Refund policy
Return & Refund Policy
Effective Date: 03/06/2025
Thank you for pre-ordering with Craft! We aim to provide delicious, fresh sandwiches prepared just the way you like them. Please read our Return & Refund Policy carefully before placing an order.
1. Pre-Orders & Cancellations
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Order Changes: If you need to make changes to your pre-order (e.g., different sandwich or pickup time), please contact us at hello@craftiow.co.uk or 01983 508741 and leave a message at least 1 hours before your scheduled collection time.
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Cancellations: You can cancel your order for a full refund if you notify us at least 3 hours before the scheduled pickup time. After this window, cancellations may not be possible due to food preparation timelines.
2. Refunds for Perishable Goods
Due to the nature of our products (fresh, made-to-order sandwiches), we are unable to accept returns once an item has been picked up.
However, we understand that things don't always go to plan:
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If there is an issue with your order (e.g., wrong item, missing ingredients, or quality concerns), please let us know immediately by emailing hello@craftiow.co.uk or calling 01983 508741 & leaving a message.
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We may offer a replacement, credit, or refund depending on the situation and the evidence provided (e.g., a photo of the issue).
3. No-Show Policy
If you do not collect your order within 30 minutes of your scheduled time and haven’t contacted us, we reserve the right to dispose of the food without offering a refund. As our products are perishable, they cannot be held indefinitely.
4. Allergy Disclaimer
While we do our best to accommodate dietary preferences and allergies, we cannot guarantee an allergen-free environment. Please contact us before ordering if you have specific concerns, and always include allergy notes in your order.
5. Contact Us
If you have questions about your order or our policies, please contact us at:
Craft IW Ltd
Email: hello@craftiow.co.uk
Phone: 01983 508741
Address: 2 Union Street, Ryde, Isle of Wight, PO33 2EA