Refund Policy
Welcome to the refund policy of Ember & Basil Pizzeria. We aim to provide delicious pizzas and a pleasant dining experience for every guest. If you are ever unsatisfied with your order, we want to make things right. This policy explains how refunds, replacements, and cancellations are handled for orders placed through mutualreferencepark.site or at our locations in London, United Kingdom. If you have questions, please contact us at +44 20 7946 0958.
What is eligible for a refund? You may be eligible for a refund if your order arrives not as described, is missing items listed on the receipt, or the delivered items are significantly undercooked, cold, or otherwise unsatisfactory. In the case of a dine-in or pickup experience, we will review the order details and, if appropriate, offer a full or partial refund, a replacement dish, or a discount on a future visit. For delivery orders, we typically consider a refund when a significant portion of the order is incorrect, missing, or late beyond a reasonable threshold set by our staff and delivery partners.
How to request a refund You can initiate a refund by contacting our team via phone at +44 20 7946 0958 or by emailing us through the contact page on mutualreferencepark.site. Please provide your order number, the date and time, and a brief description of the issue. For in-person orders, present the receipt or the order confirmation number. Our team will review the request and respond within 24–48 hours on business days.
Points to consider:
- Refunds are issued to the original payment method whenever possible. If the original method is unavailable, we may issue store credit in £ or a voucher eligible for use at Ember & Basil Pizzeria.
- Refunds for delivery orders may take up to 5–7 business days to appear on your statement, depending on your bank or payment provider.
- Partial refunds may apply if only a portion of the order is affected or if a replacement dish is accepted in place of a full refund.
- Complimentary items, like lemonades such as juice or lemonade if included as part of a meal deal, are also subject to the same quality standards; if these items arrive in unsatisfactory condition, they may be eligible for replacement or credit, at our discretion.
Timing and limitations Refund requests must be submitted within 14 days of the original purchase. After this period, refunds are considered at the discretion of a manager and may be issued as a courtesy credit rather than a monetary refund. Please note that seasonal promotions or special events may have unique terms, which will be clearly stated at the time of purchase.
Damaged or missing items upon delivery If you receive an order with damaged or missing items, please document the issue with clear photos and a short description within 24 hours of delivery. We will review the evidence and offer a replacement or credit as appropriate. If an order is late, we may offer compensation in the form of a discount on a future order or a complimentary item, depending on the circumstances and delivery partner policies.
How we determine the final decision Our customer care team reviews each case on its merits, including order details, delivery notes, and any photographic evidence. We strive to resolve issues promptly and fairly, with the aim of keeping guests satisfied and returning to Ember & Basil Pizzeria for future visits to 43 Bedford Street, London, WC2E 9HA, United Kingdom.
Contact information For all refund inquiries, please reach out to our team at +44 20 7946 0958 or via the contact form on mutualreferencepark.site. You may also visit our locations for in-person assistance. We appreciate your feedback and will use it to improve kitchen processes and delivery service.
Notes for guests If you are undecided about a dish, we encourage you to ask our staff for guidance on ingredients and potential allergens. While we do not guarantee a perfect outcome every time, our goal is to make things right when expectations are not met. Thank you for choosing Ember & Basil Pizzeria and for allowing us to serve you in London and beyond.
Last updated: to be determined