Refund and Returns Policy
Thank you for ordering from Pizza Nova. We take great pride in the quality of our food and our service. Because our products are fresh and made-to-order, our policy is designed to ensure fairness for both our customers and our kitchen team.
1. Order Cancellation
- Before Preparation: You may cancel your order and receive a full refund if the kitchen has not yet started preparing your food. Please call us immediately at 01642 365050 to check the status of your order.
- After Preparation: Once food preparation has begun, we are unable to cancel the order or provide a refund, as the items are perishable and custom-made for you.
2. Quality Issues & Incorrect Orders
We want every pizza to be perfect. If there is a problem with your order, please notify us as soon as possible (ideally within 30 minutes of delivery or collection).
- Incorrect Items: If we have delivered the wrong item, we will replace it free of charge or offer a refund for the missing/incorrect portion of the order.
- Quality Concerns: If you are unhappy with the quality of your food (e.g., it is undercooked or cold), please keep the food in its original packaging so we can inspect or collect it if necessary. We will investigate the issue and, at our discretion, provide a replacement, a partial refund, or a credit for your next order.
3. Delivery Issues
- Late Delivery: While we strive to meet all estimated delivery times, factors like traffic and weather can cause delays. We do not typically offer refunds for minor delays. However, if your order is significantly late (over 45 minutes past the estimated window), please contact us to discuss a resolution.
- Non-Delivery: If your order does not arrive, please call the shop immediately. If we cannot verify a successful delivery, a full refund or redelivery will be issued.
4. Refund Process
- Card Payments: Refunds for orders paid via debit or credit card will be processed back to the original payment method. Please note it can take 3–5 working days for the funds to appear in your account, depending on your bank.
- Cash Payments: Refunds for cash-on-delivery orders will be handled directly by the shop manager, usually in the form of cash or a store credit voucher.
5. Exclusions
Under UK Consumer Law, the 14-day “cooling-off” period for online purchases does not apply to perishable items such as hot food. We cannot offer refunds for:
- Orders where the wrong address was provided by the customer.
- Orders where the customer was unavailable to receive the delivery.
- Subjective “change of mind” regarding taste or toppings after the order has been prepared.
Contact Us
If you have any questions regarding your order or this policy, please contact us:
- Phone: 01642 365050
- Email: support@pizzanovauk.co.uk
- Address: 71 Station Road, Billingham, TS23 1AE
