Refund Policy
At PineFlower, we take pride in the quality of the delicious pizzas we deliver from our kitchen at 43 Bedford Street, Westminster, London, United Kingdom to your doorstep. Our refund policy, effective as of March 1, 2023, outlines the circumstances in which we can offer a refund or replace your order. By placing an order through our website, pineflower.sbs, or at our location, you are agreeing to this policy.
General Policy
If you are dissatisfied with your order for any reason, we encourage you to contact us immediately at +44 20 7946 0958. Our goal is to ensure your satisfaction, and we will do our best to resolve any issues you may have experienced.
Quality Issues
If your pizza does not meet our high-quality standards, you may be eligible for a full or partial refund. We require photographic evidence of the issue sent to our customer service team within 2 hours of the order delivery. Examples of quality issues include incorrect toppings, undercooked dough, or any other deviation from the product you ordered.
Delivery Issues
If your pizza arrives late, damaged, or not at all, please contact us immediately. In the case of significant delays or the unlikely event of not receiving your pizza, we will offer a replacement order or a refund to the original payment method. The amount refunded will be determined by the nature of the issue.
Order Cancellation
An order may be canceled up to 5 minutes after placement without charge. Cancellations beyond this timeframe may incur a fee since your order might already be in preparation or out for delivery. If you must cancel an order after 5 minutes, please call us as soon as possible, and we will determine if a cancellation is feasible.
Refund Processing
Once approved, refunds will be processed to the original payment method within 7-10 business days, depending on your bank or credit card provider.
Non-Refundable Items
Non-returnable items include sodas, lemonade, and any other beverage once delivery has been completed. If there is an issue with any non-returnable item, please contact us, and we will evaluate potential compensation on a case-by-case basis.
Late or Missing Refunds
If you haven’t received a refund yet after the 10 business days, contact your bank or credit card company. It may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at +44 20 7946 0958.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit equivalent to the value of your return. Once the returned item is received, a gift certificate will be mailed to your address.
Contact Information
For assistance, or if you have any questions regarding our Refund Policy, please contact us at:
- Phone: +44 20 7946 0958
- Address: PineFlower, 43 Bedford Street, Westminster, WC2E 9HA, London, United Kingdom
PineFlower reserves the right to modify this Refund Policy at any time without prior notice. Please review it periodically for any changes. Your continued patronage of PineFlower following the posting of any changes to this policy will mean you accept those changes.