Refund Policy for Crust & Ember Pizzeria
Effective as of the last update. If you have any questions about this policy, you can reach us at +44 20 7946 0958 or visit solacesharedportal.xyz for the latest information. This policy applies to orders placed through our online shop and at our physical locations in London, United Kingdom.
Overview
We aim to prepare and deliver delicious pizzas and related items promptly. If you are not completely satisfied with your order, we want to make it right. This policy explains when refunds are issued, how to request them, and the steps we take to ensure fair treatment for all customers. Please note that some orders, such as those fulfilled by third-party couriers or in special promotions, may be subject to different terms described below.
Refund eligibility
- Incorrectly prepared items, missing components, or orders damaged in transit are eligible for a refund or replacement.
- Orders that arrive significantly late or cold beyond the expected delivery window may be eligible for a refund or compensation.
- Items that were not as described on the menu or that do not meet our quality standards may be refunded.
- We do not offer refunds for items that were consumed in part unless the issue is clearly related to quality or safety concerns.
Non-eligible cases
- Complaints about delivery speed that do not affect the quality or integrity of the food.
- Split or partial refunds for items that were accepted in good condition and are not associated with a quality issue.
- Promotional items or discounts applied at checkout unless the issue directly impacts the value of the order.
- Refund requests made after 14 days from the delivery date without a verifiable quality concern.
How to request a refund
To start a refund request, please contact us at +44 20 7946 0958 or via solacesharedportal.xyz within 14 days of receiving your order. Include your order number, the delivery address, and a brief description of the issue. For in-person purchases, you may visit our staff at the counter and present your receipt.
Resolution process
- Once a refund request is received, our team reviews the issue and may request supporting photos or details of the concern.
- We may offer a replacement item, a credit toward a future order, or a monetary refund, depending on the nature of the issue and your preference.
- Refunds are issued to the original payment method or as store credit, based on your choice and the nature of the complaint.
- Processing times vary by payment method but typically range from 5 to 10 business days after approval.
Delivery and packaging concerns
If the order arrives late, the food is delivered cold, or the packaging is damaged, please document the condition with photos at delivery and contact us immediately. We may request additional information to verify the issue. For damaged or spoiled items, we may offer a replacement or full refund.
Damaged or spoiled food
Food safety is a priority. If you believe the product is unsafe to eat, do not consume it and contact us right away. We may request packing materials for inspection and may request the return of unused portions in accordance with local health regulations to process a refund or replacement.
Payment and refunds
Refunds will be issued using the same payment method used at purchase when possible. If the original method is unavailable, we may offer an alternate credit or voucher. In all cases, confirmation of the refund amount will be provided once the request is approved.
Exchanges
We are happy to exchange items for another size, topping, or a different pizza of equal value when feasible. If the requested item is more expensive, the customer may pay the difference. If it is cheaper, a credit balance will be issued.
Gift cards and promotions
Refunds for orders paid with a gift card are issued back to the original gift card unless otherwise required by law. Promotional discounts applied at checkout do not affect our ability to process refunds for eligible issues.
Data privacy and contact
We respect your privacy. The information collected during the refund process will be used solely to process your request and improve our service. For any questions about this policy, contact +44 20 7946 0958 or visit solacesharedportal.xyz.
Updates to this policy
We may update this Refund Policy from time to time. The latest version will be posted at solacesharedportal.xyz. The effective date will be included at the top of the policy. If you have placed an order before any update, the terms in effect at the time of your purchase will apply to your refund request.
Organization details
Crust & Ember Pizzeria serves customers at locations across United Kingdom, with the following details on file: 43 Bedford Street, London, WC2E 9HA. You can reach us at +44 20 7946 0958 or through solacesharedportal.xyz for any refund inquiries related to your orders.