Refund Policy

At Green Lantern Pizza, we are deeply committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that situations arise where a refund or order adjustment may be necessary, and we have designed this Refund Policy to be fair, transparent, and straightforward. Please read this policy carefully before placing your order. By ordering from our website at greenlaternpizz.digital or through any of our sales channels, you agree to the terms outlined below.

1. Overview

Because Green Lantern Pizza is a food service business, our refund policy is shaped by the perishable and time-sensitive nature of our products. Unlike physical retail goods, food items cannot be returned or restocked once they have been prepared and delivered. However, we take full responsibility for errors on our end, quality issues, and order problems that are within our control. This policy outlines exactly when refunds are available, how to request them, and what you can expect in terms of processing timelines.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, or wrong items entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards upon arrival.
• Food Safety Concern: You have reason to believe that a food safety issue occurred with your order (e.g., foreign objects in food, signs of contamination).
• Order Not Delivered: Your delivery order was never received, and our tracking or delivery confirmation cannot verify that the order was successfully delivered to your address.
• Significant Delivery Delay: Your order arrived in an unreasonably late condition that caused the food to be inedible or of significantly diminished quality due to temperature or time.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

Refund eligibility does not apply in cases where:

• You simply changed your mind after the order was prepared or dispatched.
• The order was prepared correctly but you made an error during the ordering process.
• Dissatisfaction is based solely on personal taste preferences rather than a verifiable quality or accuracy issue.
• The delivery delay was caused by circumstances outside our control (see Section 8 for more details).

3. Timeframes for Refund Requests

Timely reporting is essential for food-related refund requests. Due to the perishable nature of our products, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside these windows may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Delivery fees: Delivery charges are non-refundable unless the order was never delivered due to our fault.
• Service fees and platform surcharges: Any processing or platform fees applied at checkout are non-refundable once an order is confirmed.
• Promotional or discounted items: Items purchased using promotional codes or special offers may be subject to modified or limited refund eligibility.
• Gift cards and digital vouchers: Once purchased, gift cards and digital vouchers are non-refundable and cannot be exchanged for cash.
• Correctly prepared orders: If your order was made exactly as specified and delivered in acceptable condition, it is not eligible for a refund based on preference alone.
• Donations or tips: Any voluntary tip or donation added to your order is non-refundable.

5. How to Request a Refund — Step-by-Step

To request a refund, please follow the steps below carefully to help us process your request as quickly and accurately as possible:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of your order, and the email address or phone number used when placing the order ready.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food item(s) in question. Photos showing incorrect items, missing products, quality issues, or any food safety concerns will significantly support your claim and help us resolve it faster.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: greenlaternpizz.digital
4. Step 4 — Provide Details: In your message, include your full name, order number, a clear description of the issue, and any supporting photos or documentation. The more detail you provide, the faster we can review your request.
5. Step 5 — Review and Response: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions before making a final determination.
6. Step 6 — Refund Decision: Once your request is reviewed and approved, we will notify you via email and initiate the refund or resolution process according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be returned to you:

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality.
• The overall order was substantially correct but one item had a minor issue that does not warrant a full refund.
• A significant delivery delay affected only part of your order's quality (e.g., some items were cold while others were acceptable).
• A promotional discount was applied to the original order, in which case the refund will be calculated based on the actual amount paid rather than the full retail price.

The amount of any partial refund will be determined on a case-by-case basis by our customer service team, taking into account the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing.

8. Cancellation Policy

Because our kitchen begins preparing orders almost immediately after they are placed, our cancellation window is very limited:

• Within 5 minutes of placing your order: You may cancel your order for a full refund, provided preparation has not yet begun. Contact us immediately via our website or email.
• After 5 minutes: Once your order has entered the preparation stage, it cannot be cancelled, and no refund will be issued for a change of mind.
• Scheduled Orders: If you have placed an order scheduled for a future time, you may cancel up to 30 minutes before the scheduled preparation time for a full refund.

To cancel an order, please contact us immediately at [email protected] or visit greenlaternpizz.digital with your order number.

Force Majeure: In the event of extreme weather conditions, natural disasters, power outages, or other circumstances beyond our reasonable control that prevent delivery or order fulfillment, we will offer customers the option of a full store credit, rescheduled delivery, or a full refund at our discretion.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item in exchange for a different item) are generally not available. However, we handle order corrections as follows:

• Wrong Item Received: If you received the wrong pizza or food item, we will either send you the correct item (subject to availability and delivery feasibility) or issue a refund for the incorrect item. This will be determined by our team on a case-by-case basis.
• In-Store Corrections: For pickup orders where an error is identified before you leave our premises, we will remake the item correctly at no additional charge.
• Remake Offers: In some cases, instead of a monetary refund, we may offer to remake your order. This offer is entirely optional, and if you prefer a refund, you are entitled to request one within the eligibility guidelines of this policy.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, or if you believe your concern has not been adequately addressed, you may escalate the matter through the following process:

1. Internal Escalation: Reply to our initial response email and request that your case be escalated to a senior member of our customer service team. Please clearly explain why you are dissatisfied with the initial decision.
2. Written Complaint: You may submit a formal written complaint to our customer service email at [email protected] with the subject line "Formal Refund Complaint — [Your Order Number]." We will respond to formal complaints within 3–5 business days.
3. Chargeback / Payment Dispute: You have the right to contact your bank or credit card issuer to dispute a charge if you believe you were charged in error. However, we encourage you to work with us directly first, as we are committed to resolving issues fairly and promptly.
4. Consumer Protection Resources: As a business operating in the United States, Green Lantern Pizza is subject to consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers in California also have rights under the California Consumer Privacy Act (CCPA/CPRA). You may contact the FTC at www.ftc.gov or your state's Attorney General office if you believe your consumer rights have been violated.

11. Changes to This Refund Policy

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any updates constitutes your acceptance of the revised policy. For material changes, we may notify customers via email or a notice on our website.

12. Contact Information

For all refund requests, questions about this policy, or order-related concerns, please reach out to us using the contact details below. Our customer service team is here to help you.

This Refund Policy was last updated on April 20, 2026. It applies to all orders placed through greenlaternpizz.digital and any affiliated ordering channels operated by Green Lantern Pizza. This policy is governed by applicable United States federal and state consumer protection laws, including the FTC Act.