Return and Refund Policy
This version of The Tisto Factory’s Terms of Use is in effect since January of 2023.
Thank you for choosing The Tisto Factory. The Tisto Factory’s mission is to make each and every occasion with us an enjoyable and memorable experience by offering the highest quality frozen pierogies and excellent service. This Return and Refund Policy sets out The Tisto Factory’s policy in regards to replacement and refunds of The Tisto Factory’s products and services. Please read the following terms and conditions to understand our practices and policy in regards to replacement and refunds of The Tisto Factory’s products and services.
REFUNDS AND REPLACEMENTS
If you are missing an item from your order, or you are delivered the wrong item, we offer one of two resolutions depending on whether the item in issue is large or small. The Tisto Factory’s drivers are not responsible for determining whether you are eligible for a replacement or a refund. Please contact the The Tisto Factory’s location that you placed your order from to voice your complaint and for The Tisto Factory to consider your eligibility for a replacement or a refund. The Tisto Factory reserves the sole and unfettered discretion to determine whether an item constitutes a large item or a small item.
LARGE ITEMS
If the item is a large item, such as pierogies, we will replace the item. Products which are replaced are not subject to a delivery fee or applicable taxes and will be replaced as soon as is practical.
SMALL ITEMS
For smaller items such as dipping sauce, The Tisto Factory will provide a credit for use on your next order equal the value of the item as stated on The Tisto Factory’s current menu.
We will only replace an order in the event of an error in assortment or quantity. If you receive an incorrect assortment or an incorrect quantity of product, please contact us immediately to arrange for a replacement.
We do not offer refunds or replacements if your taste expectations did not match the actual taste of the product and you were not satisfied. Before purchasing, please read the instructions for preparing the product carefully and follow them strictly. Deviating from the specified instructions can affect the taste and texture of the product, which may result in an unsatisfactory outcome.
The product will be delivered frozen using special freezing equipment to maintain a safe storage temperature of -18 degrees Celsius. Upon receipt of the product (pierogies), please immediately place it in the freezer until you are ready to cook the dumplings.
The product must be stored in a freezer at a temperature of -18 degrees Celsius until the date indicated on the package as the final date. Violating these storage rules can lead to damage to the product, which may affect the taste and texture of the pierogies. Therefore, we cannot compensate for any costs associated with improperly stored products.
​
The sauce should be stored in a refrigerator at a temperature of no more than 6 degrees Celsius.
It is recommended that the sauce be consumed within 48 hours from the date of receipt of the order to ensure freshness and quality. By following these instructions, you can help to ensure that the sauce maintains its quality and freshness for the recommended time period.
RESTRICTIONS
The Tisto Factory reserves the right to decline a refund or replacement, or both, at any time and for any reason whatsoever in its sole discretion including, but not limited to, inclement weather, technical problems or restaurant related issues. The Tisto Factory will determine any dispute as to the applicability of a replacement or refund in its sole and unfettered discretion.
In order to be eligible for a refund or replacement, you must call or send an email to The Tisto Factory’s location at which the food product was ordered, and The Tisto Factory must receive a complaint on the day the order was received or is made for that particular day, otherwise The Tisto Factory will not be obligated to honour the refund and replacement.
The Tisto Factory reserves the right to request that you prove your purchase with a copy of your receipt. If The Tisto Factory requests a copy of your receipt, and you neglect or refuse to produce the same, will not be obligated to honour the refund or replacement.
Any credits given may be used on the next order placed with The Tisto Factory and may not be used on the order resulting in the credit and may not be converted to cash or other consideration. Credits must be used within 180 days of the date they are granted, or they will become null and void and will no longer be available to be used by the customer. The 180 day period begins to run on the next day immediately after the day the credit was granted, whether or not that next day is a business day. In the event that the credit expires, the customer will not be entitled to any further compensation for that specific purchase.
​
​