At Apache Pizza, we are committed to ensuring your complete satisfaction with our products and services. This Refund Policy outlines the procedures and conditions for refunds and replacements for orders placed through our website (https://apachepizac.com), our mobile application, or by phone.
1. Our Satisfaction Guarantee
We stand behind the quality of our products. If you're not completely satisfied with your order, please let us know and we'll make it right. Our guarantee covers issues including but not limited to:
- Incorrect items delivered
- Missing items from your order
- Quality issues with the food
- Late delivery (beyond our communicated delivery window)
2. How to Request a Refund or Replacement
If you're not satisfied with your order, you can request a refund or replacement by:
- Phone: Call the store that prepared your order directly. The phone number can be found on your order confirmation or receipt.
- Customer Service: Call our central customer service team at +44 (878) 676-9523.
- Email: Send an email to [email protected] with your order details and the reason for your request.
- Online Form: Submit a refund request through the "Contact Us" section of our website.
For all refund requests, please provide:
- Your order number
- Date and time of order
- Description of the issue
- Photos of the affected items (if applicable)
3. Timeframe for Refund Requests
To be eligible for a refund or replacement, you should notify us:
- For quality, incorrect, or missing items: Within 2 hours of delivery or pickup.
- For late deliveries: On the same day as the delivery.
- For undelivered orders: Within 24 hours of the scheduled delivery time.
We reserve the right to decline refund requests that fall outside these timeframes, but we evaluate each case individually and aim to be reasonable and fair.
4. Refund Options
Depending on the circumstances and your preference, we offer the following resolution options:
- Full Refund: A complete refund of the order value to your original payment method.
- Partial Refund: A refund for specific items that did not meet expectations.
- Replacement: Delivery of a new order or replacement of specific items.
- Store Credit: Credit added to your Apache Pizza account for use on future orders.
- Discount Voucher: A voucher code for a discount on a future order.
5. Processing Time for Refunds
Once approved, refunds are processed as follows:
- Credit/Debit Card Payments: Refunds typically appear in your account within 5-10 business days, depending on your card issuer's policies.
- PayPal Payments: Refunds are typically processed within 24-48 hours.
- Store Credit or Vouchers: These are issued immediately upon approval of your request.
6. Non-Refundable Items and Circumstances
Certain situations may not qualify for a refund, including:
- Customer preference issues (e.g., you disliked a correctly prepared item)
- Self-collection orders not collected within 30 minutes of the ready time
- Customized orders where customizations were correctly applied
- Orders where delivery was prevented due to incorrect address information provided by the customer
- Orders cancelled after preparation has begun
However, we evaluate each case individually and aim to provide reasonable solutions even in these circumstances.
7. Delivery Issues
For orders where delivery issues occur:
- Late Delivery: If your order is delivered significantly outside our estimated delivery window, you may be eligible for a partial refund, discount voucher, or free items on your next order.
- Undelivered Orders: If your order was never delivered and we confirm this through our tracking system, we will provide a full refund or redeliver your order at your preference.
8. Special Promotions and Discounted Items
For items purchased using promotions, discounts, or special offers:
- Refunds will reflect the actual amount paid after any discounts were applied.
- If a refunded item was part of a deal that affects the pricing of other items (e.g., "buy one get one free"), we may adjust the refund amount accordingly.
- Promotional free items are not eligible for cash refunds.
9. Order Cancellations
Our policy for order cancellations is as follows:
- Orders can be cancelled with a full refund before preparation begins (typically within 5 minutes of ordering).
- Orders cancelled after preparation begins but before dispatch may be eligible for a partial refund, at our discretion.
- Orders cancelled after dispatch has begun are generally not eligible for a refund unless there are exceptional circumstances.
10. Contact Us
If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:
Apache Pizza
Flat 12 Tracy Ferry
North Helenburgh, G83 0SH
Email: [email protected]
Phone: +44 (878) 676-9523
11. Changes to This Policy
We may update this Refund Policy from time to time. The most current version will always be posted on our website, with the "Last Updated" date at the top. We encourage you to review this policy periodically to stay informed about our refund procedures.
12. Your Statutory Rights
This Refund Policy does not affect your statutory rights as a consumer. Nothing in this policy limits your rights relating to faulty or misdescribed products under applicable consumer protection laws.
