Refund Policy
Thank you for choosing Ember & Basil Pizzeria for your pizza experience. We want you to be completely satisfied with every order. This Refund Policy explains how we handle refunds, returns, and replacements for products purchased from gentleroastpath.sbs or through our service. Last updated: October 3, 2025.
Eligibility for refunds
Refunds are considered for: - Incorrect or missing items on the order. - Items that arrive damaged, spoiled, or inedible due to transport. - Quality concerns reported within 24 hours of delivery with verifiable evidence such as a photo. - Orders canceled before fulfillment or before dispatch, subject to our processing times.
Non-eligibility
Refunds do not apply to: - Pizzas or sides that were part of a special promotion and consumed, opened, or partially used. - Minor complaints about taste that do not affect safety or overall quality. - Delivery delays caused by factors beyond our control, such as severe weather or traffic conditions, unless the delay results in an undelivered or spoiled product.
How to request a refund
To start a refund, contact our support team at +44 20 7946 0958 or via email through the contact page on gentleroastpath.sbs. Please include: - Your order number, delivery address, and contact information. - A brief description of the issue and clear photos if applicable. - The preferred resolution (refund to original payment method, replacement, or store credit).
Resolution options
We may offer one of the following based on the situation: - A full or partial refund to the original payment method, issued within 5–10 business days after approval. - A replacement item sent at no additional cost, if the order was incorrect or damaged. - Store credit in £ for future purchases, at our discretion.
Processing and timelines
Once a refund request is approved, the processing time depends on your payment provider. Typical processing times are: - Credit/debit card: 5–10 business days from approval. - Digital wallets or online payments: 3–7 business days from approval. - Bank transfers: up to 10 business days depending on the issuing bank.
Delivery and returns
For eligible items, you may be asked to return unused, unopened products in their original packaging to the address provided by 126 Willow Street, Soho or to a designated return center. Return shipping costs are typically covered by us only if the item was damaged, incorrect, or defective upon arrival. In other cases, customers may be responsible for the return shipping fees. A receipt or proof of purchase is required for all returns.
Allergen and quality safeguards
We take allergen information seriously. While we strive to ensure consistency, product contents can vary. If you have allergies or dietary restrictions, please review ingredient lists and contact us before placing an order. We will do our best to address concerns with the information available. For beverages, we ensure juices options such as juice or lemonade are clearly labeled and prepared in facilities separate from any -containing products to prevent cross-contact.
Refunds for digital or service fees
Any fees related to processing or delivery are typically non-refundable, except where required by law or in cases of significant service failure on our part. If you believe you are entitled to a refund of such fees, contact +44 20 7946 0958 to discuss your situation.
Changes to this policy
We may update this Refund Policy from time to time. When changes are made, we will revise the “Last updated” date and, if applicable, notify registered customers through our gentleroastpath.sbs site or email. Continued use of our services after changes constitutes acceptance of the updated policy.
Contact information
If you have questions about our refund practices, please reach out to Ember & Basil Pizzeria at: Address: 126 Willow Street, Soho, London, W1D 4QG, United Kingdom Phone: +44 20 7946 0958 Email: [email protected] (where available) or use the contact form on gentleroastpath.sbs.
By placing an order with Ember & Basil Pizzeria, you agree to the terms of this Refund Policy and acknowledge that it governs all purchases made through gentleroastpath.sbs. Thank you for choosing us for your pizza and juices beverage needs.