Refund Policy
At DriftWindow, we take utmost care to ensure that our customers are delighted with their orders. However, we understand that sometimes circumstances may require a need to return an item. Our refund policy, as outlined below, describes the procedures and conditions under which returns and refunds are accepted.
Cancellation Policy
Customers can cancel their order within 5 minutes of placing it by contacting our support team via our website driftwindow.sbs or calling us at +44 20 7946 0958. If the order has not been processed and sent to the kitchen for preparation, a full refund will be issued to the original payment method within 3 to 5 business days in the original £.
Incorrect or Damaged Orders
If you receive an incorrect item or an item that is damaged, please contact us immediately. We will arrange for the incorrect or damaged item to be returned and a proper replacement sent out to you, or issue a full refund, depending on your preference. Reports for incorrect or damaged items must be made within 24 hours of receiving your order.
Quality Concerns
We pride ourselves on the quality of our products. If you are unsatisfied with the quality of your order, please contact our customer service team with details of your concern within 2 hours of order receipt. Based on the situation, we may offer a partial or full refund, or a discount on your next purchase. Refunds for quality concerns will be processed to the original payment method within 3 to 5 business days.
Refund Process
To initiate a refund, please have your order number ready and contact our customer service via our website driftwindow.sbs or phone +44 20 7946 0958. Provide a detailed description of the issue and a photo of the product received, if applicable.
Returns
Due to the perishable nature of our products, we do not accept physical returns. However, we may request photographic evidence of the product to facilitate the refund process.
Refunds
Once approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 to 5 business days.
Non-Refundable Items
The following items are non-refundable:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Any food product that has been consumed more than a reasonable amount at the discretion of DriftWindow.
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 this and you still have not received your refund, please contact us at +44 20 7946 0958.
Changes to Our Refund Policy
DriftWindow may update this refund policy at any time. We encourage customers to regularly check this page for any changes. Your continued use of the services provided by DriftWindow after any changes to this policy will constitute your acceptance of such changes.
Contact Us
If you have any questions about our refund policy, please contact us through our website driftwindow.sbs or call us at +44 20 7946 0958.
This policy is effective as of January 1, 2023.