HeatherFen

Refund Policy

Last updated: March 12, 2023

Thank you for dining at HeatherFen. We take pride in offering you high-quality meals and want to ensure that you have a satisfying experience. Please read the following policy concerning refunds, which applies to orders made through our website, heatherfen.sbs, or in-person at our pizzeria located at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.

Cancellation before Order Fulfillment

If you need to cancel your order before it has been prepared, please contact us immediately at +44 20 7946 0958. We will do our best to accommodate your request. If the order has not yet been made, a full refund in £ will be issued to the original payment method. Cancellation requests received after the order has been prepared for dispatch or pickup will not be eligible for a full refund.

Non-Delivery

In the rare case that an order is not delivered, please call us at +44 20 7946 0958 to report the issue. If it's confirmed that the order was lost or not delivered due to an error on our part, you will be offered a full refund or the opportunity to have the meal redelivered at no additional charge.

Quality Concerns

If you're not satisfied with the quality of the product received, please contact us within 2 hours of your meal's delivery or pickup. Provide a detailed description of what was unsatisfactory, and, if possible, include photographs. We take customer feedback seriously and, upon review, we may issue a partial or full refund, or a voucher for future use. Your satisfaction is important to us, and we strive to correct any issues you may encounter.

Wrong Order

If you received a meal different from what you ordered, please contact us immediately at +44 20 7946 0958. We will arrange to send the correct item as soon as possible or offer a refund or voucher as compensation for the error.

Returns

Due to the perishable nature of our products, we do not accept physical returns of food items. Refunds will be processed based on the criteria outlined in this policy.

Refund Processing Time

All refund requests will be processed within 3 to 5 business days of confirmation of the request. The funds will be credited back to the original payment method. Please note that the time frame for the refunded amount to reflect in your account may vary depending on your bank or credit card issuer.

Contact Us

If you have any questions or concerns about your order or this refund policy, please contact us at +44 20 7946 0958. Our customer service team will be happy to assist you.

Policy Modifications

We may update this refund policy from time to time in order to reflect changes in our practices or for other operational, legal, or regulatory reasons. Such modifications will be effective immediately upon posting on heatherfen.sbs.

Disclaimer

HeatherFen assumes no liability for any non-direct damages resulting from customers' orders. This Refund Policy does not affect your statutory rights.