Refund Policy

Overview

At Punch pizza, we are committed to ensuring complete customer satisfaction with every order. Our refund policy is designed to provide fair and transparent guidelines for refunds while maintaining the highest standards of food safety and quality. We understand that sometimes circumstances may require a refund, and we strive to handle each case with understanding and professionalism.

This policy applies to all orders placed through our restaurant, online ordering system, delivery services, and third-party platforms. We reserve the right to modify this policy at any time, and any changes will be effective immediately upon posting on our website.

Eligibility Criteria

Refunds may be requested under the following conditions and must meet all specified criteria:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup for food items, and within 7 days for merchandise or gift cards
• Order Status: The order must be substantially unaltered or uneaten. Partially consumed items may be evaluated case-by-case
• Proof of Purchase: Valid receipt, order confirmation number, or payment transaction record must be provided
• Valid Reason: Refunds are considered for quality issues, incorrect orders, delivery problems, or food safety concerns
• Contact Documentation: Customer must have attempted to resolve the issue by contacting our customer service team first
• Health Department Compliance: All refund requests must comply with local health department regulations regarding food handling and returns

Special circumstances may be considered on a case-by-case basis at management discretion. Emergency situations, medical issues, or extraordinary circumstances will be evaluated individually.

Non-Refundable Items

The following items and services are not eligible for refunds under any circumstances:

• Consumed Food Items: Any food or beverage that has been substantially consumed or eaten cannot be refunded for health and safety reasons
• Custom Orders: Specially prepared items, custom pizzas with unique specifications, or personalized requests that were prepared according to customer specifications
• Promotional Items: Free items received through promotions, coupons, or loyalty programs are not eligible for cash refunds
• Digital Services: Online ordering fees, delivery charges (unless delivery failed), and processing fees
• Time-Sensitive Orders: Catering orders or large group orders canceled less than 24 hours before scheduled delivery/pickup time
• Third-Party Charges: Delivery service fees charged by external platforms, tip amounts, or taxes where legally required
• Opened Beverages: Bottled or canned beverages that have been opened or tampered with

Gift certificates and loyalty points may be subject to separate terms and conditions. Please refer to the specific terms provided at time of purchase or redemption.

Refund Process

To request a refund, please follow these steps carefully:

• Step 1: Immediate Contact - Contact our customer service team immediately via phone at +7 495 646-62-61 or email at [email protected]
• Step 2: Provide Information - Have your order number, receipt, and details about the issue ready when you contact us
• Step 3: Photo Documentation - If applicable, provide clear photos of the product issue or incorrect order items
• Step 4: Return/Preservation - Keep the product in its original condition until our team provides instructions
• Step 5: Investigation - Our team will investigate the issue and may request additional information or inspection
• Step 6: Resolution - You will receive notification of the refund decision within 48-72 hours of your request
• Step 7: Processing - If approved, refunds are processed within 3-5 business days

Refund Methods & Timeframes

Refunds are processed using the following methods and timeframes:

• Original Payment Method: Refunds are issued to the original form of payment used for the purchase (credit card, debit card, cash, etc.)
• Credit Card Refunds: 3-5 business days for the refund to appear on your statement, depending on your bank's processing time
• Debit Card Refunds: 5-7 business days for funds to be available in your account
• Cash Refunds: Available immediately upon approval for in-store purchases, or check issued within 7-10 business days for remote transactions
• Digital Wallet Refunds: 1-3 business days for services like PayPal, Apple Pay, or Google Pay
• Gift Card Refunds: May be issued as store credit or replaced gift card at customer's preference

International transactions may require additional processing time. Currency conversion fees applied by your financial institution are not covered by our refund policy.

Exchanges Policy

In many cases, exchanges may be preferable to refunds and can be processed more quickly:

• Product Exchange: Incorrect orders can often be exchanged for the correct items at no additional charge
• Store Credit Option: Customers may choose store credit instead of monetary refund, which can be used for future orders
• Upgrade Exchange: In cases where exact replacement is not available, customers may choose an upgrade with price adjustment
• Same-Day Resolution: Many exchange requests can be resolved immediately during business hours
• Loyalty Benefits: Exchange customers may receive additional loyalty points or future order discounts

Exchanges are subject to product availability and must be requested within the same timeframe as refund requests. No additional delivery charges apply to exchange orders when the original error was on our part.

Damaged or Defective Items

Special provisions apply to orders that arrive damaged or with quality defects:

• Immediate Reporting: Damaged or defective items must be reported within 30 minutes of delivery for optimal resolution
• Photo Evidence: Clear photos of damaged packaging or defective food items must be provided for our quality control review
• Full Replacement: Damaged orders are typically eligible for full replacement at no additional charge
• Quality Investigation: Our kitchen team will investigate quality issues to prevent future occurrences
• Expedited Processing: Damaged item refunds receive priority processing and are typically resolved within 24 hours
• Delivery Issue Compensation: Additional compensation may be provided for significant delivery-related damage or delays