Refund Policy

At Dough Dorks Ltd, we’re committed to delivering our frozen dough balls and pizzas to you in perfect condition.
Because our products are perishable and frozen, there are some important rules about returns and refunds — please read this policy carefully before ordering.

1. Overview

This Refund Policy applies to all purchases made through our website, www.doughdorks.co.uk.
By placing an order with us, you agree to the terms set out below.

2. Perishable Goods and Cancellations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers usually have the right to cancel online orders within 14 days.
However, this does not apply to perishable food items that can spoil or deteriorate quickly — such as our frozen dough balls and pizzas — once they have been dispatched.
Therefore:

Once your order has been shipped, it cannot be cancelled or returned for a refund due to a change of mind, incorrect order, or late delivery caused by customer unavailability.
If you wish to cancel before dispatch, please contact us immediately at contact@doughdorks.co.uk. If your order has not yet been shipped, we will process a full refund.

3. Damaged, Incorrect, or Spoiled Items

We take great care to ensure all products leave our kitchen in excellent condition.
If your order arrives damaged, incorrect, or spoiled, please contact us within 24 hours of delivery.
To help us resolve the issue quickly, please include:

Your order number
A clear description of the issue
Photos showing the product and packaging condition

Once reviewed, we may offer one of the following resolutions at our discretion:

A replacement of the affected item(s); or
A refund to your original payment method.

Refunds (if approved) will usually be processed within 7–10 working days.

4. Late or Missing Refunds

If you haven’t received an approved refund after 10 working days:

Check your bank or PayPal account again.
Contact your payment provider — there may be a short processing delay.
If you still have not received your refund, please email us at support@doughdorks.co.uk and we’ll help resolve it.

5. Exchanges

Due to the nature of our products, we cannot accept exchanges for different flavours, sizes, or items once an order has been shipped.

6. Incorrect Address or Missed Delivery

Please ensure all delivery details are correct at checkout.
We are not responsible for:

Orders delivered to an incorrect address supplied by the customer; or
Products that spoil because no one was available to receive the delivery.

In such cases, refunds or replacements will not be issued.

7. Delivery Delays

We partner with reliable couriers to deliver your frozen goods quickly.
However, we cannot accept liability for delays caused by:

Courier issues
Weather disruptions
Public holidays or strikes
Other circumstances beyond our control

If a delay results in your order arriving thawed or spoiled, please contact us with photos so we can review on a case-by-case basis.

8. Faulty or Unsafe Products

If you ever receive a product that you believe is unsafe or not fit for consumption, please:

Do not eat it.
Take photos of the item and packaging.
Contact us immediately at support@doughdorks.co.uk.

We take food safety seriously and will investigate immediately in line with the Consumer Rights Act 2015.

9. How to Contact Us

For refund or product issues, please contact our support team:
📧 Email: contact@doughdorks.co.uk

📍 Address: 1 Sovergien bussiness park, 48 Willis Way, BH12 £LH

📞 Phone: 01202007766

Please include your order number and photos where applicable.
10. Your Legal Rights
Nothing in this Refund Policy affects your statutory rights under UK law.
You may be entitled to a replacement or refund if goods are:

Faulty or not as described; or
Not delivered as promised under your contract with us.

For more information on your consumer rights, please visit the UK Government’s consumer advice website:
👉 www.gov.uk/consumer-protection-rights