Refund Policy
Thank you for choosing Crust & Flame Pizzeria. We want you to be completely satisfied with every experience you have at our pizzeria. This policy explains how refunds are handled for orders placed through our website or directly with our team. By placing an order, you agree to the terms described below.
Eligibility for refunds
- Refunds are considered for orders that arrive late, are missing items, or arrive in an inedible or unsafe condition. In such cases, customers should notify us within 48 hours of delivery or pickup with clear photos and a description of the issue. We may request the original order number and delivery details to verify eligibility.
- All cancellations initiated before preparation begins may be eligible for a full refund. Cancellations after food preparation has started may be eligible for a partial refund or a credit toward a future order, at our discretion.
- Non-food items such as gift cards or merchandise are refunded according to our separate merchandise policy.
Non-eligibility
- Refund requests for items that have been partially consumed, or for items that were delivered as requested and enjoyed, are not eligible unless there was a quality failure or safety concern documented at delivery.
- Promotional or limited-time items may be excluded or subject to special terms outlined at the time of purchase.
How to request a refund
To request a refund, please contact our team at +44 20 7946 0123 or via the contact page at sparkmellowrustic.xyz. Include your order number, date, and a brief description of the issue. For any order-related refund, we may request photos of the delivered items to process your claim promptly.
Assessment and resolution
Our team will review each request and respond within 3–5 business days. If a refund is approved, the amount will be credited to the original payment method or issued as a store credit, depending on the customer’s preference and our policy. The currency used for refunds will be £ unless otherwise stated.
Delivery and pickup considerations
Refunds for delivery orders may reflect the delivery fee in some cases, while pickup orders may be eligible for a full refund of the food items only, excluding any service fees. We reserve the right to offer a replacement item or credit in lieu of a monetary refund when appropriate, especially for damaged or unsatisfactory items.
Damaged or incorrect items
If you receive an item that is damaged or incorrect, please contact us within 48 hours with details. We will arrange a replacement, issue a refund for the affected items, or provide a credit toward a future order. Our team may request the return of the incorrect or damaged items in some circumstances at our discretion.
Refund timelines
Approved refunds are typically processed within 5–10 business days, depending on your payment provider. Please note that processing times may vary by bank or card issuer. If you do not see the refund after the stated period, contact us and we will assist you in tracking the payment.
Privacy and data
Refund requests require sharing only the information necessary to verify identity and the order details. We do not use your information beyond what is needed to resolve the refund efficiently and in accordance with our privacy policy, which is available on our website at sparkmellowrustic.xyz.
Contact information
If you have questions about this policy or would like to submit a refund request, please reach out to +44 20 7946 0123 or visit 12 Baker Street, London, W1U 3AB, United Kingdom. You can also contact us via the website at sparkmellowrustic.xyz.
Last updated: and we reserve the right to modify this policy at any time. We will post changes on our site to keep you informed about how refunds are handled for future orders from Crust & Flame Pizzeria.