All our Dr. Oetker Pizzas and Meals are produced for you and sent from our factory in perfect condition.
Special care is taken when your Dr. Oetker Pizzas and Meals are produced and packaged when dispatched to the retail outlets.
1. Product Received
1.1 Please ensure that prior to leaving the retail store, you check the till slip and that your purchase received is what is reflecting, as no exchanges will take place as per our returns & refund policy.
2. Exchanges
2.1 We regret that due to the perishable nature of our products and strict Food Safety standards, we are unable to accept returns/exchanges once a product has left the premises of our retailer - out of eye view of the store.
3. Complaint Handling
In order to resolve complaints in a fast and efficient manner we require as much as possible information when logging the complaint as well as the relevant information such as pictures, purchase slip, batch details on the product.
3.1 We strive to resolve general complaints within 7 -14 working days from the day the complaint and all relevant information has been received.
3.2 Once all information is received regarding a product complaint the investigation will take 7-14 working days. (proposed wording for 6.1)
3.3 Should you not receive a reply within 7 working days then please contact our Customer Care Department to enquire on the progress or any other information required.
4. Transportation of products
4.1 We will not accept liability for any associated transport costs incurred in returning a defective or incorrect order, regardless of the reason nor any product defect due to transportation.
5. Replacement of defective Products meeting all requirements
5.1 Should you have a purchase slip, a picture of the product defect, an image of the front of pack and back of pack, production and best before dates - then please contact our customer care line to be replaced with the same or a similar product dependant on the availability via a retail voucher.
6. Replacement of defective products meeting all the requirements but incorrect product handling has been observed.
6.1 Please take note of each products handling instruction on the product label on the back of the box. Due to the nature of our products, it is important that all handling instructions are followed from purchase to storage and consumption.
6.2 Should it be found that the product handling has not been observed and followed from purchase then the product will not be classified as a defective product and replacement will not take place.
7. Allergens
7.1 As a consumer it is your responsibility to check the product label for any allergens or offensive ingredients prior to leaving the premises as no exchanges or returns will be considered in this regard.
8. Product Received
8.1 Please ensure that when receiving your order, you check the label of the box to ensure that it is the correct product which you have ordered, as no exchanges will take place as per our returns & refund policy.
9. Exchanges
9.1 We regret that due to the perishable nature of our products and strict Food Safety standards, we are unable to accept returns/exchanges
10. Refunds / Exchanges
10.1 Should a Product investigated by the Quality Assurance department be found defective after receiving a complaint, a right to refund, return or replace will be granted within 48 working hours on normal business days
When delivering our Products, vehicle temperatures are taken and monitored to ensure that the Product is delivered at the correct temperature. Should any temperature abuse occur after delivery then the product will not be replaced or refunded.