Refund policy

Returns and Refund Policy

By placing an order with us, you agree that perishable food items cannot be returned. For non-food items, we offer a 14-day return policy, which allows you to request a return within 14 days of receiving your item(s).

Return Eligibility:

To be eligible for a return, your item(s) must be unused, in the same condition that you received it, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To initiate a return, please contact us at orders@doughboys-pizza.co.uk. If your return is accepted, we will provide you with a return shipping address. The cost of return postage is your responsibility, and you must ensure the item(s) is packaged safely and securely to prevent damage during transit. We cannot be held responsible for items lost or damaged during return transit, so we recommend using a reputable, insured courier.

Items returned without prior authorisation will not be accepted or processed.

For any questions about returns, contact us at orders@doughboys-pizza.co.uk.

Cancellation:

According to our Shipping Policy, we strive to dispatch all orders placed before the daily cutoff time on the same day. Orders placed after the cutoff, or on a bank holiday or non-business day, will be dispatched on the next working day unless an alternative delivery day has been selected.

If you wish to cancel an order, notify us as soon as possible. We cannot cancel orders that have already been picked, packaged, or dispatched. If you notify us before your order is prepared for dispatch, we process a cancellation and refund according to our refund policy below.

Damages and Issues:

Please inspect your order upon receipt and contact us within 24 hours if your item is defective, damaged, or if there is any discrepancy with your order. This allows us to evaluate and resolve any issues promptly.

Exceptions / Non-returnable Items:

We cannot accept returns of any food items, including but not limited to perishable goods such as pizza bases, dairy products, meat toppings and other fresh items.

Occasionally, to reduce waste of consumable food due to circumstances like shorter shelf life or split cases/multipacks, we may offer products at a discount. These products are exempt from our return or refund policy, and the reason will be clearly displayed in the product description.

Please contact us if you have questions or concerns about a specific item before purchasing.

Refunds:

If you cancel your order before it has been dispatched, we will process a refund to your payment card within 2-5 working days.

For eligible product returns, we will notify you once we have received and inspected the item. We will inform you if the refund is approved within 2 working days. If approved, you will be automatically refunded on your original payment method. Please allow 3-5 working days for the refund to be processed to your bank or credit card.

Delivery Issues:

Customers are entirely responsible for providing accurate information when placing an order, including contact details, delivery address and business name. If incorrect or incomplete details result in a delay, loss of parcel(s) or the ability to locate the address, we cannot be held responsible and the customer will not be eligible for a refund, replacement, or compensation. Additionally, we do not offer refunds for delivery delays, as shipments may take up to 48 hours to arrive, in accordance with our terms and conditions.