Refund, Returns and Cancellation Policy

Nothing in this policy limits rights under consumer law. Goods must be as described, of satisfactory quality and fit for purpose. Contact us if an order is faulty, unsafe, damaged, incomplete or incorrect.

The usual 14-day online cancellation right does not generally apply to goods that are liable to deteriorate or expire rapidly, or to goods made or prepared to a customer's specification. For hygiene and food-safety reasons, we cannot accept returns of food merely because you change your mind.

You may request cancellation before the order enters preparation, packing or dispatch. If we can stop the order without incurring costs, we will refund it. Once production, packing or dispatch has begun, cancellation may not be possible. Contact hello@dotchflavourfoods.com immediately; sending a message does not guarantee cancellation.

Notify us as soon as reasonably possible and preferably within two hours of delivery. Provide the order number, description of the issue, photographs of the product, packaging and courier label, and information about when the parcel was received and opened. Keep the product and packaging until we advise whether they are needed for investigation.

After review, we may offer a replacement, partial refund, full refund or another appropriate remedy. Do not consume a product you believe is unsafe.

Where the entire order is rejected because of our breach or a confirmed delivery failure attributable to us or our courier, the appropriate delivery charge will be refunded. Delivery fees are not normally refunded where delivery was successfully completed or the issue was caused by incorrect customer information or missed receipt.

For non-perishable merchandise purchased online, statutory cancellation rights may apply. Contact us within 14 days of receiving the item and return it within the further legal period, unused and in suitable condition, unless it is faulty. Personalised or hygiene-sensitive goods may be exempt. Customers normally pay return postage for change-of-mind returns where clearly stated before purchase.

Catering cancellations are governed by the Catering Booking Policy below. Any amount retained must be fair and reflect reasonable non-recoverable costs and losses arising from the cancellation.

Approved refunds are issued to the original payment method. Processing times depend on Stripe, PayPal and the customer's bank. We aim to initiate approved refunds promptly and within any period required by law.