Refunds & Cancellations

Last updated: 26 August 2026

We want you to love every dough ball

We take real pride in our dough, and we want every order to arrive in perfect condition, ready to bake. Because we are delivering ambient, chilled and frozen food, our policy is shaped around food safety. We will always do our best to make things right if something goes wrong.

Cancellations

Before your order is dispatched

You can cancel free of charge at any time before we hand your order to the courier. Just get in touch as soon as you can at hello@pizza-co.uk, and we will process a full refund, including any delivery charge.

After your order has been dispatched

Once your order is on its way we are unable to cancel it, because our products are temperature-controlled and already in transit. If you no longer want the order, please do not refuse delivery, as unattended frozen goods can become a food safety risk.

Why the usual 14 days does not apply

Online orders normally come with a 14-day right to change your mind. That right does not apply to goods that are liable to deteriorate or expire rapidly, which is the case with our products. The exemption is set out in regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

It does not affect any of your rights if something arrives faulty, damaged or not as described. Those are covered below.

Refunds

What we will refund

We will offer a full refund or a replacement if:

Your order arrives damaged, or the packaging is broken
Your items arrive at an unsafe temperature
You receive the wrong items
Your order does not arrive at all

What we cannot refund

Because our products are perishable, we are not able to accept returns or offer refunds for:

A change of mind after delivery
Products that have been stored or handled incorrectly after delivery
Spoilage caused by a delivery that could not be completed because nobody was available to receive it, or because the delivery address given at checkout was wrong

We know that is not always what people want to hear, but food safety has to come first, for your sake as much as ours.

Delivery charges

Where we refund an order in full because of a fault on our side, we refund the delivery charge as well. Delivery is charged per box, so on a larger order that may be more than one charge. Full details are on our Shipping Policy page.

Where only part of an order is at fault and the rest is fine, we refund the affected items and keep the delivery charge, because the delivery still happened.

Delivery problems

Missed deliveries. Please make sure someone is available to receive your order. Frozen goods left unattended can thaw and become unsafe. If a delivery is missed and the product is spoiled as a result, we may not be able to issue a refund.

Delays in transit. If your order is significantly delayed by the courier and arrives thawed or damaged as a result, contact us with photographs and we will investigate and put it right.

Delivery dates you change yourself. If you use DPD’s “in flight” option to delay your parcel after we have dispatched it, we are not able to refund or replace goods that spoil as a result. DPD do not store parcels in a chilled or frozen environment overnight.

The full terms covering failed and refused deliveries are in our Shipping Policy. For practical guidance on receiving and storing your order, see Delivery Information.

How to make a claim

If something has gone wrong, please contact us within 24 hours of delivery. The sooner the better, especially for anything temperature-related.

It really helps if you include:

Your order number
A description of the problem
Photographs of the product and the packaging, especially for damage or thawing

Email hello@pizza-co.uk or ring 0191 523 7878. We aim to respond within 1 to 2 business days.

The 24-hour window is how our own claims process works and helps us sort things out quickly. It does not limit your statutory rights, which are set out below.

Refund processing

Approved refunds go back to your original payment method. Please allow 5 to 10 business days for the amount to appear, depending on your bank or card provider.

Your consumer rights

Nothing in this policy affects your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a repair, a replacement or a refund depending on the circumstances.

Your order also remains at our risk until it reaches you. More on that in our Shipping Policy.

If you are not happy with how we have handled a complaint, you can contact Citizens Advice on 0808 223 1133 for free, independent guidance.

Contact us

If you have any questions about this policy, please get in touch.

Pizza & Co
2 Blind Lane, New Silksworth, Sunderland SR3 1AU
Email: hello@pizza-co.uk
Telephone: 0191 523 7878