Return Policy

Last Updated: January 2025

1. Introduction

At Pizzaiolo, we are committed to providing you with the highest quality food and service. This Return Policy outlines our guidelines for returns, refunds, and exchanges. Due to the nature of our food products, please review this policy carefully to understand your rights and our procedures.

2. General Policy

We want you to be completely satisfied with your order. If you are not satisfied with your purchase for any reason, please contact us within 24 hours of receiving your order. We will review your request and work with you to resolve the issue.

3. Eligible Returns

3.1 Food Quality Issues

We will accept returns or provide refunds for the following reasons:

• Incorrect Order: If you received items different from what you ordered
• Food Safety Concerns: If you have concerns about food safety or quality
• Significant Defects: If your order is significantly different from what was described or expected
• Damage During Delivery: If your order arrives damaged or inedible due to delivery issues

3.2 Timeframe

Returns or refund requests must be made within 24 hours of receiving your order. Requests made after this timeframe may be considered on a case-by-case basis at our discretion.

4. Non-Eligible Returns

The following circumstances are generally not eligible for returns or refunds:

• Change of mind after the order has been prepared or delivered
• Orders that have been fully consumed
• Orders that have been prepared but not picked up within the specified time frame
• Orders placed more than 24 hours ago
• Orders that were prepared correctly but did not meet personal taste preferences
• Issues reported more than 24 hours after delivery

5. Refund Process

5.1 How to Request a Refund

To request a refund, please contact us using one of the following methods:

• Phone: (514) 721-5117
• Email: info@pizzaiolo-ca.org
• In Person: Visit us at 705 Saint-Catherine St W, Montreal, QC H3B 4G5

When contacting us, please provide:

• Your order number or receipt
• The date and time of your order
• A description of the issue
• Photos of the issue (if applicable)

5.2 Refund Review Process

Once we receive your refund request, we will:

• Review your request within 1-2 business days
• Verify the order details and issue reported
• Contact you if we need additional information
• Provide a resolution, which may include a full refund, partial refund, replacement order, or store credit

5.3 Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunds will be processed to the original card and may take 5-10 business days to appear
• Cash: Cash refunds will be provided for cash payments (please bring your receipt)
• Store Credit: In some cases, we may offer store credit instead of a refund

6. Exchanges and Replacements

In lieu of a refund, we may offer to replace incorrect or defective items. We will make every effort to prepare and deliver replacement items as quickly as possible. Replacement orders will be subject to availability and may require additional delivery time.

7. Delivery Issues

7.1 Late Delivery

If your order arrives significantly later than the estimated delivery time and you believe this affected the quality of your food, please contact us. We will review the circumstances and may offer a refund or credit at our discretion.

7.2 Damaged Orders

If your order arrives damaged or in poor condition due to delivery issues, please contact us immediately with photos if possible. We will investigate and provide an appropriate resolution.

8. Order Cancellations

You may cancel your order before we begin preparation. Once preparation has begun, cancellations may not be possible. If you need to cancel an order, please contact us immediately at (514) 721-5117. If the order has already been prepared, you may be eligible for a refund or store credit depending on the circumstances.

9. Disputed Charges

If you believe you have been charged incorrectly, please contact us immediately. We will investigate the charge and work with you to resolve any billing errors. All disputes should be reported within 30 days of the transaction date.

10. Store Credit

Store credit may be issued in certain circumstances. Store credit:

• Does not expire
• Is non-transferable
• Cannot be redeemed for cash
• Can be used for future orders placed through our website or in-store

11. Special Circumstances

We understand that special circumstances may arise. If you have a unique situation that is not covered by this policy, please contact us. We will review your case individually and work with you to find a fair resolution.

12. Limitation of Liability

To the fullest extent permitted by law, our liability for any claims related to returns or refunds is limited to the amount you paid for the order in question. We are not responsible for any indirect, incidental, or consequential damages arising from food-related issues.

13. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

14. Contact Us

If you have any questions about this Return Policy or need to request a return or refund, please contact us:

• Email: info@pizzaiolo-ca.org
• Phone: (514) 721-5117
• Address: 705 Saint-Catherine St W, Montreal, QC H3B 4G5

We aim to respond to all inquiries within 24-48 hours during business hours.

15. Consumer Rights

This Return Policy does not affect your statutory rights as a consumer under applicable Canadian and Quebec consumer protection laws. If you have concerns about our return policy or refund practices, you may contact the Office de la protection du consommateur (OPC) in Quebec or relevant consumer protection authorities.