Refund Policy
Thank you for choosing Brick & Basil Pizzeria. We strive to provide delicious pizza and a pleasant dining experience at London, W1D 3QF in United Kingdom. This Refund Policy explains how we handle refunds, exchanges, and credits for orders placed through our site, available at lentilharvestlane.sbs. If you have any questions, please contact us at +44 20 7946 0123.
Eligibility for refunds: Our goal is to ensure satisfaction with every order. Refund eligibility applies to purchases made directly through our website for takeaway or delivery orders. To qualify for a refund, a request must be submitted within 48 hours of the original order time and must be accompanied by documentation such as order number, contact details, and a brief description of the issue. We reserve the right to assess every claim on a case‑by‑case basis. Items delivered late, missing components, or incorrect toppings may be eligible for a full or partial refund, depending on the circumstances.
Non‑refund scenarios: Refunds are not available for issues caused by customer errors, such as selecting the wrong item, delivering to an unintended address, or consuming items in good condition. We do not provide refunds for orders that have already been consumed or for minor differences in portion sizes that are within standard kitchen tolerances. In cases where a substitution was requested by the customer and a different item was delivered, we will review the claim and offer a resolution that may include a replacement item or credit rather than a cash refund.
How to request a refund: To initiate a refund request, please contact our support team via +44 20 7946 0123 or through the contact form on lentilharvestlane.sbs. Include your order number, date, a brief description of the issue, and any supporting photos if relevant. Our team will respond within 1–2 business days and may request additional information. Refunds are issued to the original payment method where possible. If a refund method is not available, we will offer a store credit for use on future orders.
Processing time: Once approved, refunds typically appear on your payment method within 3–7 business days, depending on your bank or card issuer. For orders paid with third‑party services that do not allow direct refunds to the original method, we will issue a store credit of equal value to £ amount, valid for 12 months from the date of issue.
Damaged or missing items: If an item arrives damaged or if part of your order is missing, please notify us as soon as possible. We may request photographs to verify the issue. In such cases, we may offer a replacement, a credit, or a refund at our discretion. We aim to resolve these incidents promptly to minimize disruption to your experience at London.
Quality policy: We take pride in the quality and safety of our food. If you receive an item that does not meet our quality standards, please let us know within 24 hours of delivery. We may request photos of packaging, ingredients, and the prepared item. When approved, we will offer a prompt remedy, which may include a replacement meal, credit, or refund in £.
Special notes for events and large orders: For catering or large group orders, refunds and adjustments follow a separate schedule. Additional terms may apply, and we will communicate them at the time of inquiry. We encourage customers to review the terms for such orders before confirmation.
Non‑ic beverage substitutions: Where a beverage is included as part of a menu or promotion, and it is unavailable, we may substitute it with a comparable non‑ic option such as fresh juice or lemonade. Any such substitution will maintain the total value of the order unless adjusted by mutual agreement.
Contact and updates: We reserve the right to modify this Refund Policy at any time. The latest policy will be posted on lentilharvestlane.sbs and will apply to orders placed after the update date. Last updated: October 3, 2025.
Governing law and jurisdiction: This policy is governed by the laws of United Kingdom of the registered establishment location. Any disputes shall be resolved in the appropriate courts serving London.
By placing an order with Brick & Basil Pizzeria through lentilharvestlane.sbs, you agree to the terms outlined in this Refund Policy. We appreciate your trust and aim to deliver an enjoyable dining experience with every visit to our pizzeria.