Refund Policy

Welcome to Ember & Crust Pizzeria’s Refund Policy. We strive to deliver high‑quality meals and a pleasant ordering experience. If you are not completely satisfied with your order placed through seedlingpantryway.sbs, this policy explains how refunds and credits are handled. Please read it carefully before requesting a return or refund.

Eligibility for Refunds

Refunds are available for eligible orders within 14 days of the purchase date. Eligibility depends on the nature of the issue and the evidence you provide. Common eligible reasons include incorrect items, items arriving cold or spoiling quality, significant delays in delivery, or partial fulfillment of a larger order. To be eligible, you must provide documentation such as order number, delivery time, and clear photos of the item when applicable. Items consumed or opened beyond reasonable evaluation time are rarely eligible, unless there is a delivery fault or food safety concern.

How to Request a Refund

To request a refund, submit a request via our support channel at seedlingpantryway.sbs or by contacting us at +44 20 7946 0958. Include your order number, the name on the order, delivery address, and a short description of the issue. If possible, attach supporting photos or video showing the problem. Our team will review the submission and respond within 2–3 business days with a determination and next steps.

Refund Methods and Timelines

Approved refunds are issued to the original payment method used at checkout. Depending on your payment provider, it may take up to 5–10 business days for the refund to appear on your statement. In some cases, we may offer store credit in £ instead of a cash refund if that is more convenient for you. The amount refunded will be the total amount paid for the eligible items, excluding delivery charges unless the issue lies with the delivery service or packaging.

Delivery Issues and Quality

In the event of an issue with delivery timing or food quality, we may offer a replacement, credit toward a future order, or a refund at our discretion. If an item arrives cold, undercooked, or with missing components, please notify us immediately upon receipt and provide supporting details. We will investigate and respond promptly to determine the appropriate remedy, which may include preparation of a fresh dish, partial refund, or full refund for the affected items.

Non‑Refundable Scenarios

Refunds are not available for items that were correctly delivered but not consumed, or for delays caused by circumstances beyond our control, such as severe weather or third‑party courier issues, unless a delivery fault is clearly demonstrated. Requests for refunds past the 14‑day window or lacking supporting documentation will be declined. We also reserve the right to deny refunds if the customer has engaged in fraudulent activity or has violated our policies multiple times.

Gift Cards and Credits

If your order included any promotional credits or gift cards, refunds will be processed in the form of a credit equal to the amount paid, whenever possible. Credits issued will be applied to Ember & Crust Pizzeria orders before any corresponding payment is required. Any accompanying delivery fees remain subject to the same refund rules described in this policy.

Privacy and Data

We collect only information necessary to process refunds and improve service. The information you provide for a refund request will be used solely for the purpose of processing the refund and handling any related customer service inquiries. For more details, refer to our privacy practices outlined in our general terms.

Let's Keep It Fair

We aim to maintain a fair and transparent process for all customers of Ember & Crust Pizzeria. If you believe an error occurred in processing your refund, contact us at +44 20 7946 0958 with your order details and we will reassess the case. Our goal is to resolve disputes amicably and ensure a positive experience with every bite from London, 221B Baker Street to your table at home.

Last updated: 2025-10-03. For any questions, please visit seedlingpantryway.sbs or call +44 20 7946 0958.

City: London • Country: United Kingdom • Postal code: NW1 6XE