Return & Refund Policy
Last updated: 25 September 2026
At Artisan Pizza Bases, we want you to be completely satisfied with your order. Because our products are fresh, perishable food products, there are some specific rules around returns and refunds.
1. Food Products
Our pizza bases, pinsa bases and focaccia products are perishable food products and cannot normally be returned if you have simply changed your mind or no longer require the products. For food safety reasons, we cannot accept the return of products that have been delivered to you and subsequently stored, opened, handled or used. This does not affect your statutory consumer rights where a product is faulty, damaged, incorrectly supplied or not as described.
2. Damaged or Incorrect Orders
If your order arrives damaged, is missing an item, contains the wrong product, or the product is not in an acceptable condition, please contact us as soon as possible.
Please email us at info@artisanpizzabases.co.uk and include:
Photographs are particularly helpful where an item has been damaged during delivery or there is an issue with the condition of the product. We will assess the issue and, where appropriate, offer a replacement or refund.
3. Delivery Problems
If your order arrives with damaged packaging or the products appear to have been compromised during delivery, please contact us as soon as possible. If a product arrives damaged or in a condition that you believe makes it unsuitable to eat, please do not consume it. Please provide photographs of the packaging and products where possible so that we can investigate the issue with the delivery company. Depending on the circumstances, we may offer a replacement or refund.
4. Faulty or Incorrect Products
If a product is faulty, not as described, or we have supplied the wrong product, please contact us as soon as possible.
We will work with you to resolve the issue and may provide a replacement or refund, depending on the circumstances.
Nothing in this policy affects your statutory rights under UK consumer law. Businesses must provide appropriate remedies where goods are faulty or not as described.
5. Refunds
Where a refund has been agreed, we will process the refund to the original payment method used for the order.
Once processed, the time it takes for the refund to appear in your account may depend on your bank or payment provider.
Where a refund is due because an item is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights, we will provide the appropriate remedy in accordance with applicable consumer law.
6. Cancellation Before Dispatch
If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests made before the order has been prepared or dispatched. However, because our products are perishable food items, we may not be able to cancel an order once it has entered the preparation or dispatch process.
7. Contact Us
If you have a problem with your order, please contact us and we will do our best to resolve it quickly.
Email: info@artisanpizzabases.co.uk
Please include your order number in your email so that we can locate your order quickly.
Your Statutory Rights
This policy does not affect your statutory rights as a consumer.
Where applicable, your rights under UK consumer law continue to apply, including your rights in relation to goods that are faulty, not as described or not fit for purpose.
