Refund policy
Returns & Refunds Policy
All of us at Dylan's want you to be completely satisfied with your purchase. If, for any reason, something isn’t right, here’s all you need to know.
Perishable Items (Food Products)
Due to the perishable nature of our freshly produced products, we are unable to accept returns if you change your mind. This is in line with consumer law exemptions for food, hygiene, & safety reasons.
However, if your item arrives faulty, damaged in the post, or not as described, you are entitled to a replacement or refund. Please contact us within 7 days of receiving your order, with details, & photos of the use-by-date(s) & batch code(s) - if possible, so we can resolve the issue quickly.
Non-Perishable / Gift Items
If you purchase non-food items (e.g. merchandise, kitchenware, hampers without fresh produce), you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations. Items must be returned unused, in their original packaging, & at your own cost.
Undelivered or Misrouted Packages
Very occasionally some parcels can be delayed or undelivered by the courier. Please contact us as soon as you have any concerns about your parcel.
We cannot be held responsible for parcels which are undelivered or mis-routed due to incomplete/incorrect addresses given by the customer, or due to the customer/recipient not being available to receive shipment.
How to Report an Issue or Request a Refund
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Contact us at onlinestore@dylansrestaurant.co.uk within the timescales above.
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Provide your order number, details of the issue, & photos where relevant.
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We’ll confirm whether a refund, replacement, or a voucher as credit, applies.
Refunds
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Approved refunds will be processed to your original payment method within 7 working days. (Further transfer times may apply depending on the customer’s original payment method or banking hours.)
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Where a replacement is sent, no additional delivery charges will apply