Refund Policy
Last updated: 01 October 2025
This Refund Policy explains how refunds, replacements, and cancellations are handled by Ember & Basil Pizzeria for orders placed through marbleatlasvoyage.site, by phone at +39 081 123 4567, or for in-person pickup and delivery from our location at Via dei Tribunali, Centro Storico, Naples, 80138, Italy. Because our products are perishable, we strive to resolve issues quickly and fairly while maintaining food safety standards.
Eligibility for Refunds and Replacements
Please inspect your order upon receipt. If an item is wrong, missing, cold, damaged, or does not meet our quality standards (e.g., undercooked crust, missing toppings, spilled soft drink, juice, or lemonade), contact us within 24 hours of delivery or pickup. For dine-in orders, notify our team before leaving the restaurant. When possible, provide your order number, a description of the issue, and clear photos; do not discard items until we advise, as we may need details to assess the problem.
Cancellations
- Before preparation begins: full refund.
- After preparation but before dispatch: partial refund or store credit to cover costs already incurred.
- After dispatch or at pickup time: non-refundable except for qualifying quality or fulfillment issues.
Delivery and Pickup Issues
If items are missing, incorrect, or damaged, we will offer one of the following at our discretion based on availability and timing: remake and re-delivery, remake for pickup, partial refund, or full refund. Delays caused by events beyond our control (e.g., severe weather or traffic disruptions) may not qualify for a refund, but we will work toward a fair resolution.
Items Not Eligible
- Perishable food that has been largely consumed or altered after delivery/pickup.
- Custom pizzas prepared to the specifications provided by the customer when the issue is a change of mind or incorrect selection.
- Gift cards, vouchers, and promotional credits, except where required by law.
- Orders placed through third-party platforms; please request support directly through the platform’s help center. We may assist, but final decisions follow the platform’s policy.
Refund Method and Timing
Approved refunds are issued to the original payment method or as store credit, at your choice where available. Refunds are processed in €. Processing times vary by payment provider and typically take 5–10 business days after approval. Delivery fees and service charges are refundable only when we fail to deliver or when a full order is refunded due to our error.
Price Adjustments and Promotions
Promotional prices cannot be applied retroactively to completed orders. Coupons and special offers must be presented at the time of purchase and cannot be exchanged for cash or combined unless expressly stated.
How to Request a Refund
Contact us at +39 081 123 4567 or submit a request via marbleatlasvoyage.site. Include your order number, pickup/delivery time, details of the issue, and photos if applicable. We may request additional information to verify and resolve your claim.
Our Commitment to Safety and Quality
All food is prepared in a kitchen that handles common allergens. While we follow strict procedures, cross-contact can occur. Refunds are not guaranteed for undisclosed allergies; please inform us of dietary needs before ordering so we can advise on suitable options.
Legal and Updates
This Policy is governed by the laws of Italy. If any provision is found unenforceable, the remainder remains in effect. We may update this Policy from time to time; the latest version will be posted on marbleatlasvoyage.site.
Contact
Ember & Basil Pizzeria — Via dei Tribunali, Centro Storico, Naples, 80138, Italy • +39 081 123 4567 • marbleatlasvoyage.site