Refund Policy

Last updated: 2025-10-02

Thank you for choosing Brick & Basil Pizzeria. This Refund Policy explains how we handle order issues, replacements, and refunds for purchases made through framecraftworks.site or by phone at +39 06 6992 1234. Our pizzeria is located at Via del Governo Vecchio 72, Centro Storico, Rome, 00186, Italy. All monetary references are in €.

1. Eligibility for Refunds and Replacements

• Incorrect or missing items: If your order contains the wrong pizza, sides, desserts, or beverages (such as juice or lemonade), or an item is missing.
• Quality concerns: If food is undercooked, burnt, spoiled, or delivered at an unreasonable temperature for safe consumption.
• Delivery issues: Excessive delay, order never arrived, or delivery to the wrong address when the correct address was provided.
• Billing errors: Duplicate charges or incorrect pricing.

To qualify, please notify us within 24 hours of delivery or pickup. For quality or temperature concerns, we may request photos and the order number. We may arrange pickup or ask that you bring the item back for evaluation.

2. Non-Refundable Situations

• Preference-based returns (e.g., “did not like the taste”) when the item was prepared according to the order.
• Customized pizzas with ingredients selected by the customer where the order details were followed.
• Substantially consumed items (e.g., more than a small portion eaten) unless a clear defect is verified.
• Partially used bundles or promotions where a single component is requested for refund without returning the bundle value.
• Gift cards and store credit are non-refundable and not redeemable for cash except where required by applicable law.

3. Remedies We Offer

• Replacement: A fresh remake of the affected item at the earliest available time.
• Store credit: A credit in € applied to your Brick & Basil Pizzeria account on framecraftworks.site, typically available immediately after approval and valid for 12 months.
• Refund: Return of funds to the original payment method.

4. Timeframes

Once approved, replacements are scheduled promptly. Store credit is usually issued the same day. Refunds are initiated within 1–2 business days and may take 3–10 business days to appear, depending on your payment provider.

5. Cancellations

You may cancel within 5 minutes of placing the order or any time before preparation begins for a full refund. Once preparation has started, a cancellation may be subject to up to 100% of the order value. Delivery and service fees charged by third parties, where applicable, may be non-refundable.

6. Large Orders and Catering

• 24+ hours before scheduled time: Full refund.
• 6–24 hours before: 50% refund.
• Under 6 hours: Non-refundable (including any deposit), unless we can reassign production slots at our discretion.

7. Third-Party Platforms

If you ordered via a third-party platform, please initiate your request through their support channels. We will assist where possible, but we may be unable to process refunds for payments not made through framecraftworks.site or our in-store systems.

8. Pickup and Delivery Guidance

For pickup, please check your order before leaving. After departure, claims are limited to quality issues reported within 2 hours. For delivery, ensure your contact number and address are accurate to avoid delays.

9. Allergies and Dietary Notes

Our kitchen handles common allergens (e.g., wheat, dairy, eggs, nuts). While we take care with special instructions, cross-contact can occur. Refunds for reactions may not be issued if ingredients were properly disclosed and preparation followed the order.

10. How to Request a Refund

Submit a request via your account on framecraftworks.site (Order History) or call +39 06 6992 1234. Provide your order number, a description of the issue, and photos if applicable.

11. Contact and Governing Law

For any questions, contact us at +39 06 6992 1234 or visit framecraftworks.site. This policy is governed by the laws of Italy.