Refund Policy

Overview

At Crust, your satisfaction is our top priority. We stand behind the quality of our gourmet pizzas and food delivery service. This refund policy outlines the conditions and procedures for requesting refunds on purchases made through our website, mobile app, or over the phone.

We are committed to providing fresh, high-quality food delivered promptly to your door. In the rare event that your order does not meet our standards or your expectations, we will work with you to resolve the issue quickly and fairly.

Refund Eligibility

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

Timeframe Requirements

• Food Quality Issues: Report within 2 hours of delivery
• Missing Items: Report within 30 minutes of delivery
• Delivery Issues: Report within 1 hour of scheduled delivery time
• Order Cancellation: Before food preparation begins (typically 10-15 minutes after order confirmation)

Required Documentation

• Order confirmation number or receipt
• Photo evidence for quality issues (when applicable)
• Detailed description of the problem
• Contact information for follow-up

Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Original packaging and receipt must be available
• Items must not have been contaminated by customer

Non-Refundable Items

The following items and situations are not eligible for refunds:

Refund Process

Follow these steps to request a refund:

Refund Methods

Payment Method Returns

Refunds will be processed back to your original payment method:

• Credit/Debit Cards: 3-5 business days
• PayPal: 1-3 business days
• Bank Transfer: 2-5 business days
• Cash Orders: Store credit or bank transfer

Alternative Refund Options

Exchanges

We offer exchanges as an alternative to refunds in many situations:

When Exchanges Are Available

• Wrong item delivered (different pizza, incorrect size)
• Missing toppings or modifications
• Temperature issues (cold food upon delivery)
• Preference changes within 15 minutes of ordering

Exchange Process

Exchanges are typically processed as:

• Immediate Remake: Fresh preparation of correct order
• Next Order Credit: Full value credit for future use
• Upgrade Compensation: Similar item with added value

Damaged or Defective Items

Special handling for orders that arrive damaged or with quality issues:

Immediate Actions

• Do not consume any items that appear spoiled or contaminated
• Take photos of the issue before disposing of items
• Contact us immediately at +61 7 5576 3498
• Preserve packaging and receipts

Our Response

• Immediate Refund: Full refund processed within 24 hours
• Replacement Rush Order: Priority remaking at no charge
• Quality Investigation: Internal review to prevent future issues
• Compensation: Additional credits or vouchers for inconvenience

Health and Safety Priority

If you experience any health concerns after consuming our food:

• Seek medical attention if necessary
• Contact us immediately with details
• Preserve any remaining food items
• We will fully cooperate with any health authority investigations

Contact Information

Need help with a refund or have questions about our policy? Here's how to reach us: