Welcome to the Refund Policy of UrbanMirrorGarden. We strive to deliver delicious pizzas and a pleasant dining experience. If you are not completely satisfied with your order, we are here to help. This policy explains when refunds are offered, how to request one, and the steps we take to resolve concerns while ensuring a fair process for both customers and our team.
Scope and eligibility. This policy applies to purchases made directly from urbanmirrorgarden.xyz for dine-in, takeaway, or delivery orders from London, United Kingdom. Only orders that meet the criteria below are eligible for a refund or replacement. Perishable food items are subject to the conditions described here and in line with local regulations. If an item arrives late, cold or warm, or if the order is incorrect or incomplete, you may be eligible for a partial refund, replacement, or credit toward a future order.
Common qualifying scenarios. We offer refunds or replacements in cases where:
- The delivered order is incorrect, missing items, or substantially different from what was ordered.
- The food arrives spoiled, unsafe to eat, or has品质 concerns that render it unusable or unsatisfactory upon delivery.
- There is a significant delay that affects the quality of hot dishes or freshness of ingredients.
- You experience repeated issues with the same order type (delivery or pickup) indicating a persistent problem with service quality.
Non-qualifying scenarios. Refunds are not available for reasons such as:
- Changes of mind after the order has been prepared or dispatched, unless a local policy provides exception.
- Allergies that were not disclosed by the customer at the time of ordering, unless the restaurant failed to disclose allergens per policy.
- Promise of a discount not honored due to promotional terms unless the customer qualifies for such terms.
- Perishables after the recommended consumption window when there is no safety concern.
Refund options. When a refund is approved, you may choose one of the following options:
- Full or partial refund to the original payment method used for the order.
- Replacement item of equivalent value, when available, or a credit toward a future order.
- Refund in the form of a £-based store credit, applicable to future purchases on urbanmirrorgarden.xyz.
How to request a refund. To start a refund request, please contact us within 14 days of receipt via phone at +44 20 7946 0958 or through the support channel on urbanmirrorgarden.xyz. Include the order number, a brief description of the issue, and photos if applicable. Our team will acknowledge the request and review details to determine eligibility. We may ask for additional information to verify the order and issue resolution.
Processing time. Once a request is approved, refunds are processed within 5-10 business days to the original payment method, or as store credit the moment the resolution is confirmed. If you chose a replacement item, it will be prepared and dispatched according to our standard turnaround times for delivery or pickup.
Damaged or incorrect items. If you receive a damaged or incorrect item, please contact us immediately with order details and photos if possible. We will arrange a replacement or refund promptly and cover any reasonable costs if applicable. In some cases, a partial refund may be offered if the issue is minor and does not affect overall satisfaction.
Delivery charges and fees. Delivery fees may be refunded in full if the issue is the fault of the restaurant or if the order cannot be fulfilled as requested. Service fees or taxes are handled according to local regulations and are subject to the terms of the purchase agreement.
Discounts, promotions, and exclusions. Store credits and refunds follow the terms of the promotion and may exclude certain items or custom orders. If a promotion is no longer available at the time the refund is issued, the value of the refund will align with the price paid at purchase minus any applicable discounts that were applied at that time.
Communication and transparency. We are committed to clear and respectful communication. You will receive updates about the status of your refund request via the contact method you provide during the request. If you have questions, you can reach our customer care team at +44 20 7946 0958 or visit urbanmirrorgarden.xyz for more information.
Policy updates. We may update this Refund Policy from time to time to reflect changes in our practices or regulatory requirements. The latest version will be posted on our site. The “Last updated” date will appear here for reference: 12 October 2025.
Contact. If you have any questions about this policy or your order, please contact us at +44 20 7946 0958 or through the support page on urbanmirrorgarden.xyz. We value your trust and will work to resolve any concerns promptly and fairly.
Thank you for choosing UrbanMirrorGarden for your pizza experience in London, SW1A 1AA, United Kingdom. We appreciate your business and strive to make every delivery or visit enjoyable.