Refund Policy at UniversalHorizons
At UniversalHorizons, we take pride in offering our customers delicious meals and excellent service. However, we understand that sometimes things may not go as planned, and we are committed to ensuring customer satisfaction. This Refund Policy is applicable to all purchases made through our website universalhorizons.sbs, over the phone +44 20 7946 0958, or at our physical location at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.
Cancellation Policy
If you wish to cancel your order, please contact us immediately. Orders can be canceled up to 5 minutes after being placed without incurring any fees. After this period, we may have already started preparing your order and we may not be able to stop the process.
Refund Eligibility
To be eligible for a refund, please check your order upon receipt. If there are any discrepancies or issues such as incorrect items or missing parts, contact us within 2 hours of order receipt. Refund eligibility for quality issues such as undercooked or cold food must also be reported within 2 hours to be considered valid.
Conditions for a Refund
In cases where an order is unsatisfactory due to an error on our part or a valid quality issue, we may offer a partial or full refund to the original method of payment in £. The following conditions apply:
- The complaint must be lodged within the specified 2-hour window from the time of delivery or pickup.
- The majority of the product must remain uneaten and must be returned if requested.
- Proof of purchase is required for all refund requests.
Note that refund requests will not be honored if the customer has provided incorrect order details or if any dissatisfaction is due to personal preferences or special requests that we were unable to accommodate.
Non-Refundable Items
Please note that certain items like gift cards and promotional offers are non-refundable. Additionally, delivery fees are non-refundable once the delivery has been completed.
Processing Refunds
Once your refund request is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days, depending on your card issuer's policies.
Exchanges
We only replace items if they are defective or damaged due to our fault. If you need to exchange it for the same item, send us an email at [[contact_email]] and send your item to: 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.
Contact Us
For more information about our refund policy or if you have questions or concerns, please get in touch with us at +44 20 7946 0958 or visit our website universalhorizons.sbs for further details.
Last Updated: April 5, 2023