Refund Policy

Welcome to the refund policy of Brick & Basil Pizzeria. This policy explains how we handle orders placed at skylineveranda.xyz for delivery or pickup at our pizzeria. We want you to be satisfied with your experience, and if something goes wrong, we are here to help. Prices are shown in £ and all refunds follow the terms described below. If you have questions, you can reach us at +44 20 7946 0958.

Eligibility

Our goal is to provide fresh, high-quality meals. Refund eligibility depends on the nature of the issue and the time elapsed since delivery or pickup. You may be eligible for a refund or replacement if:

• The order was not delivered within the promised time window, or delivery was not completed;
• The items received were not what you ordered, or were missing items listed on the receipt;
• The food arrived cold, undercooked, or otherwise not suitable for consumption, and it remained unsafe or unpalatable after reheating when applicable; or
• Your order was damaged in transit or the packaging was severely compromised.

Non-eligibility

Refunds are not available for:

• Complaints about taste, texture, or seasoning when the product was delivered as described and within the expected standards;
• Minor delays due to factors beyond our control, such as heavy traffic or weather, unless confirmed by our team in writing;
• Changes of mind after fulfillment, except as outlined in this policy.

How to Request a Refund

To request a refund, please contact us through our customer service channels listed at skylineveranda.xyz or call +44 20 7946 0958 within 48 hours of delivery or pickup. Include:

• Your order number and date;
• Clear description of the issue;
• Evidence such as photos if the problem involves damaged packaging or missing items.

Requests submitted after the 48-hour window may be considered at our discretion, but timely reporting helps us resolve the matter promptly.

Processing of Refunds

Approved refunds will be issued to the original payment method used at checkout. For orders paid with a gift card or store credit, refunds will be issued as store credit or as indicated by our billing team. Processing times vary by payment provider but typically take:

• 3–5 business days for credit/debit cards; and
• 5–7 business days for bank transfers or e-wallets.

Partial Refunds and Replacements

In some cases, we may offer a partial refund or a replacement item rather than a full refund. A partial refund could apply if part of the order was delivered late or with minor discrepancies. A replacement item will be prepared and delivered as soon as possible at no extra charge, subject to stock availability.

Delivery Issues

If you did not receive your order, please notify us promptly. We may request confirmation from the delivery partner or driver. In some cases, a resend or refund will be issued if the delivery cannot be located or is proved missing after investigation.

Damaged or Incorrect Items

If items arrive damaged or incorrect, please take photos of the packaging and contents and contact us within 48 hours. We will assess the situation and determine whether a replacement, refund, or other remedy is appropriate. We strive to minimize waste and offer sustainable solutions where possible.

Refunds for Special Promotions

Promotional orders or bundles may have specific refund terms. If a promotion includes multiple items, refunds will reflect the portion of the order that was affected, in line with the promotional rules available at the time of purchase.

Third-Party Payments

In cases where a third-party payment provider is used, refunds will be issued through the same provider. If a refund cannot be processed to the original payment method, we will issue a store credit for Brick & Basil Pizzeria or another mutually agreed remedy.

Contact and Updates

We may update this policy from time to time. The latest version will be posted on skylineveranda.xyz with a “Last updated” date if applicable. For any questions or to check the status of a refund, please contact us at +44 20 7946 0958 or visit our location at 25 King's Road, London, SW3 5UH, United Kingdom.

Thank you for choosing Brick & Basil Pizzeria. We appreciate your business and are dedicated to delivering quality meals and fair resolution of any issues. If you need to reference our refund terms while placing an order at skylineveranda.xyz, you can do so anytime.