Refund Policy for Stone & Ember Pizzeria
Thank you for choosing Stone & Ember Pizzeria for your pizza and accompanying dishes. We want you to be completely satisfied with every order placed at neutralcommonslink.xyz. If you are ever unhappy with your purchase, please review our refund policy below. This policy applies to orders placed through our website and in our restaurants, where applicable. If anything is unclear, contact our team at +44 20 7946 0123 for assistance.
Eligibility for refunds
Refunds are considered for items that are not delivered as described, arrive cold when they should be hot, or are significantly deviated from what was ordered. Proof of purchase, including order number and delivery details, is required. Digital or online vouchers may be eligible for refunds only under specific conditions and at our discretion. We reserve the right to determine whether a refund is appropriate based on the circumstances of the order.
Non-returnable items
In most cases, refunds do not apply to completed orders where the customer confirms receipt and signs for delivery, or items that have been consumed or partially consumed. Some exceptions may be made for quality concerns; if a portion of the order is unsatisfactory, please contact us within 24 hours of receiving your delivery so we can review the issue.
How to request a refund
To request a refund, please contact our support team via +44 20 7946 0123 or through the contact form on neutralcommonslink.xyz within 24 hours of delivery. Include the order number, delivery address, a brief description of the issue, and photos if relevant. Our team will acknowledge your request and provide next steps. In cases where a refund is approved, the refund will be issued to the original payment method within a reasonable timeframe, subject to processing times and payment provider policies. If you used a promotional code or discount, the refund may be adjusted accordingly.
Partial refunds and replacements
We may offer a partial refund or a complimentary replacement item if a portion of your order did not meet quality standards. In some instances, a credit to your account at Stone & Ember Pizzeria may be issued for future use. We strive to resolve issues promptly and aim to prevent recurrence of the same problem in future orders.
Delivery issues
If your order is late or missing items, please report the issue as soon as possible. For late deliveries, we may issue a partial or full refund depending on the circumstances, including the estimated time of arrival and the overall value of the order. If your order is incomplete due to a driver error, we will work to correct the mistake quickly, usually by re-delivery or refunding the missing items.
Quality concerns
We are committed to offering high-quality pizzas and accompanying products. If you encounter a quality issue related to ingredients, temperature, or packaging, please notify us within 24 hours with supporting information. We will review and determine an appropriate resolution, which may include a replacement, credit, or refund.
Credits and loyalty
In some cases, refunds may be issued as credits to your Stone & Ember Pizzeria account rather than a direct refund to your original payment method. Credits can be applied toward future orders placed online at neutralcommonslink.xyz and are subject to the terms of our loyalty program. Please check your account balance for available credits and expiration dates.
Refunds for canceled orders
If you cancel an order before it is prepared or dispatched, you may be eligible for a full refund. Cancellations after preparation or dispatch may incur a processing fee or be refunded only for the value of uneaten items, as determined by our staff. We recommend canceling as soon as possible to maximize your refund eligibility.
Governing terms
This policy is governed by applicable consumer protection laws in United Kingdom and is subject to change without notice. We will inform customers of material changes through our website or direct communication. By placing an order with Stone & Ember Pizzeria you agree to these terms and acknowledge that refunds are determined at our sole discretion in accordance with this policy.
Last updated: 2025-10-01
Contact information
For any questions about refunds, please contact us at +44 20 7946 0123 or visit neutralcommonslink.xyz for more details, hours of operation, and our latest updates. We are committed to ensuring your satisfaction with every visit to our pizzeria and the online experience at neutralcommonslink.xyz.