days after approval.

5.3 Cash Payments

For orders paid with cash, refunds will be issued in the form of store credit or can be collected in cash from the location where the order was placed.

5.4 Store Credit

Store credit is usually issued immediately upon approval and will be linked to your Pizza Depot account or provided as a redemption code.

6. Exceptions and Limitations

6.1 Non-Refundable Situations

Refunds may not be available in the following situations:

• Requests made more than 24 hours after receiving the order
• Customer dissatisfaction with correctly prepared items (e.g., not liking the flavor of a correctly prepared menu item)
• Issues caused by the customer (e.g., providing an incorrect delivery address)
• Orders that have been fully or substantially consumed
• Customized orders that were prepared according to the customer's specifications
• Promotional or complimentary items provided at no charge

6.2 Special Circumstances

We understand that exceptional circumstances may arise. We reserve the right to evaluate refund requests on a case-by-case basis and may make exceptions to this policy at our discretion.

6.3 Repeated Refund Requests

While we value your satisfaction, we monitor for patterns of excessive refund requests. We reserve the right to limit refunds to customers who appear to be abusing our refund policy.

7. Promotions and Special Offers

7.1 Promotional Items

Items received as part of a promotion (such as "buy one, get one free" offers) may be subject to different refund terms. In most cases, only the paid portion of such promotions will be eligible for refunds.

7.2 Discount Codes and Coupons

If a discount code or coupon was applied to your order and a refund is processed, the refund amount will reflect the actual amount paid after the discount was applied. Refunded discount codes or coupons may be reissued for future use, depending on the specific promotion terms.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

The "Last Updated" date at the top of this page indicates when this policy was last revised.

9. Contact Information

If you have any questions or concerns about our Refund Policy, please contact our Customer Service team at:

10. Customer Satisfaction Commitment

At Pizza Depot, we take pride in the quality of our food and service. If you're not completely satisfied with your experience, we want to hear from you even if your situation doesn't fit within our standard refund criteria. Your feedback helps us improve our offerings and maintain the high standards our customers expect.

Thank you for choosing Pizza Depot Canada. We appreciate your business and look forward to serving you again.