Refund Policy

1. Overview

At Toppers Pizza, we are committed to providing you with the highest quality food and exceptional service. We understand that occasionally things may not meet your expectations, and we want to make it right.

This Refund Policy outlines the circumstances under which we offer refunds, the process for requesting a refund, and the methods by which refunds are processed. We encourage you to read this policy carefully to understand your rights and our obligations.

2. Eligibility for Refunds

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

Timeframe Requirements

• Quality Issues: Must be reported within 2 hours of delivery or pickup
• Missing Items: Must be reported within 24 hours of order completion
• Incorrect Orders: Must be reported within 2 hours of receiving your order
• Cancelled Orders: Must be cancelled before preparation begins for a full refund

Proof of Purchase

You must provide one of the following as proof of purchase:

• Order confirmation email or SMS
• Order number from your receipt
• Digital receipt from our website or app
• Payment transaction record (last 4 digits of card used)

Product Condition Documentation

For quality-related refund requests, we may ask you to provide:

• Photos of the product showing the issue
• Description of the quality concern
• Quantity of affected items

3. Non-Refundable Items

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

*Some promotional items may be eligible for partial refunds. Please contact us for specific promotion terms.

4. Refund Process

Follow these steps to request a refund for your order:

5. Refund Methods

Refunds are processed using the original payment method whenever possible:

Credit/Debit Card Payments

• Refunds are credited back to the same card used for purchase
• Processing time: 5-10 business days depending on your bank
• May appear as a credit from "Toppers Pizza" on your statement

Cash Payments

• For in-store cash payments, refunds are provided in cash
• Must present original receipt at the same location
• Alternative: Store credit can be issued for convenience

Digital Wallets (Apple Pay, Google Pay)

• Refunds are credited to the linked payment method
• Processing time: 3-7 business days

Store Credit

• Available as an alternative to other refund methods
• Processed immediately and sent via email
• Valid for 12 months from date of issue
• Can be used on any future order

6. Exchanges

In many cases, we prefer to offer an exchange or replacement rather than a refund, especially for quality-related issues:

When We Recommend Exchanges

• Wrong Item Received: We'll send the correct item at no additional charge
• Quality Issues: We'll prepare a fresh replacement immediately
• Missing Items: We'll deliver the missing items as soon as possible

Exchange Process

Exchanges are typically processed faster than refunds:

• Contact us within 2 hours of receiving your order
• Describe the issue and your preferred resolution
• For delivery orders, we'll send a replacement within 30-60 minutes
• For pickup orders, your replacement will be ready within 20 minutes

Exchange vs. Refund

You always have the right to request a refund instead of an exchange. However, exchanges often result in a faster resolution and ensure you get to enjoy your meal.

7. Damaged or Defective Items

We take food quality and safety very seriously. If you receive a damaged or defective order, please follow these guidelines:

What Qualifies as Damaged/Defective

• Food that has been significantly damaged during delivery
• Items that appear spoiled or have an off smell
• Products that don't match the menu description
• Items that are significantly undercooked or overcooked
• Foreign objects found in food
• Packaging that has been opened or tampered with

Immediate Action Required

Documentation

For damaged or defective items, please:

• Take clear photos of the affected items and packaging
• Keep the items and receipt until the issue is resolved
• Note the time of delivery and any relevant details

Our Response

For confirmed damaged or defective items, we will:

• Provide a full refund or replacement at your choice
• Waive any delivery fees for replacement orders
• Investigate the cause to prevent future occurrences
• Offer additional compensation for serious issues at our discretion

8. Contact Information

If you have questions about this refund policy or need to request a refund, our customer support team is here to help:

Response Times

• Phone: Immediate assistance during business hours
• Email: Response within 24 hours
• Contact Form: Response within 24-48 hours

For urgent issues regarding food safety or quality, we recommend calling us directly for the fastest resolution.