Returns & Refunds

Quality Comes First

We take pride in every product we make and ship. Here’s how we handle the rare cases where something doesn’t go as planned.

At Pizza Base Thailand, every order — from Neapolitan pizza bases to Pinsa Romana, focaccia, and bread — is made fresh, sealed, and shipped under strict cold-chain logistics.

Because we deal in perishable food products, our return policy reflects the realities of food safety and temperature-sensitive logistics.

Our Policy

No Returns on Perishable Products

Due to the nature of our products — which require temperature control and have a limited shelf life — we cannot accept returns once an order has left our facility.

Guaranteed food safety for every customer.

Prevention of contamination or spoilage during return transport.

Exceptions

Refunds & Replacements

Although we cannot accept physical returns, we do offer a replacement or partial refund when the issue is caused by a shipping or packaging error on our end.

You may be eligible if:

The product arrives damaged or spoiled due to delivery handling.

The wrong product or quantity was sent.

The package was lost or not delivered by the courier.

Process

How to Request a Refund or Replacement

Reach out via Email or Line and include your order number, photos or videos of the product and packaging, and a short description of the issue.

📩 Email us
💬 Line

Our team will review your claim and respond within 1–2 business days. If approved, we will send a replacement product.

Refund Method

How Refunds Are Processed

🏦

Bank Transfer

Direct to your account

🎁

Store Credit

Valid on our shop

Please allow 3–5 business days for refund completion after approval.

Exclusions

Non-Refundable Situations

We are unable to issue refunds or replacements in the following cases:

The product was not stored correctly after delivery (refrigerated at 2–4°C or frozen at −18°C).

The issue is reported more than 24 hours after delivery.

The product has been opened, used, or altered.

Delays caused by incorrect delivery information provided by the customer.

Cancellations

Can I Cancel My Order?

Orders can be cancelled only before production or dispatch begins. Once your order is in production or has been shipped, cancellation is no longer possible.

To request a cancellation, contact us immediately via Email or Line.

Wholesale & B2B

Are you a restaurant or business?

For B2B wholesale orders and dedicated supply agreements, dedicated return and refund terms apply. Contact us directly to discuss your needs.

Our Promise

Every product. Fresh, intact, and exactly as ordered.

At Pizza Base Thailand we value transparency and trust. If something goes wrong, we will always act in good faith to make it right.

🛒 Back to Shop

Italian Bakery & Pizza Base Supplier in Thailand

Fresh. Authentic. Reliable. Every time.