Refund Policy
At Brick & Basil Pizzeria, we strive to deliver delicious meals with warmth and care. If you are not completely satisfied with your order, this policy explains how refunds and credits are handled for deliveries and takeout from London, United Kingdom. This policy applies to orders placed directly through our site at windwardcollective.sbs or by phone at +44 20 7946 0200.
Eligibility
Refunds may be offered for eligible orders in the following cases: the order arrived late beyond the promised time, the delivered items were incorrect, or the items were cold or not in good condition. We reserve the right to assess each situation on its own merits. Refunds are not guaranteed for minor issues or partial satisfaction, but our team will review every request and aim to reach a fair resolution.
Timeframe for requests
To request a refund, please contact us within 24 hours of delivery or pickup. Include your order number, the delivery address, and a brief description of the issue. For online orders, you may submit a claim through our site at windwardcollective.sbs or call +44 20 7946 0200. We typically respond within 1–3 business days to confirm eligibility and next steps.
Refund methods
Approved refunds are issued using the original payment method once the claim is verified. Depending on your bank or card issuer, it may take 5–10 business days for the credit to appear on your statement. In some cases we may offer a store credit or a replacement item instead of a direct refund, at our discretion. The amount refunded will reflect the price of the affected items, excluding any non-refundable charges such as delivery fees, unless mandated otherwise by local law.
Delivery and takeout refunds
Refunds for delivery or takeout are typically considered if: (a) the order is missing items, (b) the wrong items were delivered, (c) items arrive inedible or spoiled due to improper handling, or (d) the order arrives significantly late without prior notification and reasonable apology from our team. In the case of a partial issue, we may offer a proportional refund or a discount on a future order. We may request photographic evidence to process the claim.
Perishable items and substitutions
Because food is perishable, refunds for certain items may be limited. We may offer replacements, credits, or discounts on future orders instead of full refunds for items that cannot be returned or replaced. Our goal is to ensure your satisfaction while maintaining quality and safety standards.
Order modifications and cancellations
Orders placed for delivery with scheduled times may be canceled up to 15 minutes before the confirmed delivery window for a full refund of the item price and applicable fees. Cancellations for dine-in or pickup ordered through our site or by phone are subject to standard processing rules. Any third-party processing fees are non-refundable unless required by law or stated at the time of purchase.
Fees and taxes
Refunds will exclude non-refundable charges, such as certain delivery fees, taxes, and promotional discounts, unless required otherwise by local law. If a promo code was used, the refund will reflect the portion of discount applicable to the refunded items.
Dispute resolution
If you disagree with our decision, you may request a review by contacting us again at +44 20 7946 0200 or windwardcollective.sbs. We will provide a written explanation of the basis for our decision and any additional steps available to you. We aim to resolve disputes promptly and fairly in accordance with local consumer protection laws.
Data and privacy
Refund requests require processing personal data to verify orders and protect against fraud. We handle all information in compliance with our privacy policy and applicable local regulations. For privacy inquiries, contact our support team through windwardcollective.sbs or call +44 20 7946 0200.
Contact information
If you need further assistance, please reach out to us at +44 20 7946 0200 or visit windwardcollective.sbs for the most current policy, terms, and contact methods. Our physical address is located at 112 Old Street, EC1V 9BD, London, United Kingdom.