Refund Policy
Last Updated: March 1, 2023
Welcome to NeutralBites! Our refund policy has been drafted with a view to ensuring your satisfaction while maintaining fairness and convenience for both parties. If you are looking to return an order or seek a refund, the following terms and conditions apply.
Order Cancellation
You may cancel your order within 5 minutes of placing it without any penalty. If you cancel your order after this time frame, we may have already started preparing your pizza and other items, and in such cases, cancellation is no longer possible.
Returns
Given the perishable nature of our products (pizzas and related food items), we cannot accept returns. However, if you believe that your order is incorrect, or if the food is not to the quality standards you expect from NeutralBites, please contact us immediately at +39 081 549 9951.
Quality Issues
If you are unsatisfied due to quality issues, such as undercooked or overcooked pizza, or incorrect toppings, please reach out to us within 2 hours of receiving your order. Please provide photographic evidence and a detailed account of the issue. Upon verification, we will either replace the item at no additional cost or offer a refund.
Refunds
Refunds are made at the discretion of NeutralBites. If approved, a refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days, typically 5-10 business days.
In the case of a missing or incomplete order, please call us immediately at +39 081 549 9951 so we can assess the situation and rectify it as quickly as possible with either a refund or replacement. Claims made after 2 hours of the order being received may not be honored.
Non-Food Items
For non-food items like merchandise or gift cards, these can be returned within 14 days of purchase, provided that they are unused and in the same condition that you received them. They must also be in the original packaging. Proof of purchase is required for all returns.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at neutralbites.site and send your item to: Pizzetta Way, Naples, 80132, Italy.
Shipping
You will be responsible for paying for your own shipping costs for returning any non-food items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Contact Us
For more information on returns and refunds, please contact us at +39 081 549 9951 or visit our website at neutralbites.site.