Refund policy
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Thank you for shopping at Wilson's Pizza and Grill. We want you to be completely satisfied with your purchase. Please read this policy carefully, as it explains our rules for refunds, returns, cancellations, and replacements.1. Local Carryout and Delivery Orders
- Cancellations: You may cancel a local order before we begin preparing it. Contact us immediately at (913) 621-4066. We will issue a full refund to your original payment method.
- After preparation: Once your food is cooked or packaged, we cannot accept cancellations or provide refunds.
- Incorrect or missing items: If your order is wrong, missing items, or damaged upon pickup/delivery, contact us within 2 hours of receiving it. We will either remake the item, replace it, or issue a refund/store credit at our discretion.
- Quality issues: For taste or quality complaints on prepared food, we may offer a store credit or replacement on a case-by-case basis, but we generally do not provide cash refunds for prepared food items.
- Returns: We do not accept returns of opened, partially used, or baked products. Unopened packages may only be considered for return in cases of shipping damage or defects, and only with prior approval.
-
Refunds and Replacements:
- If your order arrives damaged, melted, spoiled, or with incorrect items, contact us within 48 hours of delivery with photos of the packaging, products, and any damage. We will arrange a replacement (if available) or issue a full refund to your original payment method.
- We cannot offer refunds for items that arrive in good condition but do not meet your taste preferences, or for issues caused by improper storage or handling after delivery (e.g., thawing and refreezing).
- Shipping delays or non-delivery: If your package does not arrive within the expected window or is lost by the carrier, contact us. We will work with the shipping provider and may issue a refund or reship the order.
- Time limits: All claims must be made promptly (within 48 hours for shipped orders; within 2 hours for local orders). Late requests may be denied.
- Proof of purchase: You must provide your order number/receipt for any refund or replacement request.
- Refund processing: Approved refunds will be issued to the original payment method within 5–10 business days. Store credit may be offered as an alternative in some cases.
- Non-refundable items: Customized or build-your-own bundles, sale/clearance items, and gift cards are generally non-refundable except in cases of defects or errors on our part.
- Abuse of policy: We reserve the right to refuse service or refunds to customers who repeatedly request refunds or appear to abuse this policy.
- Phone: (913) 621-4066
- Email: [add your email address here, e.g., info@wilsonspizzaandgrill.net]
- Include your order number, description of the issue, and supporting photos when applicable.