Refund Policy
Thank you for choosing Crust & Ember Pizzeria. We are committed to delivering delicious, warm pizzas and friendly service from our kitchen to your table at 12 Baker Street, London, United Kingdom W1U 3NH. This Refund Policy explains how we handle refunds, exchanges, and cancellations for orders placed on our website, Crust & Ember Pizzeria.
Scope
This policy applies to all customers who place orders for delivery or pickup through our site and related channels. It covers orders fulfilled directly by Crust & Ember Pizzeria and excludes third-party services unless explicitly stated. By placing an order with us, you agree to the terms described herein.
Refund eligibility
- Mistakes in order fulfillment (wrong items or missing items) must be reported within 24 hours of delivery for a full or partial refund or replacement, based on our assessment.
- Quality concerns such as undercooked crust, sauce imbalance, or cold foods should be reported within 24 hours of delivery to be eligible for a remedy.
- Promotional items or limited-time menu items are eligible for refunds under the same conditions if the issue is attributable to our preparation or packing processes.
- Requests for refunds due to personal preference (taste, texture, or perceived value) are considered on a case-by-case basis and may be offered as a credit or replacement at our discretion.
- Non-delivery or service interruptions caused by our facilities will be refunded fully or partially, depending on the impact to your order.
How to request a refund
To request a refund, please contact our customer support at +44 20 7946 0012 or via the contact form at harvestfieldcollect.xyz. Include your order number, the date of purchase, and a brief description of the issue. Photographic evidence of the problem is welcome but not required.
Refund processing
Once a refund is approved, we will process it using the original payment method. Refunds are issued in the following form, depending on the payment method and merchant terms:
- Credit/debit card: refunds appear on your card statement within 5-7 business days from approval, subject to your bank’s processing times. The total amount will be shown in £ as per the original transaction.
- Digital wallets: refunds are typically reflected within 3-5 business days.
- Cash on pickup: refunds are issued as a store credit or a bank transfer, according to your preference and our policy at the time of the request.
Exchanges and credits
In place of a refund, a replacement item or store credit may be offered if the issue is minor or if you prefer another product of equal value. Store credits never expire and can be used toward any order on our site. We'll issue credits in £ and note them to your account associated with the order number.
Cancellations
Orders canceled before preparation begins are eligible for a full refund to the original payment method. If the order has already begun processing or is in transit, a partial refund or store credit may be offered depending on the stage of fulfillment. Requests for cancellations should be made as soon as possible by contacting +44 20 7946 0012 or visiting harvestfieldcollect.xyz.
Delivery and pickup timing
Our policy accounts for delivery windows and pickup times. Delays caused by weather, road restrictions, or external factors are not considered ground for refunds unless they substantially impact the value or readiness of the food. We strive to provide accurate estimates, but final delivery times may vary.
Limitations
We reserve the right to request additional information to verify eligibility for refunds. We also reserve the right to decline refunds for issues not attributable to Crust & Ember Pizzeria's preparation or fulfillment, such as customization errors introduced by the customer or mishandling after delivery by a third party.
Contact information
If you have questions about this Refund Policy or would like to discuss a specific order, please reach out to us at +44 20 7946 0012 or browse our site at Crust & Ember Pizzeria. Our team is available to assist you in London, United Kingdom, and nearby areas.
Policy updates
We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Any modifications will be posted on our website at harvestfieldcollect.xyz and will become effective immediately upon posting. For significant changes, we will provide a notice at the time of update.
Last updated: Please note that this policy has been crafted to align with the needs of a pet-friendly, family-oriented pizzeria experience. We appreciate your trust in Crust & Ember Pizzeria and are committed to making your dining experience satisfying and fair.