Refund Policy
Thank you for your purchase at PebbleLane. We pride ourselves on providing high-quality food and exceptional customer service. Below is our refund policy for purchases made on our website pebblelane.sbs or in our store located at WC2E 9HA, United Kingdom, London, 43 Bedford Street, Westminster.
Cancellation Policy
For any cancellations, please contact us immediately at +44 20 7946 0958. Orders can only be cancelled within 10 minutes of placing the order. After 10 minutes, we begin preparing your order and no longer will be able to cancel it.
Refund Policy
If you are unsatisfied with your order, please contact us within 2 hours of receiving your meal. Refunds or exchanges are decided on a case-by-case basis. Here are the circumstances under which a refund may be granted:
- If your order is incorrect or incomplete upon delivery or pickup.
- If your food is not prepared to your specifications (e.g., incorrect toppings, undercooked).
- If your order has not been delivered within a reasonable time frame and you have not received any prior notification of a delay.
Non-Refundable Items
The following items are non-refundable:
- Gift cards.
- Promotional items.
- Any food items that have been consumed or partially consumed.
- Orders that have not been collected on the scheduled pickup day without prior notice.
Refund Process
To start a refund request, you must provide a receipt or proof of purchase. Assuming the refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days depending on your bank's policies.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at +44 20 7946 0958.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email detailing the issue and attach photo evidence, if applicable. We will notify you of the approval or rejection of your exchange.
Amendments to Refund Policy
PebbleLane reserves the right to amend this refund policy at any time. Latest policy will be posted on our website (pebblelane.sbs), effective immediately upon posting to our website.
Contact Us
If you have any questions about our refund policy, please contact us at +44 20 7946 0958.