Refund Policy
At Crust & Ember Pizzeria, customer satisfaction is our top priority. This Refund Policy explains how we handle refunds, returns, and adjustments for purchases made through our website, bridgehavencommons.sbs. By placing an order with us, you agree to the terms described below. If you have questions, you can contact our support team at +44 20 7946 0958.
Eligibility
We offer refunds for eligible orders within 30 days of delivery. To qualify, you must provide proof of purchase and the items must be unused, in their original packaging, and in resalable condition. Pizzas and hot meals that have been consumed or are partially eaten are not eligible for a refund. In the case of missing items or incorrect orders, please notify us within 48 hours of delivery so we can investigate and arrange a remedy.
Non-Refundable Items
Gift cards, promotional offers, and custom-made or specialty items may be non-refundable. If a portion of your order is eligible for a remedy (for example, a missing topping or a mistake in preparation), we will offer an adjustment rather than a full refund. Digital or downloadable items are not applicable to refunds unless the product is defective at delivery, in which case a replacement or refund will be considered.
Refund Methods
When approved, refunds will be issued to the original payment method used at purchase. If the original payment method is unavailable, we will provide an alternative method of reimbursement. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer. For orders paid with multiple methods, the refund will be issued proportionally to the eligible items and methods used.
How to Request a Refund
To request a refund, contact our support team with your order number, delivery details, and a brief explanation of the issue. Include photos if you received a damaged item or an incorrect order. We may ask you to return unused items in their original packaging for inspection. Once your request is reviewed, we will notify you of the outcome and the expected refund timeline. If a replacement item is preferred, we can arrange a re-delivery where feasible.
Damaged or Incorrect Items
If your order arrives with damaged items, or if you did not receive what you ordered, please inform us within 48 hours of delivery. We may request photos of the issue. In most cases, we will offer a replacement for the damaged or missing item, a credit to your account, or a full refund for the affected portion of the order. We strive to resolve such situations promptly to minimize disruption to your dining experience.
Cancellations
Cancellations are accepted prior to preparation or dispatch. If your order has already begun preparation or is in transit, a partial refund or adjustment may be issued according to the stage of processing. We reserve the right to determine eligibility for cancellation refunds based on the specifics of each order.
Vouchers and Loyalty Points
Vouchers, discounts, and loyalty points used at checkout are subject to the applicable terms of the promotion. Refunds on orders paid with vouchers or loyalty points will be processed by reinstating the promotional value to the account rather than returning cash, where allowed by law. Cash refunds will be issued only to the original payment method for the portion of the order that was paid in cash or by card.
Promotional Exceptions
In the event of a widespread service disruption or other extraordinary circumstances, Crust & Ember Pizzeria may offer goodwill credits, replacements, or other accommodations at our discretion. These exceptions do not alter our standard policies unless explicitly stated in a written notice from our support team.
Updates to this Policy
This Refund Policy is effective as of Last updated: 2025-10-06. We may revise it from time to time. Any changes will apply to orders placed after the date of posting. For ongoing orders, we will honor the policy in effect at the time of purchase. Please review the policy periodically to stay informed about how we handle refunds and substitutions for Crust & Ember Pizzeria customers in London, United Kingdom.
Contact Information
For questions about eligibility or the status of a refund, please contact our support team at +44 20 7946 0958 or via the contact form on bridgehavencommons.sbs. We are dedicated to resolving issues promptly and ensuring your dining experience remains positive.
Note: This policy applies to dine-in, takeout, and delivery orders for our pizzeria. For dietary accommodations, special requests, or allergen information, please refer to our menu and staff training guidelines at the same address.
Address: 12 Pizza Street, London, WC2N 5DU, United Kingdom