Refund Policy
Your satisfaction is our priority. Learn about our refund and return policies.
1. Overview
At Imos Pizza, we are committed to ensuring complete customer satisfaction with every order. We understand that occasionally you may need to request a refund, and we have established this comprehensive refund policy to make the process as straightforward as possible.
Our Commitment: We strive to provide high-quality food and exceptional service. If we fall short of your expectations, we will work diligently to make it right through refunds, exchanges, or other appropriate remedies.
2. Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Timeframe Requirements
- Dine-in orders: Refund requests must be made before leaving the restaurant or within 2 hours of service
- Delivery orders: Refund requests must be made within 30 minutes of delivery
- Pickup orders: Refund requests must be made within 1 hour of pickup
- Catering orders: Refund requests must be made at least 24 hours before the scheduled event
Product Condition
- Food items must be substantially untouched (more than 75% remaining)
- Items must be in their original packaging where applicable
- Temperature-sensitive items must still be at appropriate serving temperature
- No evidence of tampering or contamination
Proof of Purchase
- Original receipt or order confirmation number
- Valid payment method verification
- Order date and time verification
- Photo evidence may be required for quality-related issues
3. Non-Refundable Items
The following items and services are not eligible for refunds under normal circumstances:
- Consumed food items: Items that have been substantially consumed (less than 75% remaining)
- Custom orders: Specially prepared items made to customer specifications
- Promotional items: Free items received as part of promotions or deals
- Gift cards: Purchased gift cards cannot be refunded for cash
- Delivery fees: Third-party delivery charges are non-refundable
- Service charges: Gratuity and service fees added to orders
- Late cancellations: Orders canceled after preparation has begun
- Change of mind: Refunds are not provided simply due to customer preference changes
Exception: Non-refundable items may be eligible for refund if they are defective, damaged, or do not meet our quality standards due to preparation errors on our part.
4. Refund Process
Follow these steps to request a refund:
Contact Us Immediately
Call us at +1 860-567-0043 or visit our location to report the issue as soon as possible within the eligible timeframe.
Provide Order Details
Have your receipt, order number, date, time, and specific details about the issue ready when you contact us.
Return Products
Bring the items back to our location in their original condition, or retain them for pickup if delivery was involved.
Verification Process
Our team will verify your order, inspect the items, and confirm eligibility according to our refund policy.
Refund Authorization
Once approved, we will process your refund according to your original payment method and provide confirmation.
Follow Up
Monitor your account for the refund and contact us if you don't see it within the specified timeframe.
5. Refund Methods
Payment Method
Refunds will be processed using the same payment method used for the original purchase:
- Credit/Debit Cards: Refunded to the original card used
- Cash Payments: Cash refunds available immediately at our location
- Digital Payments: Refunded through the original digital payment platform
- Gift Cards: Refund credited back to gift card balance
Processing Timeframes
- Cash refunds: Immediate when processed in-store
- Debit card refunds: 1-3 business days
- Credit card refunds: 3-5 business days
- Digital wallet refunds: 1-3 business days
- Bank transfer refunds: 5-7 business days
Important Note: Processing times may vary depending on your financial institution. We will provide you with a confirmation number once the refund has been initiated from our end.
6. Exchanges
In some cases, we may offer exchanges instead of refunds as a more convenient solution:
When Exchanges Are Available
- Incorrect orders due to our preparation error
- Wrong size or variant provided
- Quality issues that affect taste but not safety
- Customer preference for different menu item of equal or lesser value
Exchange Process
- Exchanges must be requested within the same timeframes as refunds
- Original item must be returned in acceptable condition
- Replacement item will be prepared fresh
- Price differences may apply for upgrades
- No additional charges for exchanges due to our error
Customer Preference: You may choose between a refund or exchange when eligible. We're happy to accommodate your preference to ensure your satisfaction.
7. Damaged or Defective Items
Items that are damaged, defective, or do not meet our quality standards receive special consideration:
Immediate Action
- Food safety issues: Immediate full refund and investigation
- Wrong temperature: Fresh replacement or full refund
- Missing ingredients: Remake with correct ingredients or refund
- Burnt or overcooked: Fresh preparation or full refund
- Undercooked items: Immediate replacement with proper cooking
Extended Timeframe
For damaged or defective items, we extend our normal refund timeframes:
- Report issues within 24 hours of receiving order
- Food safety concerns can be reported anytime within 48 hours
- Photo evidence may expedite the refund process
- No requirement to return potentially unsafe food items
Additional Compensation
For significant quality failures, we may provide additional compensation beyond the standard refund, including:
- Store credit for future orders
- Complimentary replacement meal
- Refund of delivery charges
- Priority service on future orders
8. Contact Information
Need to request a refund or have questions about our policy?
Visit Our Location
Address:
828 Bantam Rd
Bantam, CT 06750, USA
In-person refunds available during business hours
Best Response Times: For fastest service, call us directly. Email responses within 24 hours during business days.
Emergency Food Safety Issues: Call immediately for urgent food safety concerns.
Policy Updates
This refund policy is effective as of January 1, 2024. We reserve the right to modify this policy at any time. Changes will be posted on our website and will take effect immediately upon posting. Your continued use of our services after any changes constitutes acceptance of the new policy.
Last Updated: January 1, 2024
Policy Version: 1.0