Refund Policy
Thank you for choosing Crust & Ember Pizzeria for your pizza cravings. We want you to be completely satisfied with every order placed through meadowridgecommons.sbs. This Refund Policy explains how we handle refunds, cancellations, and adjustments for purchases made at our restaurant.
Eligibility — You may be eligible for a refund or a replacement if your order was incorrect, incomplete, spoiled, or not delivered within a reasonable time window. To be considered for a refund, you must contact us within 14 days of the delivery date and provide your order number, delivery address, and a brief description or photo of the issue. Refunds are not guaranteed and are subject to review by our support team.
Non-Refundable Situations — We do not issue refunds for minor delays caused by traffic, weather, or carrier constraints, unless the delay results in a significant impact on your meal experience. Refunds are not available for items that were enjoyed fully, or for changes you requested after the order was prepared. We also do not offer refunds for items that were re-delivered successfully by the courier.
Order Modifications and Cancellations — Cancellations requested before your order is prepared may be eligible for a full refund. Once preparation has commenced, we may offer a partial refund or a store credit at our discretion. If you need to modify items on an active order, please contact us as soon as possible so we can attempt to accommodate your request before preparation begins.
Delivery Issues — If your order is marked as delivered but you did not receive it, please inform us immediately. We may request confirmation from the courier or the delivery address. In cases where the package is lost in transit, we will review and arrange a replacement or full refund where appropriate. If an item arrives damaged or cold, please provide photos within 24 hours; we may replace or issue a credit for affected items.
Processing Time — Approved refunds are issued to the original payment method within 5–7 business days after confirmation of the approval. If you paid with a gift card or store credit, the refund will be applied as a credit to your Crust & Ember Pizzeria account or to the original payment method when supported by the payment processor.
How to Request a Refund — To start a claim, contact our support team at +44 20 7946 0958 or via the contact page on meadowridgecommons.sbs. Please include your order number, delivery address, date of order, and a brief description plus any relevant photos. Our team will review your request and respond with the next steps within 2–3 business days.
Store Credit and Replacements — When a refund is approved, you may receive a store credit equal to the value of the returned items if you prefer to reorder from Crust & Ember Pizzeria in the future. We may also offer a replacement item of equal value. Delivery charges for replacements may apply depending on the circumstances and location.
Contact Information — For any questions about this policy, please reach out to us at +44 20 7946 0958 or visit meadowridgecommons.sbs for the latest updates. Our team is available to help during business hours and will strive to resolve your concerns promptly.
Updates to this Policy — This policy is effective as of 06 October 2025. We may update it from time to time to reflect changes in our services or legal requirements. When updates occur, the revised policy will be posted on meadowridgecommons.sbs and will take effect immediately unless otherwise stated.
Jurisdiction — This policy is governed by the laws of United Kingdom and applicable local regulations. Any disputes will be resolved in the appropriate court within London, NW1 6XE.
Disclaimer — This Refund Policy does not affect your statutory rights. If you have any questions about your consumer rights, please contact us using the details above. We value your satisfaction and appreciate your trust in Crust & Ember Pizzeria.
Note: In our menu and communications, we replace any references to ic beverages with lemonades such as juice or soda alternatives to keep our offerings suitable for all guests.