Return & Refund Policy

At Urban Pizza, we strive to provide delicious, high-quality pizzas and excellent customer service. This Return & Refund Policy explains how we handle cancellations, refunds, and replacements for orders placed via our website, kiosk, or phone.

1. Order Cancellations

• You may request to cancel your order before it has begun preparation.

• Once preparation has started, orders cannot be modified or canceled.

• For cancellations, please contact the store immediately.

2. Refunds

• Due to the perishable nature of our products, prepared or collected pizzas are not eligible for a refund.

• Refunds are only considered in cases where Urban Pizza has made a clear mistake, such as:

  • Incorrect item delivered

  • Missing item

  • Quality issues (e.g., undercooked or damaged product)

3. Replacements or Store Credit

• If your order contains an error or quality issue, you may be eligible for a replacement or store credit.

• To request a replacement or store credit, you must:

  • Contact us within 30 minutes of receiving your order

  • Provide photos or details of the issue

• You may be required to return at least ¾ (75%) of the original pizza for verification.

• All replacements or store credits are provided at the discretion of Urban Pizza management.

4. Special Offers & Promotions

• Orders placed under promotional deals follow the same guidelines as standard orders.

• Errors in promotional pricing or misprints may not be eligible for refunds if clearly incorrect.

5. Contacting Us

• For assistance with cancellations, refunds, or replacements, please visit our Contact Page to reach our support team.

• Our team is available to ensure your concerns are addressed quickly and fairly.