Last Updated: November 15, 2023

At Crust Pizza Australia, we are committed to providing our customers with premium quality products and excellent service. We understand that sometimes things may not go as expected, and we have established this Refund Policy to address such situations.

This Refund Policy applies to all orders placed through our website, mobile application, or by phone. By placing an order with us, you agree to the terms outlined in this policy.

1. Refund Policy Overview

We strive to ensure that every pizza we deliver meets our high-quality standards. However, we recognize that there may be instances where you are not completely satisfied with your order. In such cases, we offer refunds or replacements subject to the conditions outlined in this policy.

Our goal is to resolve any issues quickly and fairly, ensuring that you remain a satisfied customer. We assess each refund request on a case-by-case basis, taking into consideration the specific circumstances of each situation.

2. Conditions for Refunds

You may be eligible for a refund or replacement in the following situations:

2.1 Quality Issues

• The product received is significantly different from what was ordered (wrong pizza or toppings)
• The product is of unacceptable quality (undercooked, overcooked, or contaminated)
• The product is missing items that were paid for

2.2 Delivery Issues

• Excessive delivery delay (more than 60 minutes from the confirmed delivery time without prior notification)
• Damaged product due to poor handling during delivery
• Order never delivered despite being marked as delivered

2.3 Technical Issues

• Multiple charges for the same order due to website or payment processing errors
• System errors resulting in incorrect pricing or charges

3. Refund Request Procedure

To request a refund, please follow these steps:

3.1 Timeframe for Reporting Issues

For issues with food quality or incorrect orders, please contact us within 30 minutes of receiving your order. For other issues, please contact us within 48 hours of the order being placed.

3.2 Required Information

When requesting a refund, please provide the following information:

• Order number or receipt
• Date and time of order
• Description of the issue
• Photos of the affected product (if applicable and possible)
• Your contact information
• Your preferred resolution (refund or replacement)

3.3 Contact Methods

You can submit a refund request through the following channels:

• Phone: Call our customer service at +447509959858 during business hours (10am - 10pm, 7 days a week)
• Email: Send your request to [email protected]
• Online Form: Complete the refund request form on our website
• In-Person: Visit the store where you placed your order (for in-store pickups only)

4. Refund Processing

4.1 Assessment Process

Upon receiving your refund request, we will:

1. Acknowledge receipt of your request within 24 hours
2. Review the details provided and may contact you for additional information if needed
3. Investigate the issue by checking order records and consulting with relevant staff
4. Make a determination based on our findings and notify you of our decision

4.2 Refund Options

Depending on the nature of the issue and your preference, we may offer:

• Full Refund: A complete refund of the order amount
• Partial Refund: A refund for specific items that did not meet expectations
• Replacement: A replacement order for the affected items
• Store Credit: Credit applied to your account for future orders

4.3 Refund Timeframes

If your refund request is approved:

• Credit/Debit Card Refunds: Processed within 3-5 business days, though it may take an additional 5-10 business days to appear on your statement depending on your financial institution
• PayPal Refunds: Typically processed within 24-48 hours
• Store Credit: Applied to your account immediately
• Replacement Orders: Arranged as soon as possible, typically within the same day if reported promptly

5. Exceptions and Limitations

5.1 Non-Refundable Circumstances

Refunds may not be available in the following situations:

• Customer changed their mind about the order after it was prepared
• Issues reported outside the specified timeframes without reasonable justification
• Minor deviations in product appearance that do not affect taste or quality
• Dissatisfaction with an item ordered correctly but not to personal taste preference
• Delivery delays caused by factors beyond our control (severe weather, traffic conditions, incorrect address provided)

5.2 Promotional Items and Discounts

For orders involving promotions, discounts, or special offers:

• Refunds for promotional items will be adjusted to reflect the actual amount paid
• Free items included in promotions are not eligible for cash refunds
• If a refunded item affects eligibility for a previously applied discount, the refund amount may be adjusted accordingly

5.3 Delivery Fees

Delivery fees may be refunded in the following circumstances:

• Order was never delivered
• Excessive delivery delay (more than 60 minutes from the confirmed delivery time)
• The order is being completely refunded due to quality issues

Delivery fees are non-refundable if the order was delivered on time and only partial items are being refunded.

6. Repeated Refund Requests

While we strive to provide excellent service and quality products, we monitor patterns of refund requests. In cases where a customer has made multiple refund requests over a short period, we reserve the right to:

• Investigate the circumstances more thoroughly
• Request additional evidence or documentation
• Limit future refund eligibility
• Offer alternatives to refunds (such as replacements or store credit)

This policy is in place to prevent abuse of our refund system while ensuring that legitimate concerns are addressed appropriately.

7. Gift Cards and Store Credits

7.1 Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law. Lost or stolen gift cards cannot be replaced unless proof of purchase is provided.

7.2 Store Credits

Store credits issued as part of a refund or customer service resolution:

• Have no expiration date unless otherwise specified
• Cannot be transferred between accounts
• Cannot be converted to cash
• May be used for any purchase on our website, mobile app, or in-store

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

9. Contact Information

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

We are committed to resolving any issues you may experience with our products or services and appreciate your feedback in helping us improve.