Returns & Refunds Policy

At Dine & Dwell, we understand there are various reasons a customer may wish to return an item or request a refund. We aim to make this process as fair and convenient as possible. Please see below for the details of our policy.

Returns Window

We have a 30-day returns policy, which means you have 30 days after receiving your item to request a return. This includes 14 days to return an item for any reason, and up to 30 days to reject goods that are faulty on arrival. After 30 days, we are unable to accept standard returns requests, although your statutory rights for faulty goods remain unaffected.

Eligibility for a Return

To be eligible for a return, your item must be in the same condition that you received it, returned in a resaleable condition, with original packaging where reasonably possible, and handled only to the extent necessary to inspect the item. You’ll also need the receipt or proof of purchase. Additional charges may apply where items are not suitably packaged for safe return transport.

How to Start a Return

To start a return, you can contact us at contact@dinedwell.co.uk. If your return is accepted, we will either arrange a collection from you, or we’ll send you a return shipping label, as well as instructions on how and where to send your package, and any applicable return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Please note that products are shipped directly from our manufacturers and supplier warehouses. As such, all returns are sent directly to the relevant supplier's warehouse. The specific return address will be confirmed on a case-by-case basis once your return request has been approved - please do not send items back without first contacting us, as return destinations vary by product and supplier. Dine & Dwell is a trading name of ABD Martin Commerce Limited and the registered business address is 128 City Road, London, EC1V 2NX. Returns cannot be accepted at this address.

You can always contact us for any return question at contact@dinedwell.co.uk.

Common Reasons for Returns and Cancellations

Customers may wish to return or cancel orders for reasons such as:

1.     Change of mind

2.     Delivery delays

3.     Item no longer in stock

4.     Item not suitable for intended use

5.     Dissatisfaction with product quality

6.     Dissatisfaction with service

7.     Item unavailable

 

At Dine & Dwell, we pride ourselves on fair trading. We never withhold customer funds or refuse returns unfairly. Our policy ensures customers can exercise their statutory rights with complete peace of mind.

How to Cancel Your Order

If you wish to cancel your order before it is delivered, simply email us at contact@dinedwell.co.uk. You do not need to provide a reason for cancellation. If your item has already been dispatched, we may not be able to refund the delivery or service charges.

Refunds are typically processed within 10 business days of approval, although banking processing times may vary.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Reporting Issues

Any damage, discrepancy, or issue must be reported to us in writing by email at contact@dinedwell.co.uk within 7 days of delivery.

Please retain all packaging and provide photographic evidence of the item, packaging, and any damage. For damaged or incorrect items, we will arrange a free replacement or collection depending on the situation.

Returns – Important Information

A £60 collection charge applies if you return an item because it is unsuitable or due to a change of mind. This fee will be deducted from your refund.

In some cases, supplier-imposed handling, repackaging, or restocking charges of up to 25% of the item value may apply where returned items are not in their original condition, show signs of use, or cannot be resold as new. Any such deduction will be assessed on a case-by-case basis and deducted from the refund where applicable.

If your return is due to an issue such as damage, wrong item, or incomplete delivery, we will not charge a collection fee. Where collection and inspection are required, refunds may take longer to complete.

Refunds will be issued using the same payment method as the original transaction.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items (unless faulty) or gift cards.

Exclusions and Special Terms

Made-to-order furniture cannot be cancelled or returned unless faulty or damaged during transit. Please note that made-to-order items are put into production specifically for each customer. If you’d like to know whether your item is a made-to-order piece, kindly contact us and we’ll be happy to assist.

Flat-pack furniture that has been assembled cannot be returned for a full refund. If a part is damaged, we will replace the part, not the entire order.

Original standard delivery charges will be refunded in accordance with your statutory rights. Any upgraded delivery services selected at checkout are non-refundable once fulfilled.

Ready-assembled furniture must be checked for fit prior to ordering. If items do not fit into your property, they cannot be returned.

Please note: if you or a third party attempts to assemble an item and it becomes damaged during assembly, we cannot accept a return or refund.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

14-Day Cooling-Off Period

Notwithstanding the above, under the Consumer Contracts Regulations 2013, UK consumers are entitled to a 14-day cooling-off period for online purchases, during which they can cancel for any reason. As above, your item must be in the same condition that you received it, returned in a resaleable condition with original packaging where reasonably possible. You’ll also need the receipt or proof of purchase.

Refund Process

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For returns due to damage, faults, or incorrect delivery: photographic evidence of the item, damage, and original packaging is required. Please allow 10–14 days for collection to be arranged. Refunds will be processed within 30 days of the item being received in our warehouse.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@dinedwell.co.uk.

Governing Law

Dine & Dwell is based in the UK and operates under the laws of England and Wales. Any disputes will be resolved under these laws.

Our returns policy does not affect your statutory rights under the Consumer Rights Act 2015.