Refund policy

We take great pride in every bottle of Dining with Gold chilli oil and want you to be delighted with your order. Because we sell food products, returns are governed by hygiene and safety regulations, so this policy explains exactly when a return, refund, or replacement is possible and how to request one.

1. Food Hygiene & Returns

For food safety and hygiene reasons, we cannot accept returns or offer refunds on opened, used, or perishable food products once they have been delivered, unless the product is faulty, damaged, or incorrect. This does not affect your statutory rights (see Section 6).

2. Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, faulty, or you've received the wrong item, please contact us within 48 hours of receiving your order at diningwithgold@outlook.com and include:

  • Your order number
  • A description of the problem
  • Clear photos of the item and any damaged packaging

This helps us resolve the issue quickly and improve our packaging where needed. Please keep the product and packaging until your claim is resolved.

3. Refunds & Replacements

Where a claim is approved, we will at our discretion offer either a replacement or a full or partial refund. Refunds are issued to your original payment method. Once approved, please allow 5–10 working days for the refund to appear in your account, depending on your bank or card provider.

We assess each claim individually and fairly. We reserve the right to decline a refund or replacement where there is evidence of misuse, or where a claim falls outside the terms of this policy.

4. Cancellations & Order Changes

If you need to change or cancel your order, please contact us as soon as possible. We can usually amend or cancel an order before it has been dispatched. Once an order has been dispatched, it cannot be cancelled, but you may still be eligible for a remedy under Sections 2 and 6.

5. Non-Returnable Items

The following cannot be returned or refunded unless faulty, damaged, or incorrect:

  • Opened or partially used food products
  • Products without their original, intact packaging
  • Gift cards and promotional items
  • Sale or clearance items marked as final sale

6. Your Statutory Rights

Nothing in this policy affects your legal rights as a consumer. Under UK consumer law you are entitled to goods that are of satisfactory quality, fit for purpose, and as described. Please note that perishable food products are generally exempt from the standard 14-day "cooling-off" cancellation right that applies to many other online purchases. For more information, visit Citizens Advice.

7. How to Reach Us

To start a return, report a problem, or ask a question about a refund, please contact:

Dining with Gold
Email: diningwithgold@outlook.com
Instagram: @diningwithgold

We aim to respond to all enquiries within 1–2 working days.