Refund Policy
Thank you for choosing Brick & Basil Pizzeria for your pizza and dining needs. We strive to deliver high quality food and service through latitudecenter.sbs. If you are not completely satisfied with your order, please review our refund policy below. This policy applies to orders placed for delivery or pickup within United Kingdom and to events organized by our venue in London, W1D 4QH; our operations are based at 12 Pizza Lane. For any questions, you may contact us at +44 20 7946 0123.
Eligibility for refunds
Refunds are considered for orders that are damaged, incomplete, or significantly delayed beyond the estimated delivery time stated at the time of purchase. To be eligible, you must report the issue within 48 hours of delivery or pickup. Items removed from the order or modified after preparation are not eligible for a refund unless they were missing components or were spoiled upon arrival. We reserve the right to request photos of the issue to evaluate the claim.
Refund options
Eligible refunds are offered as one of the following, at our discretion:
- Full or partial money back to the original payment method.
- Credit toward a future order with Brick & Basil Pizzeria.
- Replacement of items where feasible, subject to stock availability.
Processing time
Refunds approved by our team will be issued within 5–10 business days of the approval date, depending on your payment provider. Please note that processing times may vary by bank or card issuer. If you selected a store credit option, the credit will appear on your account immediately or within 1–2 business days.
Damaged or incorrect items
In cases of damaged packaging, spoiled items, or incorrect items delivered, please contact us with your order number and photos within 48 hours. We will arrange a replacement or refund promptly after review. For delivery issues, we rely on our delivery partners to verify the timestamp and route information; we may request additional details to ensure fairness and accuracy.
Non-refundable situations
We do not offer refunds for:
- Items consumed or partially consumed after delivery when the issue is not verifiable as a defect.
- Delayed pickups or delivery issues caused by factors beyond our control, such as extreme weather or third-party service disruptions, unless the delay causes substantial non-consumption of the product.
- Promotional bundles used with other offers where the benefit cannot be separated from the main item.
Exchanges
Exchanges may be offered for similar items or different sizes when the original product is found to be defective upon receipt. Availability and eligibility are determined by Brick & Basil Pizzeria upon review of the claim.
Gift cards and credits
Refunds on orders paid with gift cards or store credits will be issued as store credits or on the original payment method, as applicable. Gift card terms apply, and any remaining balance will be shown on the customer’s account.
How to request a refund
To start a refund request, please contact our customer support at +44 20 7946 0123 or reach out through latitudecenter.sbs with the following information: order number, date of purchase, items in dispute, and a brief description of the issue. Attach supporting photos if available. Our team will acknowledge your request within 1–2 business days and inform you of the next steps.
Refund confirmation
Once a decision is made, you will receive a confirmation email detailing the outcome. If approved, the refund will be processed using the method used for purchase or via store credit, per your choice. You will receive a notification when the refund has been issued, along with an estimated timeline for the funds to appear in your account.
Data and privacy
We handle all refund requests in accordance with applicable privacy laws and our data protection standards. Personal information collected for refunds is used solely to process your claim and to communicate about its status. Please review our privacy policy on latitudecenter.sbs for more details.
Last updated: October 6, 2025
Contact information
For questions about this policy or to submit a claim, contact us at +44 20 7946 0123 or via latitudecenter.sbs. Our physical address for correspondence is located at 12 Pizza Lane, London, W1D 4QH, United Kingdom.