Refund Policy
Welcome to Ember & Oak Pizzeria. We strive to provide delicious, high‑quality food from our kitchen at 14 Pizza Lane, London, W1D 3QG, United Kingdom. This Refund Policy explains how we handle refunds, exchanges, and cancellations for orders placed through our website at freshgoldensource.xyz or by phone at +44 20 7946 0123. By ordering from us, you agree to the terms described below.
Last updated: October 13, 2025
General principles
We understand that a mistake or mismatch can occur during food ordering. Our goal is to ensure your satisfaction while balancing the needs of our kitchen, delivery partners, and other guests. If you are unhappy with your order, please contact us within 24 hours of delivery so we can review and address your concern promptly.
Refund eligibility
- Damaged or incorrect item(s) received: A refund or replacement may be issued if the product does not match what was ordered or arrives in a damaged condition.
- Late delivery that affects your experience: If delivery is significantly delayed and you are unable to enjoy the meal as intended, you may be offered a refund or a discount on a future order.
- Quality concerns: If a dish does not meet our stated standards for taste, temperature, or presentation, please contact us so we can assess the issue and offer an appropriate remedy.
- Allergy or dietary misrepresentation: In cases where a dish contains an ingredient conflicting with stated dietary requirements, a refund or alternative will be considered after verification.
Non‑refund situations
- Orders that have been prepared and delivered as requested, with no visible issue.
- Partial consumption of a dish where no quality issue exists.
- Promotions, discounts, or special‑menu items, unless specified otherwise in the promotion terms.
How to request a refund or replacement
To begin a refund or replacement request, please contact our team at +44 20 7946 0123 or via the contact form on our website at freshgoldensource.xyz. Include your order number, delivery address, a short description of the issue, and any supporting photos if applicable. Requests must be submitted within 24 hours of delivery for consideration.
Processing and timeline
Once your request is received, our team will review the details and determine the appropriate remedy. If approved, refunds will be issued to the original payment method within 5–7 business days, depending on the processing times of your bank or payment provider. If a replacement dish is chosen, we will arrange a new delivery at no additional cost, subject to availability and mutual scheduling.
Partial refunds and credits
In some cases, we may offer a partial refund or a courtesy credit toward a future order, rather than a full refund. The amount will reflect the specifics of the issue, including item value, delivery charges where applicable, and promotional considerations. Credits expire after a reasonable period determined by Ember & Oak Pizzeria.
Delivery charges and regional considerations
Refunds for delivery charges may be issued when the issue is attributable to courier delay or incorrect fulfillment. If the order was delivered within our stated delivery window and the issue is not delivery‑related, delivery charges may still be non‑refundable in accordance with local regulations and our internal policies.
Privacy and data handling
We process refund requests in line with our privacy practices. Personal data submitted for refunds is used solely for the purpose of processing refunds and improving service. We do not share this information with third parties beyond those necessary to fulfill the refund, such as payment processors and delivery partners.
Contact details
For any questions about this policy or to request a refund, contact +44 20 7946 0123 or visit freshgoldensource.xyz for more information. Our kitchen and team are committed to delivering a satisfying dining experience from 14 Pizza Lane, London to your table in W1D 3QG, United Kingdom.
Note: To preserve a positive dining experience, we do not discuss refunds publicly. All refund discussions are handled directly with the customer in a respectful and timely manner. Prices are shown in £ unless otherwise stated.