Refund Policy

Overview

At Punch pizza, we are committed to providing exceptional food and service. We understand that sometimes orders may not meet your expectations, and we want to make things right. This refund policy outlines our commitment to customer satisfaction and explains the process for obtaining refunds when necessary.

We strive to resolve all issues promptly and fairly, ensuring that every customer leaves satisfied with their Punch pizza experience. Our goal is to build long-lasting relationships with our customers through quality food and outstanding service.

Eligibility Conditions

To be eligible for a refund, your request must meet the following criteria:

• Timeframe: Refund requests must be made within 2 hours of order delivery or pickup for food quality issues
• Order Documentation: Valid proof of purchase (receipt, order confirmation email, or order number) is required
• Product Condition: For food quality issues, the majority of the item must remain uneaten to assess the problem
• Valid Reason: Refunds are processed for incorrect orders, quality issues, late delivery (over 60 minutes past estimated time), or food safety concerns
• Contact Requirement: You must contact us immediately upon discovering the issue rather than waiting

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Personal Preference: Disliking the taste or flavor of correctly prepared menu items
• Customization Errors: Orders that were customized incorrectly by the customer during ordering
• Late Claims: Refund requests made more than 2 hours after delivery or pickup
• Consumed Orders: Orders that have been substantially consumed (more than 50% eaten)
• Third-Party Delivery: Issues caused by third-party delivery services (though we'll work with you to resolve them)
• Promotional Items: Free items received through promotions or loyalty programs
• Gift Cards: Digital or physical gift cards cannot be refunded for cash
• Catering Deposits: Non-refundable deposits for large catering orders (cancellation policy applies)

Refund Process

Follow these simple steps to request a refund:

• Step 1: Contact our customer service immediately at +1 202-789-1234 or email [email protected]
• Step 2: Provide your order number, receipt, or confirmation details along with a description of the issue
• Step 3: If requested, provide photos of the food quality issue to help our team understand the problem
• Step 4: Our customer service team will review your request and determine the appropriate resolution
• Step 5: If approved, we'll process your refund and provide you with a confirmation number
• Step 6: Monitor your original payment method for the refund, which typically appears within 3-5 business days

Refund Methods & Timeframes

Refunds are processed using the following methods and timeframes:

Exchanges vs Refunds

In many cases, we prefer to offer immediate solutions rather than processing refunds:

Damaged or Defective Items

For orders with damaged, defective, or contaminated food items, we have a special expedited process:

• Immediate Action: Stop consuming the item immediately and contact us right away
• Food Safety Priority: We take all food safety concerns seriously and will investigate immediately
• Full Refund Guarantee: Orders with legitimate food safety issues receive full refunds, no questions asked
• Replacement Offer: We'll offer to remake your entire order with extra care and quality control
• Follow-Up: Our management team will follow up to ensure the issue is resolved and prevent future occurrences
• Documentation: We may request photos to help improve our quality control processes

This refund policy was last updated on January 1, 2026. We reserve the right to update this policy at any time. All refund decisions are made at the discretion of Punch pizza management and are final.