Refund Policy

At CommonUtilityIndex, your satisfaction is our first priority. We understand that sometimes you may change your mind about your order, or circumstances may change. The following Refund Policy governs any transactions made through our website commonutilityindex.sbs.

Cancellation Before Delivery

If you wish to cancel your order before it has been delivered, please contact us immediately at +44 20 7946 0958. Orders can only be cancelled before they are in the preparation stage; once preparation has begun, we are unable to accept cancellations.

Returns and Refunds for Online Orders

We take pride in the quality of our food products. Due to the perishable nature of our items, we do not accept returns. However, if you are unsatisfied with your order or an error has occurred, please contact us within 2 hours of receipt with your order details.

If your complaint is regarding:

• Incorrect order received
• Missing items in your order
• Unsatisfactory quality or the item being unedible

we may, at our discretion, offer a full or partial refund to your original payment method, a voucher for your next purchase, or a replacement item.

Process For Requests

To request a refund or replacement, please contact us with the following details:

• Your order number
• A detailed explanation of the issue
• A photograph of the item, if applicable

Your request will be processed within 5 business days, and you will be notified about the outcome via email or phone.

Refund Timelines

If approved, refunds will be processed within 7 to 10 business days. Please note that the time it takes for the refund to appear on your credit or debit card statement may vary depending on your card issuer.

Non-Refundable Items

Please note that certain items are non-refundable, including gift cards and sale items. Custom orders made to your specifications cannot be refunded once the preparation has begun.

Late or Missing Refunds

If you’ve done all of this and you still have not received your refund yet, please contact us at +44 20 7946 0958.

Changes to Our Refund Policy

CommonUtilityIndex may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The last update to this policy was on April 1, 2023.

Contact Us

For more information about our refund practices, if you have questions, or if you would like to make a complaint, please contact us by phone at +44 20 7946 0958 or through our website commonutilityindex.sbs.

CommonUtilityIndex, located at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.