Refund Policy
Last updated: October 1, 2025
This Refund Policy describes how refunds, replacements, and credits are handled for orders placed with Brick & Basil Pizzeria through wanderhiddencinder.site and at our location at Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy. By placing an order, you agree to the terms below. All amounts are processed in €.
Eligibility for Refunds and Credits
- Quality concerns: If your pizza or side arrives incorrect, undercooked, overbaked, missing toppings, or at an unsafe temperature, contact us within 2 hours of delivery or pickup. For dine-in, please raise concerns before leaving your table.
- Order inaccuracies: Missing items (including sauces, sides, or bottled soft drinks and juices) must be reported within 2 hours.
- Late delivery: If delivery exceeds the quoted time window by more than 30 minutes, you may be eligible for a partial credit or refund, excluding delays caused by severe weather, road closures, or safety incidents beyond our control.
- Catering: Quality-related claims must be reported within 24 hours of receipt. Cancellations require at least 24 hours’ notice for a refund.
Non-Refundable Situations
- Change of mind after preparation has begun or after pickup/delivery.
- Incorrect delivery address or inability to reach you at the time of delivery.
- Items substantially consumed or discarded before assessment.
- Customized pizzas prepared exactly as ordered without defect.
- Promotional bundles and gift cards once activated or redeemed.
- Taste preferences that do not reflect a preparation error.
How to Request a Refund
- Contact us within the applicable time frame by calling +39 081 562 9410 or using the contact form on wanderhiddencinder.site.
- Provide your order number, pickup/delivery time, and a brief description of the issue. We may request photos or that the item be returned for inspection.
- We will review your request and, at our discretion, offer a replacement, store credit, partial refund, or full refund.
Type and Timing of Refunds
Approved refunds are returned to the original payment method in €. Processing times vary by provider and typically take 5–10 business days after approval. When appropriate, we may offer store credit for faster resolution; such credits generally appear immediately in your Brick & Basil Pizzeria account and expire 12 months from issuance unless stated otherwise.
In many cases, we can re-bake and replace pizzas or schedule a redelivery at no additional charge if the original order was defective or incomplete.
Order Changes and Cancellations
Orders may be edited or canceled before preparation begins. Once dough is stretched or baking has started, cancellations may be declined or subject to a fee up to the full order value. For scheduled orders, please notify us as early as possible so we can accommodate your request.
Third-Party Platforms
If you placed your order through a third-party delivery marketplace, their terms may govern refunds. We will assist where possible, but you may need to initiate the request with that platform.
Pricing and Authorization
In the event of a clear pricing or menu error, Brick & Basil Pizzeria may cancel the order and issue a full refund. All refunds are issued in €. We do not provide cash refunds for non-cash transactions.
Food Safety and Allergens
Please inform us of any allergies before ordering. While we follow strict handling practices, cross-contact may occur in a shared kitchen environment. Refunds are not guaranteed for undisclosed allergies; however, safety concerns reported promptly will be prioritized for replacement or credit.
Proof and Cooperation
We may require proof of purchase and reasonable cooperation to investigate a claim. Documentation may include a receipt, order confirmation, photos of the item, and returning the product to our team when asked.
Contact
Questions about this policy or an existing request? Call +39 081 562 9410 or visit wanderhiddencinder.site. You can also reach us at our location: Via dei Tribunali 94, Centro Storico, Naples, 80138, Italy.
Thank you for choosing Brick & Basil Pizzeria. We value your trust and will work to make every pizza right.