At Crust Country, we strive to provide you with the highest quality food and service. We understand that sometimes issues may arise, and we are committed to resolving them fairly and efficiently. This Refund Policy outlines the circumstances under which we provide refunds, store credits, or replacements for orders placed through our website, mobile application, or by phone.
You may be eligible for a refund, store credit, or replacement in the following situations:
To request a refund or report an issue with your order, please follow these steps:
Our customer service team will review your request and respond within 24-48 hours. If your refund is approved, we will process it according to the payment method you used for the original order.
Depending on the nature of the issue and your preference, we may offer one or more of the following resolutions:
Once a refund has been approved, the processing time depends on your payment method:
Please note that while we process refunds promptly on our end, the timing of when funds appear in your account is ultimately controlled by your financial institution or payment provider.
Refunds may not be available in the following situations:
However, we evaluate each situation on a case-by-case basis and strive to ensure customer satisfaction. Even in these situations, we may offer store credit or other accommodations as a goodwill gesture.
If you wish to cancel your order after it has been placed, please contact us immediately. Our ability to cancel orders depends on the stage of preparation:
If we need to cancel your order due to circumstances on our end (such as ingredient unavailability, technical issues, or inability to deliver to your location), we will provide a full refund regardless of the payment method used.
Gift cards and promotional credits are subject to the following refund terms:
Orders placed using special promotions, discounts, or offers may have specific refund conditions that differ from our standard policy. These conditions will be clearly communicated during the promotional period.
In cases where partial refunds are issued for orders that used promotions or discounts, the refund amount will be calculated based on the discounted price of the affected items, not the regular price.
If you experience issues with our delivery partners (rudeness, unprofessional behavior, etc.), please report these incidents to us. While these situations may not always qualify for monetary refunds, we take such reports seriously and will address them with our delivery partners.
For customers with recurring orders or subscription plans:
We recognize that unique situations may arise that are not explicitly covered in this policy. In such cases, Crust Country reserves the right to make exceptions and offer discretionary refunds, store credits, or other compensations based on the specific circumstances, customer history, and our commitment to fair treatment.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes indicates your acceptance of the updated policy.
If you have any questions about our Refund Policy or need assistance with a specific refund request, please contact our customer service team:
Crust Country
Studio 62 Tracy Corners East
Tobyhaven WR2 4RX
Email: info@crustcountry.com
Phone: +442353332826
We are committed to resolving your issues fairly and efficiently, and we appreciate your business.