StudioHarborSystem

Refund Policy

At StudioHarborSystem, we strive to deliver delicious meals and a pleasant dining experience. This Refund Policy explains how we handle returns, refunds, and credits for purchases made through our online ordering platform and at our pizzeria location. By placing an order with us, you agree to the terms described below.

Scope and Eligibility

Our refunds cover orders for which a customer did not receive the items as described, arrived in an unacceptable condition, or was incorrect due to our mistake. Eligible refunds may include full or partial reimbursements, replacement meals, or store credits. To be eligible, requests must be made within 14 days from the date of purchase and accompanied by order details, photos of the issue where applicable, and a brief description of the problem. We reserve the right to determine whether a refund is warranted based on the information provided.

How to Request a Refund

Requests can be submitted through our customer service channels: by phone at +44 20 7946 0123 or via email through our support page at studioharborsystem.xyz. Please include your order number, the date and time of purchase, and a concise explanation of the issue. For in-person purchases, you may visit our location at 12 Pizza Lane, London, W1W 7LT, United Kingdom to resolve the matter directly with our staff.

Processing Time and Resolution

Once a refund request is received, our team will review the case and respond within 3–5 business days. If the claim is approved, a refund will be issued using the original payment method within 5–7 business days, or we may offer a replacement order or store credit at our discretion. The exact timing depends on your bank or card issuer, which may require additional processing time beyond our control. For orders paid in cash at our location, refunds will be issued as store credit or a direct payment at the discretion of the management.

Partial and Full Refunds

Partial refunds may be issued if only part of the order was affected, while a full refund may be provided for significant issues or missing items. In some cases, we may offer a replacement item of equal or greater value rather than a cash refund, particularly for repeat customers or high-demand items. Store credits issued will be valid for 12 months from the date of issue and can be used toward any future order on the platform or at our physical location.

Non-Refundable Scenarios

Refunds are not available for orders that were delivered correctly according to the order details, or for items that were consumed or partially consumed. Changes to an order after dispatch may affect eligibility. We do not provide refunds for promotions, special discounts, or third-party delivery service fees beyond what is allowed by applicable law. Damaged packaging alone, without evidence of compromised food safety or quality, may not qualify for a refund.

Quality and Food Safety Standards

We take food safety seriously. If you believe your meal did not meet our quality standards, please contact us promptly with clear photos and information about the issue. We may request the return of unopened items or packaging in some cases to verify the concern. Our commitment is to correct genuine issues in a timely manner while ensuring safety and fairness for all customers.

Gift Cards and Credits

Gift cards or store credits issued as refunds will be tracked in our system and are subject to our general terms and expiration dates. Any balance on a gift card remains the property of StudioHarborSystem and may be used toward future purchases until the balance is exhausted or the card expires, whichever comes first.

Geographic Availability

Refunds are offered in the location where the order was placed or fulfilled, subject to local laws. If you placed an order online from London, United Kingdom but received a service or product from a different branch, please contact us to arrange appropriate resolution. We will make every reasonable effort to resolve your issue in a fair and timely manner.

Security and Privacy

We handle all personal information in compliance with applicable privacy laws. Your data will be used solely to process refunds, verify orders, and improve our service. We do not share your payment details with third parties beyond the payment processor necessary to complete the transaction.

Policy Updates

We may update this Refund Policy from time to time. Last updated: August 15, 2025. Any changes will be posted on our site and reflected in the policy. If you continue to order from us after modifications, you acknowledge and accept the updated terms.

For any questions about our Refund Policy, contact StudioHarborSystem at +44 20 7946 0123 or visit studioharborsystem.xyz for more information.