Refund Policy
Thank you for choosing RiverSimpleCommon. We strive to provide delicious pizzas and a pleasant dining or delivery experience. This policy outlines how refunds and returns are handled for orders placed through riversimplecommon.xyz or at our location(s) in London, United Kingdom.
Eligibility: You may request a refund or credit if your order is incorrect, arrives with missing items, is severely damaged during delivery, or if you did not receive the items you ordered. To be eligible, refunds must be requested within 14 days of the order date and must be accompanied by clear evidence such as order number, photos of the issue, and the delivery time. We reserve the right to determine eligibility based on the circumstances and to offer alternative resolutions, such as a replacement item, a discount on a future order, or a credit to your account.
What qualifies for a refund:
- Incorrect items or missing toppings as described in your order.
- Cold or spoiled food items due to delivery delays beyond our control.
- Undercooked or burnt pizzas with noticeable quality defects that affect the eating experience.
- Delivery fee refunds when the problem is on our end or we cannot fulfill the order as placed.
What does not qualify: Refunds do not apply for preferences not met (e.g., you preferred a different crust type or sauce) unless the item was not prepared as ordered. Refunds are not available for minor, subjective dissatisfaction. We also do not issue refunds for orders completed more than 14 days prior to the request unless there is an exceptional circumstance approved by RiverSimpleCommon management.
Processing refunds: Once your eligibility is confirmed, a refund will be issued to the original payment method or as a credit to your RiverSimpleCommon account, at our discretion. Processing times may vary depending on your payment provider, but typically take 5–10 business days. For bank transfers or card payments, you will receive a confirmation email once the refund is processed. If you paid by cash on delivery, a refund can be issued as a bank transfer or a store credit, based on your preference and our policies.
How to request a refund:
- Contact our support team at +44 20 7946 0123 with your order number, delivery address, and a brief description of the issue. If possible, include a photo or video showing the problem at the time of delivery.
- Visit riversimplecommon.xyz and use the Order Help or Contact Us form to submit your refund request and supporting documentation.
- Our team will acknowledge your request within 1–2 business days and provide next steps, including any required return or exchange instructions if applicable.
Returns and exchanges: In certain cases, we may request that you return the item for inspection. If a return is accepted, we will provide you with a prepaid shipping label or arrange a pickup where feasible. We offer replacements or credits in lieu of refunds if the issue is verified. If the order includes beverages, we ensure non-alcoholic options such as juice or soda are considered appropriate substitutes for any delivery discrepancies.
Non-refundable items: Gift cards, promotional items, and special-order items may be excluded from refunds unless otherwise required by local law or our specific offer terms. Shipping charges for returns may not be refunded except in cases where the error was on our side.
Contact information: For any questions about this policy or refunds, please reach out to us at +44 20 7946 0123 or via riversimplecommon.xyz/contact. Our physical location can be found at 12 Napoli Street, London, SE1 7LT, United Kingdom.
We reserve the right to update this policy at any time. Changes will apply to orders placed after the date of posting. Last updated: October 15, 2025.