Refund Policy
Last updated: October 2, 2025
At Ember & Crust Pizzeria, we want every slice and salad to reach you fresh, hot, and exactly as ordered. This Refund Policy describes how we handle cancellations, returns, and refunds for purchases made through meadowlumbercraft.sbs, by phone at +39 081 123 4567, or at our location: Via dei Tribunali 32, Historic Center, Naples, 80138, Italy. By placing an order, you agree to the terms below.
Eligibility for Refunds
Please report any issue with your order as soon as possible and no later than 24 hours after receipt. We may request your order number, a brief description, and photos of the item(s) so our team can investigate and resolve the matter quickly.
Order Issues We Cover
- Incorrect items, size, crust, or toppings compared to your receipt.
- Missing items such as sides, sauces, desserts, or beverages (e.g., juice or lemonade).
- Quality concerns, including undercooked, overcooked, or otherwise unsatisfactory food.
- Damaged or spilled items, or food that arrives noticeably cold due to handling.
- Delivery that significantly exceeds the quoted time window without prior notice.
When an issue is confirmed, we will offer one of the following: a prompt remake for pickup or delivery, a store credit, or a refund to your original payment method.
Cancellations
- Before preparation: If you cancel before we begin preparing your order, you are entitled to a full refund.
- After preparation begins: Because ingredients are perishable and pizzas are made to order, cancellations may qualify for a partial refund or store credit at our discretion.
- Ready or out for delivery: Orders that are ready for pickup or already dispatched are generally non‑refundable unless we made an error or a service failure occurred.
Delivery and Pickup
If our driver cannot complete delivery due to an incorrect address or inability to reach you, we may contact you to arrange a second attempt. Additional fees may apply. For pickup orders, please collect your items during the ready window indicated at checkout; unclaimed orders may not be refundable.
How to Request a Refund
Contact us via +39 081 123 4567, submit a request at meadowlumbercraft.sbs, or visit our store with your receipt. Please include your name, order number, order time, and photos (if applicable). Most cases are reviewed within one business day.
Refund Method and Timing
Approved refunds are issued in € to the original payment method whenever possible. Cash purchases may be refunded in cash at the store. Card and digital payments are returned to the same account; processing times vary by bank or provider and may take 3–10 business days after approval. Store credits are applied to your Ember & Crust Pizzeria account for use on future orders.
Non‑Refundable Items and Exceptions
- Specially customized or large catering orders may require a deposit that becomes non‑refundable if canceled within 24 hours of the scheduled time.
- Any product consumed beyond a reasonable tasting portion or returned without the original packaging may not be eligible for a refund.
- Promotional items offered as a free bonus are not exchangeable for cash or credit.
- Orders placed through third‑party marketplaces may need to be resolved directly with that service under its policies.
Chargebacks
If something went wrong, please allow us to assist you first. We work hard to resolve concerns fairly and quickly and can often provide a faster solution than a payment dispute.
Changes to This Policy
We may update this Refund Policy from time to time to reflect menu, service, or legal changes. The version posted on meadowlumbercraft.sbs is the governing version.
Contact
Ember & Crust Pizzeria — Via dei Tribunali 32, Historic Center, Naples, 80138, Italy | +39 081 123 4567 | meadowlumbercraft.sbs