At Nuevo's Pizzeria, we strive to ensure every customer has an enjoyable experience with our food and services. However, due to the nature of our products, there are specific conditions under which refunds may be issued. Please read our Refund Policy carefully to understand your rights and our commitments.

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1. General Policy

Due to the perishable nature of our food products, all sales are considered final once an order has been prepared and dispatched for delivery or picked up by the customer. We do not accept returns or offer refunds for any food items that have already been prepared or delivered, except in cases outlined below.

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2. Order Cancellation and Refunds Before Acceptance

• Order Cancellation: You may cancel your order and receive a full refund only if the order has not yet been accepted by Nuevo's Pizzeria. Once an order is accepted, it is immediately processed for preparation, and no cancellations or refunds will be allowed.

• Refund Eligibility: If you wish to cancel an order, you must do so promptly before receiving the order acceptance confirmation. Refunds will not be issued once the order has been accepted by us.

 

3. Situations Eligible for Refunds or Replacements

We offer refunds or replacements in the following situations:

• Incorrect Order: If you receive an item that is not what you ordered, please contact us immediately maximum within 20 minutes. We will review the order details and, if verified, provide a refund or replacement for the incorrect item.

• Defective or Poor-Quality Product: If you receive a product that is defective, damaged, or of unacceptable quality (e.g., undercooked or burnt), please report the issue within 20 minutes of receiving your order. Upon verification, we will offer a refund or a replacement for the affected item.

• Non-Delivery of Order: If your order is not delivered due to an error on our part or failure of our delivery partner, we will offer a full refund or arrange a redelivery of your order at no extra cost.

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4. Conditions for Refund Requests

To request a refund or replacement, the following conditions must be met:

• Timely Reporting: All refund requests must be made within 20 minutes of receiving your order. Requests made after this time frame may not be eligible for a refund or replacement.

• Proof of Issue: You may be asked to provide evidence of the issue, such as photographs of the incorrect, defective, or poor-quality product. This helps us verify the claim and improve our services.

• Original Order Details: You must provide the original order receipt or order number when making a refund request to help us verify your purchase.

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5. Refund Method and Processing Time

• Refunds, when approved, will be processed using the original method of payment. For credit/debit card payments, please allow 5-10 business days for the refund to appear in your account, depending on your bank's policies. For cash payments, refunds will be processed as store credit or via bank transfer within 7-10 business days.

• In cases where a replacement is provided, the new item will be delivered at no additional cost.

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6. Situations Not Eligible for Refunds

Refunds or replacements will not be provided in the following situations:

• Order Cancellation After Acceptance: Once an order has been accepted by Nuevo's Pizzeria, it cannot be canceled or refunded.

• Change of Mind: Refunds will not be issued if you change your mind or decide you no longer want the product after placing an order.

• Delayed Delivery Due to External Factors: We are not responsible for delivery delays caused by factors outside our control, such as traffic, weather conditions, or unforeseen events. Refunds will not be issued for such delays.

• Dissatisfaction Based on Personal Taste: As taste is subjective, we do not offer refunds based on personal preference or dissatisfaction with flavors unless there is a verifiable issue with the quality of the product.

• Failure to Collect or Receive Order: If you fail to collect your order or are not available to receive the delivery at the provided address, no refund will be issued.

• Any orders after time frame: If any order is reported after the time frame of 20 minutes it will be the discretion of the management to accept or reject the refund.

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7. Management Discretion

Nuevo's Pizzeria reserves the right to refuse any refund request that does not comply with the terms outlined in this policy. All refund decisions are at the sole discretion of our management team, and our decision is final.

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8. Contact Us

If you have any questions or wish to request a refund, please contact us promptly at:

Nuevo's Pizzeria
 

Cafe Nuevo

395/K/15, Nuevo, Vadavathoor,

Kottayam, Kerala, 686010

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Contact number: 94 95 95 92 92

Email at: elvismathew@nuevogroup.in