Refund Policy
We at Crust & Ember Pizzeria strive to deliver fresh, tasty meals with friendly service. If you are not completely satisfied with your order from our pizzeria, we want to make it right. This Refund Policy explains how refunds and credits are handled for orders placed through our site, located at neutralgoodsoutlet.store.
Scope and eligibility
This policy covers orders placed directly with Crust & Ember Pizzeria for in-house dining, pickup, or delivery. To be eligible for a refund, you must contact us within 14 days of receiving your order and provide a brief description of the issue. Items that were not prepared as described, arriving cold for delivery, missing components, or errors in the order are eligible for a refund or replacement at our discretion. Damages to packaging during transit may also qualify for a refund or credit. Seasonal specials and catering orders are subject to the same review and approval process.
Non-refundable items
Gift cards, promotional items, and perishable ingredients used within a single order are not refundable. Food and beverages that were consumed or opened cannot be returned for a refund. If you believe a product quality issue occurred, please include a photo or video to help us assess the situation.
Refund methods
Refunds, when approved, will be issued to the original payment method used for the purchase, in £. If the original method is no longer available, we will issue a store credit or arrange an alternative method at our discretion. Processing times vary by payment provider, but refunds typically appear on your account within 5-10 business days after approval.
How to request a refund
- Contact our support team at +44 20 1234 5678 or via the contact page on neutralgoodsoutlet.store.
- Provide your order number, the name on the order, and a brief description of the issue. If possible, attach photos or video evidence showing the problem.
- Include your preferred resolution: full refund, partial credit, or replacement item.
Order modifications and cancellations
Orders may be canceled or modified within 15 minutes of placing the order, as long as the order has not started preparation. After preparation begins, refunds are considered on a case-by-case basis. For cancellations related to delivery delays or missing items, we will process a full or partial refund accordingly.
Delivery issues and missing items
For delivery orders, if items are missing or incorrect, contact us within 24 hours of delivery. We may request photos of the delivered order and the packaging. We will investigate and offer a replacement, credit, or refund as appropriate. Our goal is to ensure you enjoy your meal with minimal disruption.
Damaged or spoiled items
If a product arrives damaged or spoiled, notify us with a photo within 24 hours. We will review the case and issue a refund, replacement, or store credit based on the severity of the issue and your preference.
Privacy and data handling
We handle your personal information in accordance with our privacy practices. The information collected during the refund process is used solely to verify your order and process the refund. For address verification and to prevent fraud, we may contact you using the information provided in your order profile.
Acceptance of policy
By placing an order with Crust & Ember Pizzeria or using neutralgoodsoutlet.store, you acknowledge that you have read and agree to this Refund Policy. This policy may be updated from time to time; any changes will be posted on the site with a notice indicating the date of the last update. Last updated: 01 August 2025.
Store information
Customer support: +44 20 1234 5678
Visit us at: 12 Baker Street, London, NW1 6XE, United Kingdom