Refund Policy
At Crust & Ember Pizzeria, we strive to provide delicious, high‑quality pizzas and a delightful dining experience. If you are not completely satisfied with your order, this Refund Policy explains how to request a refund or exchange and the conditions that apply to such requests. This policy applies to orders placed through our website at openplazafoyer.xyz and our physical locations. If you need assistance, you may contact us at +1 212-555-0123 during business hours in New York, United States.
Eligibility for refunds
Refunds may be considered for orders that meet all of the following criteria: the product arrived damaged, spoiled, or missing an item confirmed at delivery; the order was incorrect or not prepared as described on the menu; or the overall experience was significantly unsatisfactory due to factors we control (quality, temperature, or presentation). Refunds are generally not available for minor deviations in taste or presentation, or for items consumed in part. Requests for refunds must be submitted within 30 days of the delivery date or pickup time, and must include a clear description of the issue, order number, and photos if applicable. For dine‑in visits, refunds are considered only in cases of service failure or significant quality issues observed during the meal.
How to request a refund
- Submit your request through our online form at openplazafoyer.xyz or by calling +1 212-555-0123 with your order number and delivery details.
- Provide evidence that supports your claim (photos of the item, packaging, or receipt). We may request additional information to verify the issue.
- Keep the original item and packaging until the issue is resolved, unless otherwise advised by our team.
Refund processing and methods
Once a refund request is approved, we will process the refund to the original payment method used for the order. Processing times vary by payment provider but typically take 3–7 business days from approval. If a refund affects a promotional price or a bundled item, the refund amount will reflect the portion of the order that is eligible under this policy. For orders paid by cash at a pickup, refunds will be issued as a card transfer or store credit, at our discretion.
Delivery and pickup refunds
Refunds for delivery orders may include applicable delivery fees if the issue is due to our error. If you requested a refund for a single item within a multi‑item order, the refund amount will be proportional to the price of the eligible item(s), excluding taxes and any non‑refundable charges where applicable by law. For pickup orders, refunds are issued only if the item is unavailable or incorrect, or if the order was not prepared as requested.
Exchanges and store credit
In certain cases, instead of a cash refund, we may offer an exchange for a similar item or a store credit equivalent to the refund amount. Store credits have no expiration date but are subject to the standard terms of use, including restrictions on combining with other promotions.
Non‑refundable items
Some items may be non‑refundable due to promotional pricing, customizations, or special event menus. If an item falls into this category, it will be clearly indicated at the time of checkout. If you are unsure, contact our customer service team before placing the order.
Quality assurance and fraud prevention
To protect both our customers and our business, we reserve the right to verify purchase details and chain of custody for any refund request. Suspected abuse or fraud may result in denial of a refund and may be reported to appropriate authorities.
Changes to this policy
We may update this Refund Policy from time to time. The most current version will be posted on our site at openplazafoyer.xyz and will apply to orders placed after the posting date. Last updated: 2025‑03‑01. If you have questions about changes, please contact +1 212-555-0123 or visit our locations in New York, United States.
Important notices
All refunds are subject to verification and approval by Crust & Ember Pizzeria. This policy does not affect consumer rights under applicable law, including any rights you may have to return defective goods. If any term herein is found to be invalid or unenforceable, the remaining terms shall remain in effect. For any assistance, reach out to our team and mention your order number for faster handling.