Dining Solutions Direct
At Dining Solutions Direct, we want every customer to be genuinely pleased with both our
products and our service. If something isn’t right, we’ll do our best to put it right quickly and fairly.

1. Taste Guarantee & Product Quality
We stand behind the quality of our food. If you are dissatisfied with any Dining Solutions Direct product, we may offer a replacement or exchange in line with our Taste Guarantee, subject to the following conditions:
● Your claim is made within 14 days of purchase
● No more than two portions have been removed from the box
● The remaining product is still in its original frozen state and has been stored correctly

Where appropriate, we may ask for:
● The product to be retained for collection or inspection, and/or
● A photo of the product and packaging (including batch codes and best before dates)

2. Damaged or Incorrect Items
If your order arrives damaged, partially defrosted, or not as described, please contact us as soon as possible with:
● Your name and address
● Order details / invoice number
● A description of the issue
● Photos where possible
Once we have reviewed the issue, we will usually offer one of the following:
● A replacement product
● A credit towards your next order
● A refund to your original payment method (where appropriate)

3. Perishable Goods & Returns
As our products are frozen and perishable, we are unable to accept returns in the same way as non-food retailers. For food safety reasons, products cannot be returned once they have left our control, except where we specifically ask you to retain them for collection or inspection.

We do not offer refunds where:
● Products have not been stored correctly (for example, left out of the freezer)
● Products have been partially or fully consumed
● You simply change your mind after delivery and the products are as described and in
good condition
Your statutory rights are not affected.

4. Order Errors & Cancellations
If you realise you have made a mistake with your order, please contact us as soon as possible.

● If the order has not yet been picked or dispatched, we will do our best to amend or
cancel it.
● If the order has already left our depot or been delivered, we may not be able to cancel
it due to the perishable nature of the products.

5. How to Request a Refund or Replacement
To report an issue or request a refund/replacement, please contact our customer service team:
Telephone: 01460 259873
Address: Dining Solutions Direct, Unit 8F, Greenham Business Park, Wellington, TA21 0LR

Please include:
● Your full name
● Contact details
● Order / invoice number
● Details of the product and issue
● Photos where possible
This helps us resolve your query efficiently and improve our service.

6. Your Legal Rights
Nothing in this Refund & Returns Policy affects your statutory rights under UK consumer law. If a product is faulty, not as described, or not supplied with reasonable care and skill, you may be entitled to a refund, repair, or replacement in line with those rights.