Refund Policy

At Pizza Depot, we strive to provide high-quality food and excellent service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the circumstances under which we offer refunds, credits, or replacements for orders placed through our website pizzadepot.ca or by phone.

1. Eligibility for Refunds

We may provide a full or partial refund, credit, or replacement in the following situations:

• Order Quality Issues: If your order arrives with items that are of unacceptable quality (e.g., undercooked, overcooked, or spoiled).
• Incorrect Order: If we delivered items different from what you ordered (wrong toppings, wrong pizza size, missing items, etc.).
• Late Delivery: If your delivery order is excessively late (more than 60 minutes beyond the estimated delivery time) without prior communication about the delay.
• Canceled Orders: If we are unable to fulfill your order and must cancel it after payment has been processed.

2. How to Request a Refund

To request a refund, please follow these steps:

1. Timeframe: Contact us within 24 hours of receiving your order.
2. Contact Methods:
   • Call us at +441758197549
   • Email us at [email protected]
   • Use the contact form on our website
3. Information Required: Please provide:
   • Your name and contact information
   • Order number or confirmation code
   • Date and time of order
   • Description of the issue
   • Photos of the problem (if applicable and possible)

3. Refund Process

Once we receive your refund request, we will:

1. Review your request and order details within 1-2 business days.
2. Contact you for any additional information if needed.
3. Determine the appropriate resolution (refund, credit, or replacement).
4. Process approved refunds to the original payment method used for the order.

Refunds typically appear on your account within 3-10 business days, depending on your financial institution's processing times.

4. Refund Options

Depending on the situation, we may offer one of the following solutions:

• Full Refund: A complete refund of your order amount, including delivery fees and taxes.
• Partial Refund: A refund for specific items that were problematic, incorrect, or missing.
• Store Credit: Credit added to your Pizza Depot account for future orders.
• Replacement: Delivery of a replacement order at no additional cost.

5. Non-Refundable Situations

Refunds or replacements may not be available in the following situations:

• Requests made more than 24 hours after receiving the order.
• Personal taste preferences (e.g., you did not enjoy the flavor combination you ordered).
• Self-inflicted damage to the order after delivery.
• Incorrect delivery address provided by the customer.
• Customer unavailable to receive delivery after multiple attempts.
• Special events or extreme weather conditions that have been communicated to affect delivery times.

6. Promotional Codes and Discounts

In the case of orders placed using promotional codes or discounts:

• Refunds will be based on the actual amount paid after applying any discounts.
• One-time promotional codes that have been applied to a refunded order may not be reissued or reused.

7. Pre-ordered Items

For pre-ordered items or advance orders:

• Cancellations requested at least 24 hours before the scheduled delivery/pickup time will receive a full refund.
• Cancellations with less than 24 hours' notice may receive a partial refund or store credit at our discretion.

8. Gift Cards

Pizza Depot gift cards are non-refundable and cannot be exchanged for cash, except where required by law. Lost or stolen gift cards will not be replaced.

9. Special Circumstances

We understand that unique situations may arise. For issues not specifically covered in this policy, we will review each case individually and strive to find a fair resolution.

10. Modification 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. Your continued use of our services after any changes to the Refund Policy constitutes your acceptance of such changes.

11. Contact Us

Thank you for choosing Pizza Depot. We value your business and are committed to ensuring your satisfaction with our products and services.