Refund Policy

At Apache Pizza, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the procedures for refunds, cancellations, and how to address issues with your order. By placing an order with Apache Pizza, you agree to the terms of this policy.

1. Quality Guarantee

We take pride in the quality of our products and are committed to ensuring your satisfaction. If you are not satisfied with your order for any reason, please contact us immediately so we can address the issue.

1.1 Incorrect or Missing Items

If your order is incorrect or items are missing, please contact us within 30 minutes of receiving your order. We will either:

• Deliver the correct or missing items as soon as possible
• Issue a refund for the incorrect or missing items
• Provide a credit for future orders

1.2 Quality Issues

If you are not satisfied with the quality of your order (e.g., cold food, poor preparation, or other quality issues), please contact us within 30 minutes of receiving your order. We will assess the situation and may:

• Replace the order in its entirety
• Replace specific items
• Issue a full or partial refund
• Provide store credit for a future purchase

We may request photographic evidence of the quality issue to help us improve our products and services.

2. Order Cancellations

2.1 Cancellation Before Preparation

If you wish to cancel your order before it has been prepared:

• Call the store where you placed the order immediately
• If cancellation is confirmed before preparation begins, a full refund will be processed
• The refund will be issued to the original payment method

2.2 Cancellation After Preparation

Once an order has entered preparation, cancellation options are limited:

• Orders that have already been prepared cannot be canceled as food has been prepared specifically for you
• In exceptional circumstances, we may offer store credit at our discretion

2.3 Delivery Issues

If we are unable to deliver your order due to:

• Incorrect address provided by the customer
• No response at the delivery location after reasonable attempts
• Inability to access the delivery location (e.g., secured building with no entry code provided)

We will attempt to contact you using the information provided. If we cannot reach you or resolve the issue, you may be charged for the order as it was prepared and delivery was attempted.

3. Refund Process

3.1 Refund Methods

Refunds will be processed to the original payment method used for the purchase:

• Credit/Debit Card: 3-10 business days for the refund to appear on your statement
• PayPal: 1-5 business days
• Gift Cards/Store Credit: Immediate refund to the original card or issuance of new store credit

3.2 Processing Time

While we process refund requests promptly, please be aware that:

• The time it takes for a refund to appear in your account depends on your payment provider
• Bank processing times vary and are outside our control
• You will receive confirmation once we have processed your refund

4. How to Request a Refund

To request a refund or report an issue with your order:

1. Contact Us Promptly: Call the store from which you ordered as soon as possible (ideally within 30 minutes of receiving your order).
2. Provide Order Details: Have your order number ready (found on your receipt or confirmation email).
3. Explain the Issue: Clearly describe the problem with your order.
4. Follow Instructions: Our team will guide you through the refund or resolution process.

Alternatively, you can contact us through:

• Email: [email protected]
• Phone: +44 627 211 5563
• Contact form on our website

5. Store Credit

In some situations, we may offer store credit instead of a refund:

• Store credit is valid for six months from the issue date
• Store credit can be used for any purchase at Apache Pizza
• Store credit cannot be exchanged for cash
• Lost or stolen store credit vouchers cannot be replaced

6. Promotional Offers, Discounts, and Coupons

For orders placed using promotional offers, discounts, or coupons:

• Refunds will reflect the actual amount paid after applying the promotion or discount
• Free items obtained through promotions are not eligible for cash refunds
• Used promotional codes or coupons may not be reissued or transferred to another order

7. Non-Food Items and Merchandise

For non-food items or merchandise (e.g., branded goods):

• Unopened items in original packaging may be returned within 14 days
• Items must be in new, unused condition
• Proof of purchase is required

8. Exceptions and Limitations

Certain circumstances may affect your eligibility for a refund:

• Time Limits: Refund requests submitted after the specified timeframes may not be honored
• Repeated Claims: We reserve the right to investigate accounts with multiple refund requests
• Force Majeure: Delays due to events outside our control (severe weather, natural disasters) may not qualify for full refunds
• Special Instructions: Orders with special instructions that have been prepared according to those instructions may not be eligible for refunds based on preference

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website. Your continued use of our services after any changes indicates your acceptance of the modified policy.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund, please contact us at:

Apache Pizza
47 Craig Passage East
Harleychester, G12 9BH
Ireland

Email: [email protected]

Phone: +44 627 211 5563

Our customer service team is available 7 days a week from 11:00 AM to 11:00 PM to assist you with any concerns about your order.