Refund Policy of BrookLinenWorks
Last updated: April 1, 2023
At BrookLinenWorks, located at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom, we pride ourselves on ensuring a satisfying customer experience. Please carefully review our Refund Policy that applies to all purchases made through our website brooklinenworks.sbs or over the phone +44 20 7946 0958.
Cancellation Policy
If you have placed an order and wish to cancel it, you must contact us within 15 minutes of placing your order. We will do our best to accommodate your request; however, once our kitchen begins preparing your order, we are no longer able to cancel it.
Refund Eligibility
Refunds or exchanges are available under the following conditions:
- Incorrect Item: If you received an incorrect item, please contact us immediately, and we will arrange for the correct item to be delivered to you.
- Missing Item: If an item is missing from your order, please reach out to us as soon as possible to rectify the situation.
- Quality Concerns: If you are not satisfied with the quality of the food you've received, notify us immediately. We may request a photo to assess the issue and determine eligibility for a refund or credit.
Requesting a Refund
To request a refund, you must contact us within 24 hours of order delivery or pickup, detailing the issue with your order and your order number. Our customer service team will review the details and respond with further instructions.
Refund Processing
After a complaint has been reviewed and approved:
- A refund will be issued to the original method of payment, or as store credit if you prefer.
- Please allow up to 14 days for the refund to reflect on your bank statement.
- Partial refunds will be issued for the specific item(s) that were problematic, not for the entire order.
Non-Refundable Items
The following are not eligible for refunds:
- Delivery charges, unless the error was on our part.
- Gift cards.
- Any food item that has been customized to personal preferences which we were correctly followed (e.g., level of spiciness).
- Any food or beverage consumed or discarded.
Late or Missing Refunds
If you haven’t received a refund yet:
- First, check your bank account again.
- Then, contact your credit card company; it may take some time before your refund is officially posted.
- If you’ve done all of this and you still have not received your refund, please contact us at +44 20 7946 0958.
Amendments to Refund Policy
BrookLinenWorks reserves the right to update or change this Refund Policy at any time. We will notify our customers of any significant changes by updating the policy on our website or through direct communication.
We value your patronage and thank you for choosing BrookLinenWorks. If you have any questions or comments regarding this Refund Policy, please don't hesitate to contact us.