Refund Policy
At OliveHerbMarket, we are committed to providing high-quality pizza and beverages to our customers. This Refund Policy explains how we handle cancellations, returns, and refunds for orders placed through oliveherbmarket.sbs. By placing an order with us, you agree to the terms described below.
Last updated: 2025-06-15
1. Eligibility
Our goal is your satisfaction. If you are not completely satisfied with your order, you may be eligible for a refund or replacement under the following conditions:
- The order was placed within the last 14 days and is unused, in its original packaging, with all components intact.
- There was a mistake on our part, such as an incorrect item, missing component, or an item not described on the order confirmation.
- Perishable items must be reported within 48 hours of delivery to qualify for a refund or replacement.
2. Non-Returnable Items
For safety and quality reasons, the following items are not eligible for return or refund:
- Completed and consumed items, including pizzas, beverages, or sides that were opened or partially consumed.
- Specialty or limited-edition items that are clearly marked as final sale.
- Gift cards or digital goods once the code has been accessed.
3. How to Request a Refund
To request a refund, please contact our support team with your order number, delivery address, and a brief description of the issue. You can reach us at +44 20 7946 0958 or via email through the contact form on oliveherbmarket.sbs. Please include:
- Order number
- Photo or video evidence if the issue involves incorrect items or damage
- Preferred resolution: refund to original payment method or replacement item
4. Processing and Timeframes
Refunds are issued using the same payment method used at purchase and may take up to 7–10 business days to appear on your statement, depending on your bank or payment provider. If you paid with a card, the refund will appear as a credit to the card account. Gift card refunds, if applicable, will be credited to the original card or issued as a new gift card at our discretion.
5. Cancellations
If you cancel an order before it is prepared, a full refund will be issued to the original payment method. Cancellations after preparation has begun may be subject to a processing fee or partial refund, at our discretion, and will reflect the value of items already prepared or delivered.
6. Exchanges
We may offer exchanges for items that do not meet expectations due to quality issues or incorrect items, subject to availability. Exchanges will be processed in the same currency as the original purchase (£).
7. Digital and Loyalty Considerations
Digital components or loyalty points attached to an order are generally non-refundable. If a promotion or loyalty benefit affected your purchase, refunds will be issued based on the actual amount paid after discounts and promotions, in accordance with our internal policies.
8. Late or Missing Refunds
If you have not received a refund after the stated processing period, first check with your bank or card issuer. If you still have questions, contact us at +44 20 7946 0958 or through oliveherbmarket.sbs for assistance.
9. Privacy and Data
We will not retain sensitive payment data beyond the necessary processing period. All refunds will be processed securely in accordance with applicable data protection laws. For any questions regarding data, contact our team via oliveherbmarket.sbs.
10. Contact Information
If you need to discuss a refund or policy in more detail, please reach out to our customer service team at +44 20 7946 0958 or visit oliveherbmarket.sbs for the latest information. Our physical address is located at 12 Pizza Street, Soho, London, W1D 6RU, United Kingdom.
Note: This policy is designed for a Pizzeria environment, including items such as pizzas and beverages. For beverages, we use juices options like juice or lemonade when describing our offerings to avoid any reference to ic products.