Refund policy

Refunds, Returns & Cancellations Policy

Last updated: 9th August 2025

This policy explains your rights and our obligations under UK law, and sets out our own store terms for refunds, returns, and cancellations.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

If you are a UK or EU consumer buying goods online, you normally have 14 days from receiving your order to cancel and request a refund. However, this right does not apply to:

Goods that have been opened after delivery or cannot be returned for hygiene, safety, or other legal reasons.
Bespoke or personalised goods made to your specification.
Goods that are liable to deteriorate or expire rapidly.
Event tickets, table bookings, or time-specific services.

2. Returns – Physical Products

You may return eligible products within 14 days of receiving them.
Returned products must be in their original condition, unopened unless opened for the purpose of inspection only, and in their original packaging. We cannot accept returns of goods that have been used beyond what is necessary to inspect them, or for hygiene and safety reasons where the packaging has been opened
We do not accept returns for items that have been opened, used, or are no longer in resalable condition, unless faulty.
You are responsible for return postage costs unless the item is faulty or sent in error.

3. Pre-Orders

Pre-orders are treated as custom-reserved items purchased in advance.
Once placed, pre-orders cannot be cancelled after 72 hours unless we fail to supply the item or it is faulty.
This falls under the exemption for goods made or sourced specifically for you.

4. Order Cancellations

Orders may be cancelled within 48 hours if they have not been processed or shipped.
Once processing begins, cancellation is no longer possible unless agreed by us.

5. Non-Refundable Deposits

Deposits taken for custom products, services, or reserved stock are non-refundable.
This is because the deposit secures time, materials, or stock specifically allocated to you, which cannot be resold without loss.

6. Event Tickets & Table Bookings

Please see our booking policy for refunds on event tickets and table cancellations.

7. Faulty or Damaged Items

If an item is faulty or damaged, contact us within 14 days of delivery with your order number and photos.
We will replace, repair, or refund the item in line with your statutory rights.

8. How to Request a Return or Refund

Email social@dicesaloon.com with your order number, details of the item(s), and reason for return. We will confirm the return address and process.

9. Your Legal Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK laws.