At Crust Pizza Australia, we are committed to providing high-quality products and exceptional customer service. We understand that sometimes issues may arise, and we have established this Refund Policy to ensure our customers know what to expect in such situations.
This Refund Policy applies to all orders placed through our website, mobile application, by phone, or in-store. By placing an order with us, you agree to the terms outlined in this policy.
Your satisfaction is our priority. If you are not completely satisfied with your order for any reason, please contact us as soon as possible so we can make it right. Depending on the circumstances, we may offer:
The resolution offered will depend on the nature of the issue, when it was reported, and other relevant factors as determined by our customer service team.
We may issue refunds under the following conditions:
If your order does not meet our quality standards (e.g., undercooked, overcooked, incorrect toppings), we will offer a suitable resolution, which may include a full or partial refund.
If items are missing from your order or you received incorrect items, we will offer a refund for the affected items or arrange for the correct items to be delivered to you, depending on your preference and our ability to make a timely delivery.
If your order is excessively delayed (more than 30 minutes beyond the estimated delivery time) or not delivered at all, you may be eligible for a full refund. For minor delays, we may offer partial compensation in the form of store credit or a discount on a future order.
If you experience technical issues with our website or mobile application that result in duplicate orders or other ordering problems, we will work with you to resolve the issue and process appropriate refunds.
If you experience an allergic reaction to one of our products despite having informed us of your allergy in advance, please seek medical attention immediately if necessary, and then contact our customer service team. We take food allergies very seriously and will investigate such incidents thoroughly.
To request a refund or other resolution, please follow these steps:
Once a refund has been approved, the processing time depends on your payment method:
Refund requests should be submitted within 24 hours of receiving your order for food quality issues. Requests submitted after this timeframe will be evaluated on a case-by-case basis and may be limited to store credit rather than monetary refunds.
The following items and circumstances are generally not eligible for refunds:
We may limit or modify our refund policy during circumstances beyond our reasonable control, such as extreme weather events, natural disasters, or other emergency situations that affect our ability to process or deliver orders normally.
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law. Lost or stolen gift cards may be replaced with proof of purchase and at our discretion.
Promotional credits, discount codes, and similar offers have no cash value and are not refundable. If an order paid partly with promotional credits qualifies for a refund, only the portion paid with money will be refunded in the original payment form, while the promotional credit portion may be reissued as a new credit.
This Refund Policy does not affect your statutory rights under Australian Consumer Law. Consumers in Australia have certain rights which cannot be excluded, including guarantees as to the acceptable quality and fitness for purpose of products. Nothing in this policy limits those rights.
Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
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 for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
Crust Pizza Australia