Refund Policy
Your satisfaction is our priority. Learn about our comprehensive refund policy and how we ensure every customer has an exceptional experience with Punch pizza.
Overview
Customer Satisfaction Commitment
At Punch pizza, we are committed to providing exceptional food and service to every customer. We stand behind the quality of our products and want you to be completely satisfied with your dining experience.
This refund policy outlines the conditions and procedures for requesting refunds on orders placed at Punch pizza locations or through our online ordering platform. We believe in fairness and transparency, ensuring that both our customers and business are protected.
Our policy is designed to address various situations while maintaining the highest standards of food safety and quality that our customers expect from us.
Last Updated: January 1, 2026
Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Timeframe
- Dine-in: Report issues immediately during your visit
- Takeout: Within 2 hours of pickup
- Delivery: Within 1 hour of delivery
- Catering: Within 24 hours of event
Proof of Purchase
- • Original receipt or order confirmation
- • Order number for online/phone orders
- • Credit card statement (if receipt unavailable)
- • Photo evidence for quality issues
Valid Reasons for Refunds
- Order accuracy errors
- Food quality issues
- Temperature problems
- Missing items
- Delivery delays (over 45 minutes)
- Food safety concerns
- Allergic reactions due to preparation errors
- Billing errors
Non-Refundable Items
Please note that certain items and services are not eligible for refunds under normal circumstances:
Food Items
- Partially consumed food (unless quality issue)
- Custom or special order pizzas (after preparation)
- Food refused due to personal taste preferences
- Items ordered incorrectly by customer
Services & Fees
- Delivery fees (unless service failure)
- Processing fees for online orders
- Gratuity charges
- Gift card purchases
Refund Process
Follow these simple steps to request a refund:
Contact Us Immediately
Call our location directly or use our customer service hotline at +61 151 412 8957. For online orders, you can also email us at [email protected].
Provide Order Details
Share your receipt, order number, and describe the issue clearly. Include photos if applicable (especially for quality concerns).
Manager Review
Our manager will review your request and may ask additional questions. For complex issues, we may need to investigate further.
Resolution
Once approved, we'll process your refund or offer an alternative solution (replacement order, store credit, etc.).
Confirmation
You'll receive confirmation of the refund processing and expected timeline for the funds to appear in your account.
Refund Methods & Timeline
Refunds will be processed using the original payment method whenever possible:
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| Credit Card | Original card | 3-5 business days |
| Debit Card | Original card | 5-7 business days |
| Cash | Cash or store credit | Immediate |
| Digital Wallet | Original account | 2-3 business days |
| Gift Card | Store credit | Immediate |
Exchanges vs. Refunds
In many cases, we prefer to offer exchanges or replacements rather than refunds to ensure you get to enjoy the Punch pizza experience:
When We Offer Exchanges
- Wrong order received
- Food quality issues
- Temperature problems
- Missing items
- Preparation errors
When We Offer Refunds
- Unable to remake/replace order
- Severe service failures
- Food safety concerns
- Customer prefers refund over replacement
- Significant delays
Replacement Policy
When offering replacements, we ensure:
- Priority preparation - Your replacement order gets priority in our kitchen
- Quality guarantee - Manager approval for all replacement orders
- No additional charges - Replacements are provided at no extra cost
- Delivery included - Free delivery for replacement orders, if applicable
Damaged or Defective Items
We take special care with orders that arrive damaged or have quality defects:
Immediate Action Required
If you receive damaged or defective food, please:
- Do not consume the affected items
- Take photos of the damage or defect
- Contact us immediately at +61 151 412 8957
- Preserve the order for potential inspection
Food Safety Issues
Immediate full refund plus investigation to prevent future occurrences.
Delivery Damage
Replacement order with priority delivery at no additional charge.
Preparation Defects
Fresh replacement with manager oversight and quality verification.
Contact Information
For refund requests or questions about our refund policy, please reach out to us using any of the following methods:
Phone Support
+61 151 412 8957
Available daily 9 AM - 10 PM
Average wait time: 2 minutes
In-Store
Speak to Manager
3338 Maybank Hwy
Johns Island, SC 29455
Need to File a Formal Complaint?
If you're not satisfied with our initial response, you can escalate your concern to our management team:
Management Team: [email protected] (Subject: "ESCALATED REFUND REQUEST")