Returns & Refunds
RETURNS & REFUNDS
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
- Contact us at info@dylansrestaurant.co.uk within the timescales above.
- Provide your order number, details of the issue, & photos where relevant.
- We’ll confirm whether a refund, replacement, or a voucher as credit, applies.
Refunds
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.)
Where a replacement is sent, no additional delivery charges will apply
TICKETED EVENTS & WORKSHOPS
Refunds are available if your event is postponed, rescheduled or cancelled.
If for any reason you cannot attend an event, you are able to reschedule for any of our advertised events worth the same value. If it is not possible for you to attend another date, you may be reimbursed up to 100% of the ticket price.*
*Refund requests must be submitted no later than 48 hours before the scheduled event, otherwise full payment will be taken.
Requesting a Refund
Email info@dylansrestaurant.co.uk and provide the following information:
• The name of the event for which you wish to receive a refund.
• Name and email address used when purchasing tickets.
-Ticket refunds should be received by the same account paid within 7-10 business days
-For tickets purchased in-restaurant, refunds can only be made at the same restaurant
-We cannot process refunds at our restaurants for tickets purchased online
Cancelled Events
In the unlikely event that one of our events is cancelled, you'll be reimbursed 100% of your ticket price.
-You will be notified that the event is cancelled
-Your refund is automatically delivered (except any processing fees) to the same card used for purchase
-Refunds should be received within 7-10 business days after the event has been cancelled
Postponed or Rescheduled Events
If an event is postponed or rescheduled, you will be contacted via phone or email with the new event information as soon as we rearrange the event.
-Unless notified otherwise, your tickets will be valid for the new event date
-If you are unable to make the new event date, you will be reimbursed 100% of your ticket price
GIFT VOUCHERS
Vouchers are valid for 12 months from date of purchase. Please retain your receipt as proof of purchase.
-Vouchers cannot be exchanged for cash.
-No change or refund will be given but balances may be applied to future purchase.
-Please protect your voucher and treat as cash – it cannot be replaced if lost, damaged or stolen.
-This does not affect your statutory rights.