Our return policy lasts for 30 days from the date you receive your order.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and the packaging must be in perfect condition as well.
Perishable goods such as food, as well as gift cards, cannot be returned.
There are certain situations where only a partial refund is granted : (if applicable)
- Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Shipping
Please do not return your purchase to the manufacturer.
To return a product to us:
We can handle the return by arranging collection according to the following guidelines. In this case, you will simply need to affix the return slip that will be sent to you by email, and we will deduct this amount from your order refund:
- Small package of accessories and ingredients: $20 + tax
- 12-inch petit fours: $40 + tax
- Large 16" ovens: $50 + tax
- Karu 16: $100 + tax
- Palletized ovens (Dome, Alfa): price to be determined based on weight and location + taxes
Refunds (if applicable)
Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days. At that time, you will receive an email confirming that the refund has been issued.
If you have not received an email, please check your junk mail ( spam ) folder.
Late or missing refunds (if applicable)
After 5-10 business days, if you haven't received your refund, please check your bank account again. Then, contact your credit card company, as there may be a delay before your refund is officially posted. Finally, contact your bank.
There is often a processing time required before a refund is posted. If, after completing all these steps, you still haven't received your refund, please contact us at info@lapizzashop.ca
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you wish to exchange it for the same item, please email us at info@lapizzashop.ca . We will send you a shipping label and arrange for the carrier to pick up the merchandise from your address.
In the case of an exchange for a reason other than a defect or damaged product, the request will be processed as a refund request and will follow the same procedure. A new order must be placed for the replacement items.
Guarantees
Within 12 months (1 year) of purchase, it is important to contact us so that we can process your warranty claim. Under no circumstances should you contact the brand directly during these 12 months.
If you contact the brand directly, an additional delay will be added to allow time for your request to reach us. Therefore, it is faster and more efficient to contact us first.
Unless otherwise stated, all our products come with a 1-year warranty directly from us. Some products, such as Ooni, may have an additional warranty of up to 4 years from the manufacturer, provided the product is registered on the manufacturer's website (details are in the product box).
If a product is defective, please email us at info@lapizzashop.ca and provide us with the following information:
- Purchase invoice (see your emails)
- Problem description
- Photos of the defect (if relevant)
- Device serial number