Refund Policy
Last updated: 1 January 2025
1. Our Commitment
At Pizza Guys, we take great pride in the quality of our food. If you are not completely satisfied with your order, please contact us immediately and we will do our best to resolve the issue.
2. Eligibility for Refunds
Refunds or replacements may be offered in the following situations: (a) Your order was significantly incorrect; (b) Your food arrived in an unsatisfactory condition; (c) Your order was not delivered within a reasonable time and you no longer require it. We are unable to offer refunds for orders where the customer has simply changed their mind after the food has been prepared.
3. How to Request a Refund
Please contact us as soon as possible after receiving your order — ideally within 30 minutes. You can reach us by phone at 01784 452 888 or by email at info@pizzaguys.co.uk. Please have your order number ready.
4. Refund Processing
Approved refunds for card payments are processed back to the original payment method within 5–10 business days, depending on your card issuer. Cash orders are refunded in cash upon collection or via bank transfer at our discretion.
5. Partial Refunds
Where only part of an order is affected, we may offer a partial refund or a replacement item rather than a full refund.
6. Delivery Issues
If your order is significantly delayed due to circumstances within our control, please contact us. We will assess each case individually and offer an appropriate resolution.
7. Allergen Complaints
If you believe you have received food containing an allergen that was not declared, please contact us immediately. We take allergen concerns very seriously and will investigate promptly.
8. Changes to This Policy
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page.