Refund Policy

1. Overview

At Salvatore Pizza, your satisfaction is our top priority. We take pride in delivering authentic Italian pizzas made with the finest ingredients and prepared with care. We understand that occasionally things may not meet your expectations, and we are committed to making it right.

This Refund Policy outlines our commitment to customer satisfaction and explains the circumstances under which we offer refunds, replacements, or other remedies. We believe in transparent, fair, and prompt resolution of any concerns you may have with your order.

2. Eligibility for Refunds

To be eligible for a refund or replacement, the following conditions must be met:

Timeframe Requirements

• Quality Issues: Must be reported within 30 minutes of delivery or pickup
• Missing Items: Must be reported within 2 hours of receiving your order
• Incorrect Orders: Must be reported within 2 hours of delivery or pickup
• Food Safety Concerns: Must be reported within 24 hours with supporting evidence

Proof of Purchase

• Valid order confirmation number or receipt
• Order placed through our official channels (website, phone, or in-store)
• Payment verification may be required for refunds to original payment method

Product Condition

• For quality complaints, at least 75% of the item must remain uneaten to verify the issue
• Photographic evidence of the issue is strongly encouraged and may be required
• The order must not have been tampered with after delivery

3. Non-Refundable Items

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that were prepared correctly but you no longer want
• Late Complaints: Issues reported outside the specified timeframes
• Customization Errors by Customer: Incorrect orders resulting from customer's own ordering mistakes
• Third-Party Delivery Issues: When using external delivery services not affiliated with Salvatore Pizza
• Gift Cards and Vouchers: Except where required by applicable law
• Promotional Items: Free items, samples, or promotional additions
• Catering Orders: Subject to separate catering agreement terms (see our Catering Policy)
• Consumed Items: Products that have been entirely consumed without evidence of issues

4. Refund Process

Follow these steps to request a refund:

1. Contact Us Promptly

   Reach out to our customer service team as soon as you notice an issue. You can contact us via phone at +63 457 412 9918 or email at [email protected].

2. Provide Order Details

   Have your order number, date of purchase, and details of the issue ready. This helps us locate your order quickly and assess the situation.

3. Document the Issue

   Take clear photographs of the problem (if applicable). This includes images of incorrect items, quality issues, or damaged packaging.

4. Await Our Response

   Our team will review your request and respond within 24-48 hours. For urgent matters, calling our direct line ensures faster resolution.

5. Resolution Implementation

   Once approved, we will process your refund, replacement, or store credit according to our assessment and your preference (where applicable).

5. Refund Methods

Approved refunds will be processed using the following methods:

Original Payment Method

• Credit/Debit Cards: Refunds will be credited back to the original card within 5-10 business days
• Digital Wallets: Refunds processed within 3-5 business days
• Cash Payments: Refunds available for in-store pickup or store credit

Alternative Options

• Store Credit: Immediate credit added to your account for future orders (often includes a bonus as goodwill)
• Replacement Order: Free replacement of the affected items, typically delivered within the same day
• Discount on Future Order: Percentage discount code for your next purchase

Processing Timeframes

• Review and approval: 24-48 hours
• Store credit: Immediate upon approval
• Card refunds: 5-10 business days after approval
• Replacement orders: Same day or next business day

6. Exchanges

In many cases, we offer exchanges as an alternative to refunds:

When Exchanges Apply

• Wrong items delivered (we'll deliver the correct items at no additional cost)
• Quality issues with specific items in your order
• Missing toppings or ingredients from customized orders

Exchange Process

• Contact us immediately upon discovering the issue
• We will arrange for the correct/replacement items to be prepared
• Delivery of replacement items is complimentary
• No additional charges apply for exchanges of equal or lesser value

Exchange vs. Refund

We generally recommend exchanges for incorrect or quality issues as they provide faster resolution. However, you always have the right to request a refund instead if you prefer.

7. Damaged or Defective Items

We take special care in handling orders that arrive damaged or defective:

What Qualifies as Damaged/Defective

• Pizzas that arrive cold due to extended delivery times
• Crushed, significantly deformed, or spilled food items
• Items contaminated by packaging damage
• Food that shows signs of improper preparation or handling
• Allergen contamination despite clear allergy notifications

Our Commitment

• Immediate Replacement: We will remake and redeliver your order at no charge
• Full Refund Option: If you prefer not to wait, we offer a complete refund
• Goodwill Gesture: Additional store credit or discount on future orders as an apology

Food Safety Priority

If you believe your food may have caused illness or allergic reaction, please contact us immediately and seek medical attention if needed. We take all food safety concerns extremely seriously and will investigate promptly.