Returns & Refunds

Last Updated: 22 October 2026

1. Our Commitment

At Big Brothers Pizza, we want you to enjoy your food and have a positive ordering experience. If something goes wrong with your order, please contact us so we can review the issue and work towards a fair resolution.

2. Incorrect or Missing Items

If your order arrives with missing items or contains food different from what you ordered, please contact us as soon as possible.

Where practical, provide your order number and details of the issue. We may ask for photographs to help us assess the problem.

Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.

3. Food Quality Concerns

If you have concerns about the quality, condition or preparation of your food, please contact us promptly after receiving your order.

We will review the circumstances and determine an appropriate resolution in accordance with applicable consumer law.

4. Order Cancellations

Orders may begin preparation shortly after being placed. For this reason, cancellation requests should be made as soon as possible.

Once preparation has started or an order has been dispatched, cancellation may not be possible. However, your rights under applicable consumer law remain unaffected.

Please contact the store directly to discuss a cancellation request.

5. Refund Processing

Where a refund is approved, it will generally be processed through the original payment method where practical.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

If an alternative resolution is offered, we will explain the available options.

6. Change of Mind

As our products are freshly prepared food items, change-of-mind returns may not be available once an order has been prepared.

This policy does not exclude any rights or remedies available under Australian Consumer Law.

7. How to Request a Refund or Report an Issue

Please contact us with the following information where available:

• Your name and order number.
• The date and approximate time of your order.
• A description of the problem.
• Relevant photographs, if they help explain the issue.

Email: bigbrotherspizza00@gmail.com
Phone: +61 3 9742 2700
Address: 34B Synnot Street, Werribee VIC 3030, Australia