1. Cancellation and refund policy

Our pizzas and other products are freshly prepared, perishable goods. They cannot be physically returned, and the standard 14-day cancellation period for some online purchases does not apply.

 

2. Customer cancellations

Customers may cancel an order for a full refund by contacting us at least two hours before the selected collection or delivery slot.

Cancellations made within two hours of the booked slot may not qualify for a refund because ingredients may have been prepared and work on the order may already have started.

A cancellation is only confirmed once it has been acknowledged by 24Pizzarella. Customers should call 07918 426603 if their order is due soon.

 

3. Problems with an order

If an order is incorrect, damaged, missing an item or otherwise faulty, the customer must contact us as soon as reasonably possible on the same day.

We may ask for photographs and details of the problem so that we can investigate and provide an appropriate solution. Depending on the circumstances, we may offer a replacement, partial refund or full refund.

We do not normally provide refunds where the correct order was supplied and there is no quality issue, but the customer simply dislikes the product or changes their mind.

 

4. Late collections and unsuccessful deliveries.

We cannot guarantee the original temperature or quality of an order when the customer collects it late without notifying us.

A refund will not normally be provided where delivery could not be completed because the customer supplied an incorrect address, was unavailable or did not answer reasonable telephone calls or messages.

 

5. Cancellations by 24Pizzarella

If we cannot fulfil an order or supply an agreed alternative, we will refund the affected item or order.

Approved online refunds will be returned to the original payment method. The time taken for the refund to appear depends on the customer’s bank or payment provider.

Nothing in this policy affects the customer’s statutory rights.

Contact: narcisa.sleam@gmail.com or 07918 426603.

Last updated: 6 September 2026.