Refund Policy
Last updated: September 20, 2025
At Ember & Crust Pizzeria, we handcraft every pizza to order and strive to deliver meals that are hot, fresh, and exactly as requested. This Refund Policy explains when refunds, replacements, or store credits may be issued for orders placed through quietpinesky.site, by phone at +39 081 555 0134, or in person at Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy. All refunds are processed in €.
1. When You May Be Eligible
- Wrong or missing items: You received a different pizza, size, crust, topping, side, dessert, or beverage (such as soda, juice, or lemonade) than ordered, or something is missing.
- Quality concerns: Items arrive burnt, undercooked, significantly cold, or otherwise not meeting our standards.
- Late delivery: Your order arrives notably after the quoted delivery window due to our delay.
- Order cancellation: You cancel before food preparation begins.
2. Timeframes for Requests
- Quality or accuracy issues: Report within 24 hours of delivery or pickup.
- Cancellations: Must be requested immediately; once dough is stretched or cooking has started, cancellations may incur partial charges.
- Large or catering orders: Require longer prep; cancellations within 24 hours of scheduled time may be non-refundable.
3. What We May Require
Please provide your order number, pickup or delivery time, and a clear description of the issue. Photos of the item(s) and packaging may be requested. For certain quality claims, we may ask to return the uneaten portion for review.
4. Available Resolutions
- Replacement: We remake incorrect or unsatisfactory items as soon as possible.
- Refund: Issued to the original payment method in € where appropriate.
- Store credit: A credit applied to your next order if preferred or when a refund is not feasible.
Delivery fees are refundable only when the error is on our side (e.g., late arrival beyond the quoted window or misdelivery caused by us). Tips and third-party service fees are generally non-refundable.
5. Non-Refundable Situations
- Customer input errors (wrong address, unit number, or item selection) that cause delays or misdelivery.
- Preference-based complaints after substantial consumption (e.g., most of the pizza eaten).
- Highly customized items where the pizza was prepared as specified.
- Gift cards and promotional vouchers, except where required by law.
- Orders placed via third-party marketplaces with their own payment policies (contact the marketplace for payment-related refunds).
6. How Refunds Are Processed
Refunds to cards or other electronic methods are submitted promptly but may take 5–10 business days to appear, depending on your bank. Cash payments may be refunded in cash at our location or via store credit. All refunds are issued in €. Partial refunds may be offered for issues affecting only part of the order.
7. Delivery and Pickup Considerations
- If no one is available at the delivery address, or access is restricted, we may attempt to contact you. Additional redelivery fees may apply.
- For pickup orders, please check your items at the counter; we will promptly address any discrepancies before you leave.
8. Allergies and Dietary Requests
We do our best to accommodate allergy and dietary notes. However, refunds may not be available where no allergy or special instruction was provided at the time of ordering. Cross-contact can occur in shared kitchens; please notify us of any severe allergies when placing your order.
9. Orders via Third-Party Platforms
If you ordered through a delivery marketplace, their payment policies may apply. We will assist with product-related concerns, but payment adjustments (including service fees) are typically handled by the platform.
10. How to Request a Refund
Contact us at +39 081 555 0134 or submit a request through quietpinesky.site within the timeframes above. You can also visit us at Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy. We aim to review requests within 1 business day and resolve them as quickly as possible.
11. Changes to This Policy
We may update this policy to reflect improvements in our service or changes in applicable law. The revised version will be posted on quietpinesky.site with a new effective date.
We appreciate every opportunity to make things right and to keep your pizza night perfect. Thank you for choosing Ember & Crust Pizzeria.