Refund Policy
Welcome to Crust & Ember Pizzeria's Refund Policy. This document outlines how we handle refunds, exchanges, and cancellations for orders placed at sprucetopcollective.sbs and in our physical locations serving customers in London, United Kingdom with postal code WC2N 5DU. Our aim is to provide fair and transparent procedures to ensure your satisfaction with every visit and delivery from Crust & Ember Pizzeria. Last updated: October 06, 2025.
1. Eligibility for refunds
Refunds are considered for orders that were misprepared, damaged during delivery, or not delivered within the agreed time window, provided your order details and photos (where applicable) are submitted within 24 hours of receipt. For dine-in purchases, refunds apply to items that are returned to staff within 30 minutes of service with intact packaging or plateware. Each claim should include the order number, date, and a brief description of the issue. If a mistake occurred on our part, we will offer a full or partial refund depending on the severity of the issue.
2. Non-eligible items
Refunds are not offered for completed orders where food safety standards were followed and the item has been consumed. We do not refund beverage selections that were served as designed unless there is a quality defect evident upon delivery. If you request a replacement or adjustment, we may offer a substitute item, a credit to Crust & Ember Pizzeria, or a fresh order at no additional charge if approved by our team.
3. How to request a refund
To request a refund or discuss an adjustment, contact our support team at +44 20 7946 0958 or via the contact page on sprucetopcollective.sbs. Please include the order number, contact details, and a concise description of the issue, with supporting evidence such as photos where possible. We typically respond within 1–3 business days and will advise on the appropriate remedy, which may include a refund, replacement, or credit toward future purchases at £ terms.
4. Processing time
Approved refunds will be processed to the original payment method within 5–10 business days, depending on your bank or payment provider. If you paid by card, you may see the refund on your statement within 3–7 business days after processing. For in-person payments or cash purchases, refunds will be issued in the form of a bank transfer or shop credit to Crust & Ember Pizzeria at our discretion.
5. Cancellations
Orders canceled prior to preparation are eligible for a full refund. Cancellations after preparation has begun may be refunded partially or converted to a credit toward future orders, subject to review by our management team. For menu items that require customization, refunds will be assessed case by case to avoid waste and ensure fairness to both parties.
6. Exchanges and store credit
In some cases, we offer exchanges or store credits instead of direct refunds. If you prefer an exchange, we will provide a comparable item or adjust the price difference accordingly. Store credits are issued with a clear expiration date and can be used toward any future order placed at sprucetopcollective.sbs or in our venues in London, United Kingdom.
7. Returns outside our jurisdiction
If you are outside our main operating area, refunds and credits may be limited or subject to local laws. We will strive to provide reasonable options in alignment with applicable regulations. All interactions are governed by local consumer rights and our policies to avoid confusion.
8. Data privacy and contact
We review all refund requests with care, keeping your personal information secure. For questions regarding your refund, contact +44 20 7946 0958 or visit sprucetopcollective.sbs. You may also reach us at our physical location: 12 Pizza Lane, London, WC2N 5DU, United Kingdom.
Note: This policy may be updated periodically. The version posted at sprucetopcollective.sbs governs any given transaction. By placing an order or visiting our venues, you agree to the terms herein and acknowledge that Crust & Ember Pizzeria reserves the right to interpret and apply these rules as needed to ensure fair handling of all refunds, exchanges, and cancellations.