Refund Policy
Thank you for dining with UrbanLattice Pizzeria! We hope you have enjoyed our delicious pizzas and the cozy atmosphere of our pizzeria located at 57 Windmill Street, Fitzrovia, London, United Kingdom, W1T 2DZ. This Refund Policy applies to purchases made through our website urbanlattice.cyou or directly at our establishment. We value your satisfaction and outline below our policy on refunds.
Returns and Refunds
If there is an issue with your order, please contact us immediately at +44 20 7580 1919 so we can address your concerns. We strive to ensure that every pizza we serve meets our high standards of quality and taste. In the rare event that your order does not satisfy, we offer the following refund options:
- Incorrect Order: If you receive a pizza that is different from your receipt, we apologize for the inconvenience. Please call us as soon as you notice that there has been an error in your order. You may come to pick up the correct pizza or request a new delivery as long as it is done on the same day as the original purchase.
- Quality Concern: Your pizza should reach you in the best condition. If you believe the pizza is not up to our promised standards, please contact us within 2 hours of receipt. We will need a detailed explanation and photo evidence sent to our email to process a refund or a replacement.
- Order Cancellation: If you need to cancel your order, please call us at least half an hour before the scheduled delivery or pickup time. If the order has already been prepared or delivered, we cannot offer a refund.
Please note that we do not offer a refund for any product that has been consumed, unless there is a fault. This means that if a pizza has not been started or finished due to a quality issue, we will need photographic evidence and a full return of the remaining product where possible.
Process for Requesting a Refund
- Please contact us with your order number and the issue at hand.
- Attach photographic evidence if you are reporting a quality concern.
- We will confirm receipt of your request and inform you of the next steps. Refunds or replacements are subject to our review of the situation.
All refunds will be issued in the original form of payment. If a credit card was used, refunds will be processed to the same credit card. Refunds can take up to 10 business days to reflect on your statement, depending on your card issuer's policies.
Exceptions
The following circumstances typically do not meet our criteria for a refund:
- Dislikes or changes of heart regarding pizza toppings or crust type.
- A delay in order delivery or pickup due to factors out of our control, such as traffic conditions or severe weather.
- Orders that have been completed and where the complaint is not related to quality or incorrectness of order.
- Minor deviations from the menu description that do not substantially alter the character of the item.
Non-Refundable Items
Unfortunately, we cannot offer refunds for beverages such as sodas or lemonades once they have been opened. Similarly, we do not refund for any side items such as extra sauces or condiments after they have been opened or partially used.
Changes to Our Refund Policy
UrbanLattice Pizzeria may update this Refund Policy from time to time. We will notify you of any changes by posting the new policy on our website. The policy was last updated on January 1, 2023.
Contact Us
If you have any questions or concerns regarding our Refund Policy, please contact us at +44 20 7580 1919. We are committed to ensuring you have a delightful experience with UrbanLattice Pizzeria.