Refund Policy
Last updated: January 15, 2025
This Refund Policy explains how refunds, replacements, and cancellations are handled by Fire & Flour Pizzeria for orders placed through canvasvoyagegarden.site or via +39 081 123 4567. Because our products are freshly prepared and perishable, we aim to resolve issues swiftly and fairly. Nothing in this policy limits your statutory consumer rights under the laws of Italy. All refunds are issued in €.
Scope
This policy applies to pizzas, sides, salads, desserts, and soft drinks such as juice or lemonade ordered for delivery or pickup from Fire & Flour Pizzeria.
Eligibility for Refunds or Replacements
- Order Errors or Missing Items: Contact us within 60 minutes of delivery or pickup. Please keep the items in their original condition for verification. We will arrange a prompt re-delivery, pickup, or refund.
- Quality Concerns: If your pizza arrives burnt, undercooked, or not as described (e.g., wrong crust size or toppings), report the issue within 60 minutes and provide a brief description or a clear photo. We will offer a replacement or a refund.
- Temperature & Food Safety: Claims made more than 2 hours after delivery or pickup may not be eligible due to food safety standards.
- Late Delivery: If we deliver more than 30 minutes beyond the quoted time (excluding factors outside our control such as severe weather or unexpected road closures), you may request a replacement, store credit, or a partial refund.
- Address or Contact Issues: If an incorrect address is provided or our courier cannot reach you after reasonable attempts, the order may be ineligible for a refund. We will work with you to arrange re-delivery (additional fees may apply).
Cancellations
- Immediate Cancellations: You may cancel within 10 minutes of placing the order for a full refund if food preparation has not started.
- After Preparation Begins: If preparation is underway, we may offer a partial refund to cover unrecoverable costs, or a replacement at a later time.
- Scheduled Orders: For advance orders, cancel at least 2 hours before the scheduled time for a full refund, provided preparation has not begun.
Non-Refundable Items
- Customized pizzas and special orders once preparation has started.
- Promotions, bundles, or meal deals may be refunded proportionally for any eligible items.
- Gift cards and store credits are non-refundable and non-redeemable for cash unless required by law.
How Refunds Are Issued
- Original Payment Method: Refunds are processed back to the original payment method in €.
- Processing Time: Banks and payment processors typically take 3–10 business days to post refunds.
- Cash Orders: Eligible cash payments may be refunded in-store or via store credit.
- Store Credit: Where appropriate, we may offer store credit that remains valid for 12 months from the date of issue.
How to Request a Refund or Replacement
Contact us as soon as possible with your order number, the issue encountered, and any relevant photos (for quality or damage claims). You can reach our team at +39 081 123 4567 or through your order history on canvasvoyagegarden.site. We aim to respond promptly during business hours to resolve your request.
Allergies and Dietary Preferences
While we take great care with preparation, our kitchen handles common allergens. If you have allergies, please inform us before ordering. If an item did not follow your documented allergy request, we will remake or refund the affected item.
Substitutions and Availability
If a topping or ingredient is unavailable, we will attempt to contact you for approval. If we cannot reach you, we may hold the order or provide a suitable alternative. If the substitution is not acceptable upon delivery or pickup, we will refund or replace the affected item.
Chargebacks and Disputes
If a problem arises, please contact Fire & Flour Pizzeria first so we can help quickly. Filing a chargeback before giving us a chance to resolve the matter may delay the outcome. We keep delivery logs and preparation records to assist with fair resolution.
Contact & Business Details
Fire & Flour Pizzeria
Via dei Tribunali 32, Centro Storico, Naples, 80138, Italy
Website: canvasvoyagegarden.site
Phone: +39 081 123 4567
By placing an order with Fire & Flour Pizzeria, you agree to this Refund Policy. We may update this policy from time to time to reflect changes in our operations or the law. The version posted on canvasvoyagegarden.site at the time of your order will apply.