This Refund Policy applies to orders placed with PIZZA CAPITAL LTD through our website, by phone, or by any other ordering method we make available. For food sold without face-to-face contact, UK food-delivery guidance confirms that the relevant legal framework is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and that food businesses must provide clear information about what is being sold, the price, and the relevant terms.
1. When a refund may be issued
We may offer a full or partial refund where an order is missing, incorrect, materially damaged, not delivered, or otherwise not as described. UK consumer law states that customers are entitled to a full refund if an item is faulty or not as described.
2. Fresh food and cancellation
Because our products are freshly prepared food, the usual “change your mind” cancellation rights may not apply once preparation has started, and some food orders are covered by exemptions for goods that deteriorate or expire rapidly. In practice, this means cancellation may not be possible after the kitchen has begun preparing your order or after dispatch.
3. Delivery issues
If delivery fails because of an incorrect address, missing contact details, access problems, or customer unavailability, we may not be able to issue a full refund. Customers are responsible for providing accurate delivery information so the order can be completed successfully.
4. How to request a refund
To request a refund, please contact us as soon as possible and include your order number, the email address used at checkout, and a clear description of the issue. If relevant, please provide photos so we can review the matter properly. Food-delivery guidance expects businesses to give customers clear order information and to handle delivery issues with appropriate records and communication.
5. Review process
Each request is reviewed individually. We may offer a replacement, a partial refund, or a full refund depending on the circumstances and the evidence provided. Where a refund is approved, it will normally be returned to the original payment method.
6.Refund Processing Time
Once a refund request has been reviewed and approved, the refund will be issued to the original payment method used during checkout.
Approved refunds are typically returned to the original payment method within 5–10 business days.
7. Exceptions
Refunds are usually not available where:
- the customer changed their mind after preparation started,
- the wrong address was provided,
- the customer was unavailable to receive the order,
- the issue was caused by incomplete or inaccurate customer information,
- the complaint is unrelated to a verified service failure.
8. Contact us
PIZZA CAPITAL LTD
123 Whitehill Road, Brinsworth, Rotherham, England, S60 5HY
Phone: 01709 721999
Email: pizzacapital.ltd@outlook.com