Refund Policy
Our commitment to customer satisfaction and transparent refund procedures
Last updated: January 2026
Overview
At Imos Pizza, your satisfaction is our top priority. We are committed to providing the highest quality food and exceptional service to every customer. This refund policy outlines our dedication to ensuring you have a positive experience with our products and services.
Our Promise: We stand behind the quality of our food and service. If you are not completely satisfied with your purchase, we will work with you to make it right through our comprehensive refund and exchange process.
This policy applies to all purchases made through our restaurant locations, online ordering system, delivery services, and catering orders. We believe in transparent business practices and want you to understand your rights as our valued customer.
Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
Timeframe Requirements
Required Documentation
Valid Reasons for Refunds
Non-Refundable Items & Situations
The following items and situations are not eligible for refunds under normal circumstances:
Non-Refundable Items
Non-Refundable Situations
Important Note: While these items are typically non-refundable, we may make exceptions on a case-by-case basis for exceptional circumstances or legitimate quality concerns. Please contact our customer service team to discuss your specific situation.
Step-by-Step Refund Process
Follow these simple steps to request a refund:
1Contact Us
Reach out to our customer service team through phone, email, or in-person at any of our locations. Provide your order details and describe the issue.
2Documentation
Provide required documentation including receipt, order number, and any photo evidence of the issue. Our team will review your request promptly.
3Resolution
Once approved, we'll process your refund using your original payment method. You'll receive confirmation and tracking information.
Detailed Process Steps
Refund Methods & Processing Times
Refunds are processed using your original payment method whenever possible:
Payment Method Processing
Processing Timeline
Alternative Refund Options
In certain circumstances, we may offer alternative refund methods:
Exchange Policy
In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality experience you deserve:
When We Offer Exchanges
Exchange Benefits
Exchange Process
Dine-in Exchanges: Immediate replacement prepared fresh while you wait, typically within 10-15 minutes.
Takeout/Delivery Exchanges: Return to location or schedule re-delivery of replacement items within 24 hours.
Value Differences: If replacement items cost more, we'll cover the difference. If they cost less, you'll receive store credit for the balance.
Damaged or Defective Items Policy
We take special care to address issues with damaged or defective food items:
What Qualifies as Damaged/Defective
Immediate Actions We Take
Priority Processing
Expedited Timeline: Damaged or defective item claims are processed immediately, with same-day resolution guaranteed.
No Documentation Required: While helpful, we don't require extensive documentation for obvious quality failures.
Full Compensation: We provide full refunds plus additional compensation for the inconvenience and potential health concerns.
Quality Assurance: All incidents are reported to our quality team for comprehensive review and improvement measures.
Contact Us for Refund Requests
Our customer service team is ready to help you with any refund requests or concerns.
+1 303-455-9463
Mon-Sun: 9 AM - 10 PM
2556 15th St
Denver, CO 80211, USA
For fastest service, please have your order number and receipt ready when contacting us.
Contact Support Team