Refund Policy

Last Updated: June 1, 2024

1. Introduction

At Salvatore Pizza, we take pride in providing high-quality, authentic Italian pizzas and excellent customer service. We understand that sometimes issues may arise with your order. This Refund Policy outlines the conditions under which we offer refunds, credits, or replacements for orders placed through our website or by phone.

By placing an order with Salvatore Pizza, you agree to the terms of this Refund Policy.

2. Quality Guarantee

We stand behind the quality of our products. If you're not 100% satisfied with your pizza due to quality issues, please let us know within 30 minutes of receiving your order, and we will make it right.

Our quality guarantee covers the following issues:

  • Incorrect items delivered (different from what you ordered)
  • Missing items from your order
  • Significantly damaged products
  • Undercooked or overcooked food
  • Foreign objects found in food

3. Refund Process

3.1 How to Request a Refund

If you experience any issues with your order, please contact us as soon as possible through one of the following methods:

Please provide the following information when making a refund request:

  • Order number or reference
  • Date and time of order
  • Description of the issue
  • Photos of the issue (if applicable and possible)
  • Your preferred resolution (refund, replacement, or store credit)

3.2 Timeframe for Refund Requests

To be eligible for a refund, replacement, or credit, you must contact us:

  • For quality issues: Within 30 minutes of receiving your order
  • For missing items: Within 30 minutes of receiving your order
  • For incorrect items: Within 30 minutes of receiving your order
  • For delivery issues: Within 30 minutes of the estimated delivery time

Refund requests made after these timeframes will be evaluated on a case-by-case basis and may not be eligible for a full refund.

3.3 Refund Methods

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

  • Full Refund: The full amount will be refunded to your original payment method
  • Partial Refund: A portion of the order amount will be refunded to your original payment method
  • Replacement: We will send a replacement item at no additional cost
  • Store Credit: Credit for use on future orders

The appropriate resolution will be determined based on the nature and severity of the issue.

3.4 Refund Processing Time

Once approved, refunds will be processed as follows:

  • Credit/Debit Card payments: 3-5 business days for the refund to appear on your statement
  • Digital payments (PayPal, etc.): 2-3 business days
  • Store credits: Applied immediately to your account

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account depends on your financial institution or payment provider.

4. Specific Refund Scenarios

4.1 Delivery Issues

Late Deliveries: If your order is delivered significantly later than the estimated delivery time (more than 30 minutes), you may be eligible for a partial refund or store credit. Delivery times are estimates and may be affected by factors beyond our control, such as traffic or extreme weather conditions.

Failed Deliveries: If our delivery driver is unable to deliver your order due to:

  • Incorrect address provided by the customer: No refund will be issued
  • Customer not available to receive the order (after reasonable attempts to contact): No refund will be issued
  • Delivery driver unable to locate the address (our error): Full refund or redelivery

4.2 Order Cancellations

Customer-Initiated Cancellations:

  • Before order preparation begins: Full refund
  • After order preparation has begun but before delivery: Partial refund may be issued at our discretion
  • After order has been dispatched for delivery: No refund

Salvatore Pizza-Initiated Cancellations:

  • If we need to cancel your order due to product unavailability, technical issues, or other circumstances within our control: Full refund
  • If we need to cancel your order due to circumstances beyond our control (e.g., extreme weather conditions): Full refund or rescheduled delivery at customer's preference

4.3 Menu Item Availability

If an item you ordered is unavailable, we will make reasonable efforts to contact you to offer alternatives. If we cannot reach you or if no suitable alternative is available, we will:

  • Remove the unavailable item from your order and refund the cost of that item
  • Process the rest of your order as normal

5. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

  • Personal taste preferences (e.g., you didn't enjoy the flavor of a pizza you ordered)
  • Ordering errors made by the customer (e.g., selecting the wrong pizza size or toppings)
  • Issues reported outside of the specified timeframes
  • Promotional items, discounts, or free items
  • Delivery fees, unless the delivery issue was caused by Salvatore Pizza

However, we evaluate each situation individually and may make exceptions at our discretion.

6. Promotional Offers and Discounts

Refunds for orders placed using promotional offers, discount codes, or gift cards will be handled as follows:

  • If a partial refund is issued, the discount will be applied proportionally to the refunded amount
  • If a full refund is issued for an order that used a one-time promotional code, the code may or may not be restored for future use, at our discretion
  • Refunds for orders paid with gift cards will be issued as store credit

7. Customer Satisfaction Commitment

At Salvatore Pizza, our ultimate goal is your satisfaction. If you're not happy with how a refund request was handled, please contact our Customer Service Manager at manager@salvatorepizza.ca or call +1 364-626-8108 and ask to speak with a manager.

We will review your case and work with you to find a reasonable resolution.

8. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this policy.

You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.

9. Contact Us

If you have any questions about our Refund Policy, please contact us:

Salvatore Pizza
1663 Jerald Crescent
Wisokyberg, NL G6B9J3
Canada

Email: support@salvatorepizza.ca
Phone: +1 364-626-8108