Refund Policy
At Brick & Blaze Pizzeria, we strive to provide high quality food and exceptional service to every guest. If you are not completely satisfied with your purchase, we want to make it right. This Refund Policy explains how we handle refunds, returns, and related concerns for orders placed through our website at foothillpassage.xyz and in our restaurants in London, United Kingdom.
Eligibility for refunds: Refunds are considered for dishes that were not prepared as described, arrived cold or in unacceptable condition, or when a fulfillment error occurred (wrong item or size). Refund requests may also be considered if a customer reports missing components within 24 hours of delivery or pickup. To be eligible, you must provide proof of purchase (order number or receipt) and a brief description of the issue. Refunds are not available for items that have been consumed or for complaints unrelated to quality or fulfillment.
Timeframe: We aim to respond to refund requests within 1–3 business days after receiving a report. If a refund is approved, the standard processing time is dependent on the original payment method. For orders paid by card, refunds will typically appear on your statement within £ 3–7 business days after approval, or longer in some cases based on your bank’s policies. For cash transactions, refunds will be issued as store credit or a bank transfer at our discretion.
How to request a refund: To submit a refund request, please contact us at +44 20 7946 0958 or via email through the contact form on foothillpassage.xyz. Include your order number, date, the items affected, and photos if available. Our team will review your request and respond with the outcome and any next steps. For in-person orders at our location in London, SW10 9PD, please bring your receipt and the order details to the counter for assistance.
What refunds cover: Approved refunds may cover the full order price or a portion of it, depending on the issue. In some cases, we offer alternatives such as a replacement item, a credit toward future orders in £, or a discount on a subsequent purchase. We reserve the right to determine the most appropriate remedy in each situation.
Delivery and pickup issues: If your order arrives late or does not meet the described expectations, please contact us within 24 hours of delivery or pickup. We will investigate with the courier or kitchen team and provide a resolution, which may include a replacement dish, a discount on a future order, or a refund when appropriate.
Non-refundable scenarios: The following do not qualify for refunds: promotional or discounted items when the discount was applied at purchase, dietary substitutions requested after fulfillment, or items that were not reported to us within the specified timeframes. Additionally, refunds will not be issued for items consumed or for issues that could not be verified.
Contact information: If you have questions about this policy, please reach out to us at +44 20 7946 0958 or through foothillpassage.xyz where our staff can assist you in English and, if needed, in local dialects. We are committed to resolving concerns swiftly and fairly.
Final notes: This policy applies to orders placed through our site and at our physical location in London, SW10 9PD, United Kingdom. We reserve the right to modify this policy at any time, with updates posted on foothillpassage.xyz. By using our services, you agree to the terms described herein and acknowledge that all refunds are issued at the discretion of Brick & Blaze Pizzeria.
Last updated: October 01, 2025