Refund Policy

Last Updated: May 25, 2024

1. Introduction

At Tops Pizza UK, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and other important information regarding returns and cancellations.

This policy applies to all orders placed through our website https://topspizza.uk, our mobile application, or by phone.

2. Conditions for Refund

We understand that sometimes you may need to request a refund. We are happy to process refunds under the following conditions:

2.1 Product Quality Issues

You may be eligible for a full or partial refund if:

  • The product received is significantly different from what was described or displayed on our website
  • The product is of unsatisfactory quality (e.g., undercooked, burnt, or contains foreign objects)
  • The wrong items were delivered (different from what you ordered)

2.2 Delivery Issues

You may be eligible for a full or partial refund if:

  • Your order was not delivered
  • Your order was delivered significantly later than the estimated delivery time provided (over 1 hour late)
  • Your order was delivered to the wrong address due to our error

2.3 Order Cancellations

Order cancellations are subject to the following conditions:

  • If you cancel your order before it has been prepared, you are entitled to a full refund
  • If you cancel your order after it has been prepared but before it has been dispatched for delivery, you may be charged a preparation fee
  • Orders cannot be canceled once they have been dispatched for delivery

2.4 Other Circumstances

We may consider refunds in other circumstances on a case-by-case basis. Please contact our customer service team to discuss your specific situation.

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team as soon as possible after receiving your order (ideally within 24 hours)
  2. Provide your order number, the date of your order, and a detailed explanation of the issue
  3. If applicable, provide photographic evidence of the issue (e.g., photos of damaged or incorrect items)
  4. Specify whether you are requesting a full or partial refund

You can contact our customer service team through the following channels:

3.2 Refund Assessment

Once we receive your refund request, we will:

  1. Review your request and any supporting evidence
  2. Verify the details of your order
  3. Decide whether a full, partial, or no refund is appropriate based on our policy and the specific circumstances
  4. Communicate our decision to you, typically within 2-3 business days

4. Refund Processing Time

If your refund request is approved, the processing time will depend on your original payment method:

  • Credit/Debit Cards: Refunds to credit or debit cards are typically processed within 3-5 business days. However, it may take an additional 3-10 business days for the refund to appear on your statement, depending on your card issuer.
  • PayPal: Refunds to PayPal accounts are typically processed within 1-2 business days.
  • Other Payment Methods: For other payment methods, refund processing times may vary. Our customer service team will provide specific information when processing your refund.

5. Refund Methods

Refunds will be issued using the same payment method that was used for the original purchase. For example:

  • If you paid by credit card, the refund will be credited to the same card
  • If you paid via PayPal, the refund will be sent to your PayPal account
  • If you paid with a gift card or store credit, the refund will be issued as store credit

In certain circumstances, we may offer an alternative refund method, such as store credit or a replacement item, especially for minor issues or as a gesture of goodwill.

6. Exceptions to Our Refund Policy

There are certain situations where our refund policy does not apply or where refunds may be limited:

  • Late Reporting: Issues reported more than 24 hours after delivery may not be eligible for a refund
  • Customer Error: Refunds may not be available for errors made by the customer (e.g., providing an incorrect delivery address or ordering items you later decide you don't want)
  • Promotional Items: Items received as part of a promotion, discount, or special offer may have different refund terms
  • External Factors: Delays or issues caused by factors outside our control (e.g., extreme weather conditions, public events, or road closures) may not qualify for a refund

7. Special Offers and Promotions

Special offers, promotions, and discount codes may have specific terms and conditions regarding refunds. These terms will be clearly communicated at the time of the offer. In general:

  • Promotional discounts are not refundable in cash
  • If a refund is issued for an order that used a one-time promotional code, the code cannot be reused
  • If a partial refund is issued for an order that qualified for a discount based on the order value, and the refund reduces the order value below the discount threshold, the discount amount may be deducted from the refund

8. Gift Cards and Store Credit

The following policies apply to gift cards and store credit:

  • Gift cards are non-refundable and cannot be exchanged for cash
  • Store credit has no cash value and can only be used for future purchases
  • Expired gift cards or store credit cannot be refunded or extended

9. 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 terms.

10. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:

  • By phone: +443108650050
  • By email: [email protected]
  • By mail: Tops Pizza UK, Studio 04 Fox Circle, Pricemouth, CR2 8EN, United Kingdom

Our customer service team is available from 10:00 AM to 11:00 PM, seven days a week.