Refund Policy
Thank you for visiting PizzaPiazza Crust & Crown Pizzeria Napoli Flame Bella Mozza Pizzeria Veloce Slice Stone Hearth Pizzeria. We are committed to delivering high quality food and service. This Refund Policy explains how we handle refunds, replacements, and credits for orders placed through our website, phone, or in-house at London, WC2E 9HA, United Kingdom.
Eligibility
Our goal is to provide fresh, delicious pizzas and meals. If you are not fully satisfied with your order, you may be eligible for a refund, replacement, or store credit. To be eligible, you must contact us within 48 hours of receipt and provide documentation such as order number, delivery time, and a brief description of the issue. The issue must concern food quality, accuracy of order, or timing problems that affected your dining experience. We reserve the right to assess each request on a case‑by‑case basis and to request supporting photos or other evidence where appropriate.
Non‑Refundable Situations
Refunds may be declined for reasons including but not limited to:
- Requests made after the 48 hour window from delivery or pickup.
- Altered or consumed items where the impairment cannot be verified.
- Delivery delays caused by customer‑initiated changes or external factors outside our control that do not affect the product quality.
- Promotional or special event items where a replacement or credit is deemed not feasible.
Refund Options
If your order is eligible, you may choose one of the following options:
- Full refund to the original payment method within 5–10 business days, depending on your bank or payment provider.
- Replacement item delivered at no additional cost if the original item is unavailable or unsatisfactory.
- Store credit for future purchases equivalent to the value of the eligible portion of the order, redeemable at thatchfieldgrove.sbs.
Process
To initiate a refund or replacement, please contact our customer team at +44 20 7946 0123 or via our website contact form at thatchfieldgrove.sbs. Include your order number, delivery address, a brief description of the issue, and any supporting photos if applicable. Our team will review your request promptly and respond within 1–2 business days. If approved, refunds are issued to the original payment method or as store credit, as requested.
Delivery and In‑Store Orders
For orders placed for delivery, refunds and replacements apply to the delivered items. For in‑store pickups, refunds are processed upon return of the item to the store staff, provided the item is in its original packaging and has not been fully consumed. If you require dietary accommodations, please notify us at the time of ordering to avoid issues; however, refunds may still be considered in accordance with this policy if a miscommunication occurred.
Third‑Party Payment Providers
Refunds processed via third‑party payment providers (e.g., card networks or digital wallets) may take additional time depending on the provider’s policies. Once approved, we will notify you of the expected timeline for the reversal to your account, which typically ranges from 3 to 10 business days for banks and e‑wallets. Refunds are issued in £ unless a store credit option was selected.
Policy Updates
We may update this Refund Policy from time to time. The latest version will be posted on thatchfieldgrove.sbs with an updated “Last updated” date. If a substantial change affects existing refunds, we will notify affected customers directly when possible.
Contact Information
For any questions about this policy, contact us at:
PizzaPiazza
Crust & Crown Pizzeria
Napoli Flame
Bella Mozza Pizzeria
Veloce Slice
Stone Hearth Pizzeria
12 Fleet Street, City of London, London, WC2E 9HA, United Kingdom
Phone: +44 20 7946 0123
Website: thatchfieldgrove.sbs