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Return and Refund Policy

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Effective Date: 12-11-2024

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Thank you for choosing JWS Pizzeria & Grill LLC for your online order. We strive to provide you with excellent food and service. However, in the event that something is not right with your order, we want to make it right. Please read our Return and Refund Policy carefully to understand how we handle returns, refunds, and cancellations.

1. Order Modifications and Cancellations

Once your order is placed online and payment is processed, we begin preparing it promptly to ensure timely service. Because of this, cancellations or modifications may not be possible after the order has been confirmed.

  • Modifications: If you need to make changes to your order, please contact us as soon as possible at 440-564-1331. We will do our best to accommodate your request, but once the order has been confirmed and processing has started, modifications cannot be guaranteed.

  • Cancellations: If you wish to cancel an order, you must contact us within 15 minutes of placing the order. Once the order is processed and prepared, cancellations will not be accepted. If your order is canceled within this time frame, we will refund the full amount of your order, excluding any fees or charges.

2. Refunds

Refunds will be processed under the following conditions:

  • Incorrect Orders: If we make a mistake with your order (e.g., wrong items, incorrect modifications, or missing items), please contact us immediately at 440-564-1331. We will either offer you a replacement or issue a refund for the affected items.

  • Damaged or Incomplete Orders: If your order arrives damaged, incomplete, or incorrect, please notify us within 1 hour of receiving your order. We will assess the situation and either provide a replacement or process a refund for the affected items or the entire order, depending on the circumstances.

  • Refund Processing: Refunds for credit card payments will be credited back to the original payment method within 5–7 business days. Please note that processing times may vary depending on your payment provider and the third-party payment processor used for transactions.

3. Non-Refundable Items

Due to the nature of food preparation and delivery, we cannot issue refunds for:

  • Orders where you have changed your mind after the order has been confirmed and processed.

  • Orders that have been delivered to the correct address and are confirmed as correctly prepared.

  • Certain promotional or discounted items that are marked as final sale.

4. Order Issues or Complaints

If you encounter any issues with your online order, or if you are dissatisfied with the quality of your food, we encourage you to reach out to us as soon as possible. We take all customer feedback seriously and will do our best to address your concerns.

To report an issue or request a refund, please contact us via:

  • Phone: 440-564-1331

  • In-Person: Visit us at 12399 Kinsman Rd, Newbury Township, OH 44065, and we will assist you with your concerns.

5. Payment Disputes

If you experience issues with a charge on your credit card or wish to dispute a payment, please contact us directly at 440-564-1331. We will work with you and the payment processor to resolve the issue. Please note that chargebacks or disputes initiated without first contacting us may delay resolution.

6. Changes to This Return and Refund Policy

We reserve the right to modify, update, or change this Return and Refund Policy at any time. Any changes will be posted on our website with an updated Effective Date. By placing an order with us, you agree to the terms of the most current version of this policy.

7. Contact Us

If you have any questions or concerns regarding our Return and Refund Policy, please don’t hesitate to contact us:

JWS Pizzeria & Grill LLC
12399 Kinsman Rd
Newbury Township, OH 44065
Phone: 440-564-1331

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