Refund Policy

Your satisfaction is our priority. Learn about our comprehensive refund and return procedures.

1. Overview

At Glass nickel pizza, customer satisfaction is our highest priority. We are committed to providing exceptional wood-fired pizzas and outstanding service to every customer. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for orders placed with Glass nickel pizza.

Our Commitment: We strive to exceed your expectations with every order. If you're not completely satisfied with your experience, we're here to make it right through our comprehensive refund and resolution process.

This policy applies to all orders placed through our website, mobile application, telephone orders, and in-person purchases at our location in Washington, DC. By placing an order with Glass nickel pizza, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

  • Food Orders: Refund requests must be made within 24 hours of order delivery or pickup
  • Catering Services: Refund requests must be submitted within 48 hours of the scheduled event
  • Gift Cards: Refund requests must be made within 14 days of purchase if unused
  • Merchandise: Items must be returned within 30 days of purchase in original condition

Product Condition Requirements

  • Food items must be substantially uneaten (more than 75% remaining) to qualify for full refund
  • Merchandise must be in original, unused condition with tags attached
  • Gift cards must be unused and in original form
  • Custom orders require specific documentation of quality issues

Proof of Purchase

Valid refund requests require one of the following forms of proof:

  • Original receipt or order confirmation email
  • Credit card or payment statement showing the transaction
  • Order number and registered account information
  • Digital receipt from our mobile application

3. Non-Refundable Items

The following items and services are not eligible for refunds under any circumstances:

  • Consumed Food Items: Any food item that has been substantially consumed (less than 75% remaining)
  • Special Dietary Modifications: Custom modifications requested by customer that result in taste preferences
  • Delivery Fees: Delivery charges are non-refundable unless the order was never delivered
  • Service Charges: Processing fees, convenience fees, and service charges
  • Promotional Items: Free items received through promotions or loyalty programs
  • Digital Content: Downloaded recipes, cooking guides, or digital materials
  • Event Cancellations: Orders canceled less than 24 hours before scheduled delivery/pickup time
  • Weather-Related Issues: Delays or quality issues caused by severe weather conditions beyond our control
  • Customer Preference Changes: Refunds based solely on personal taste preferences after normal consumption

Important Note: While these items are non-refundable, we may offer alternative solutions such as store credit, replacement items, or future order discounts based on the specific circumstances of your concern.

4. Refund Process

Our refund process is designed to be straightforward and efficient. Follow these steps to request a refund:

1Contact Customer Service

Reach out to our customer service team within the eligible timeframe using one of the following methods:

  • Phone: +1 202-525-1446 (Mon-Sun, 9:00 AM - 10:00 PM)
  • Email: [email protected]
  • Online form on our contact page
  • In-person at our Washington, DC location

2Provide Order Information

When contacting us, please have the following information ready:

  • Order number or receipt number
  • Date and time of order placement
  • Items ordered and total amount paid
  • Detailed description of the issue or concern
  • Photos of the product (if applicable)

3Review and Assessment

Our customer service team will:

  • Verify your order details and eligibility
  • Review the specific circumstances of your request
  • Determine the most appropriate resolution
  • Provide you with a resolution timeline (typically within 24-48 hours)

4Resolution Implementation

Once approved, your refund will be processed according to our refund methods and timeline outlined below.

5. Refund Methods

Refunds are processed using the following methods and timelines:

Original Payment Method

  • Credit Cards: 3-5 business days after approval
  • Debit Cards: 5-7 business days after approval
  • PayPal: 2-3 business days after approval
  • Digital Wallets (Apple Pay, Google Pay): 3-5 business days after approval
  • Cash Payments: Immediate refund available at our location or check by mail (5-10 business days)

Alternative Refund Options

In certain circumstances, we may offer:

  • Store Credit: Immediate credit applied to your account for future orders
  • Gift Card: Physical or digital gift card with refund amount
  • Account Credit: Credit applied to your online account (no expiration)

Processing Timeline: All approved refunds are initiated within 24 hours of approval. The time it takes for the refund to appear in your account depends on your financial institution's processing times.

6. Exchange Policy

Glass nickel pizza offers exchanges as an alternative to refunds in the following situations:

When Exchanges Are Available

  • Incorrect order received (wrong pizza toppings, size, or items)
  • Quality issues with food items (cold delivery, preparation errors)
  • Merchandise in wrong size or color
  • Damaged packaging with intact product

Exchange Process

  • Food Items: Immediate replacement order prepared and delivered/available for pickup
  • Merchandise: Exchange available at our location or through mail (customer pays return shipping)
  • Gift Cards: Exchange for different denomination or format

Exchange vs. Refund Decision Factors

  • Customer preference and immediate need
  • Availability of replacement items
  • Time sensitivity of the order
  • Specific circumstances of the issue

Exchanges do not extend the original refund eligibility period. If you're not satisfied with the exchanged item, standard refund policies apply from the original purchase date.

7. Damaged or Defective Items

Glass nickel pizza takes full responsibility for items that arrive damaged or defective due to our preparation or delivery processes:

Immediate Resolution

  • Full Replacement: New order prepared immediately at no charge
  • Full Refund: Complete refund including delivery fees
  • Store Credit: Credit for order amount plus additional compensation credit
  • Future Order Discount: Refund plus discount on next order

Documentation Requirements

  • Photos of damaged or defective items
  • Description of the issue and when it was discovered
  • Preference for resolution method
  • Order receipt or confirmation number

Quality Assurance Follow-up

All damaged or defective item reports are reviewed by our quality assurance team to prevent future occurrences. We may contact you for additional feedback to improve our processes.

Expedited Processing: Damaged or defective item refunds are processed with highest priority, typically within 2-4 hours of verification.

8. Contact Information

For all refund requests, questions, or concerns, please contact our dedicated customer service team:

Customer Service

Phone: +1 202-525-1446

Email: [email protected]

Hours: Monday - Sunday: 9:00 AM - 10:00 PM EST

Address: 927 F St NW, Washington, DC 20004, USA

Response Time Commitment

  • Phone: Immediate assistance during business hours
  • Email: Response within 4 hours during business days
  • Online Form: Response within 6 hours
  • Urgent Issues: Immediate callback within 30 minutes

Escalation Process

If you're not satisfied with the initial resolution:

  • Supervisor Review: Request manager review within 24 hours
  • Corporate Review: Executive team review for complex cases
  • Third-Party Mediation: Independent review for unresolved disputes

Documentation and Records

We maintain detailed records of all refund requests and resolutions for quality assurance and customer service improvement purposes. All personal information is handled according to our Privacy Policy.

Policy Updates

This Refund Policy may be updated periodically to reflect changes in our services, legal requirements, or business practices. The most current version will always be available on our website. Significant changes will be communicated to customers via email and website notifications.

Last Updated: January 2026

Effective Date: This policy is effective immediately upon posting and applies to all orders placed after this date.