Last Updated: May 24, 2024
Our Commitment to Quality
At Tops Pizza UK, we are committed to providing you with the highest quality pizzas and service. Your satisfaction is our top priority. If for any reason you are not completely satisfied with your order, we want to make it right.
Refund Eligibility
We understand that occasionally things may go wrong with your order. You may be eligible for a refund or replacement in the following circumstances:
- Your order was delivered significantly late (more than 30 minutes beyond the estimated delivery time)
- Your order was incomplete or incorrect (missing items or wrong items delivered)
- The quality of the food was not up to our standards (cold, damaged, or not properly prepared)
- There was an issue with the ingredients or allergens in your food
How to Request a Refund
If you experience any issues with your order, please contact us as soon as possible:
- Contact Customer Service: Call us at +44 5080 369334 or email us at [email protected] with details of your order and the issue you experienced.
- Provide Order Information: Please provide your order number, date of purchase, and a description of the problem.
- Documentation: When applicable, photos of the issue can help us process your request more efficiently.
We recommend contacting us within 24 hours of receiving your order to ensure prompt resolution.
Refund Process
Once we receive your refund request, we will:
- Review your request and order details
- Contact you if we need additional information
- Determine the appropriate resolution (full refund, partial refund, or replacement)
- Process the refund or arrange for a replacement order
We strive to process all refund requests within 3-5 business days.
Refund Methods
Refunds will be processed to the original payment method used for the purchase:
- Credit/Debit Card Payments: Refunds will be issued to the same card used for purchase. Please note that it may take 5-10 business days for the refund to appear on your card statement, depending on your card issuer's policies.
- Online Payment Services (PayPal, etc.): Refunds will be processed to the same account used for purchase, typically within 3-5 business days.
- Cash Payments: For orders paid in cash, we may offer store credit or arrange for the delivery driver to provide a cash refund on a subsequent delivery.
Order Cancellations
Before Preparation
If you need to cancel your order before it has been prepared, please contact us immediately at +44 5080 369334. If we confirm that your order has not yet entered the preparation phase, we will process a full refund.
During Preparation or After Dispatch
Once your order has entered the preparation phase or has been dispatched for delivery, cancellations may be subject to partial charges based on the stage of preparation:
- Orders in early preparation: Partial refund may be available
- Orders that have been fully prepared or dispatched: Cancellations may not be eligible for a refund
Each cancellation request will be handled on a case-by-case basis, and we will work with you to find the most appropriate solution.
Promotional Offers, Discounts, and Vouchers
For orders placed using promotional offers, discounts, or vouchers:
- If a full refund is issued, any vouchers or promotional codes used may not be reactivated or returned.
- For partial refunds, the refund amount will be calculated based on the actual amount paid after any discounts were applied.
- Free items received as part of a promotional offer are not eligible for cash refunds.
Exceptions
While we strive to ensure customer satisfaction, there are some circumstances where refunds may not be applicable:
- Personal taste preferences (e.g., "I didn't like the flavor") when the item was correctly prepared according to its description
- Claims made more than 24 hours after the delivery or collection of the order
- Incorrect delivery address provided by the customer
- Customer unavailable to receive delivery after multiple attempts by our driver
- Issues arising from customizations or special requests that altered the standard preparation of the item
Customer Satisfaction Guarantee
Beyond our refund policy, we offer a Customer Satisfaction Guarantee. If you're not completely satisfied with your order for any reason, please let us know. Even in cases where a monetary refund may not be applicable, we may offer:
- Store credit for a future order
- Replacement of specific items
- Discount on your next purchase
- Complimentary items on your next order
Our goal is to ensure you have a positive experience with Tops Pizza UK and to make things right when they don't meet your expectations.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically to stay informed of updates.
Contact Us
If you have any questions about our Refund Policy, please contact us:
