Returns Policy

Last updated: March 2026

At DineEasy, we want you to feel confident ordering from us. If something is not right, we aim to make the returns process as straightforward as possible.
DineEasy is a brand of KitchenFlow Ltd.
If you need help with a return, please contact us through our Contact page.

1. Change of mind returns
If you change your mind about your purchase, you may request a return within 14 days of receiving your order, in line with your rights under UK consumer law.
To be eligible for a change-of-mind return, the item should be:
unused
in its original condition
returned with original packaging where reasonably possible
complete, with any included parts or accessories
You must let us know within 14 days of receiving the item that you wish to return it. Once you have told us, you should send the item back within 14 days.
Unless the item is faulty, damaged, or incorrect, the cost of returning the item is your responsibility.

2. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not what you ordered, please contact us as soon as reasonably possible after delivery.
Where appropriate, we may ask for:
your order number
a short description of the issue
photographs of the item and packaging
If the item is confirmed to be faulty, damaged, or incorrect, we will offer an appropriate resolution, such as:
a replacement
a refund
a partial refund
or another suitable solution in line with your legal rights
If the return is due to our error or a confirmed fault, we will not ask you to cover the return postage.

3. Refunds

Once a returned item is received and checked, we will process any refund due within a reasonable time.
Where a refund is approved, it will be made back to the original payment method used for the purchase.
Original standard delivery charges will be refunded where required by law for eligible cancelled orders. Additional delivery upgrades, where chosen, may not be refunded unless legally required.
We may reduce the refund amount if the value of the item has been reduced by handling beyond what is necessary to inspect it.

4. Items not eligible for return

We may not be able to accept returns in certain situations, including where:
the item has been used more than necessary to inspect it
the item is not returned in a resaleable condition where this is relevant
parts, accessories, or packaging are missing
the item has been damaged after delivery due to misuse, neglect, or improper care
the item is personalised or made to order, where applicable
the item is sealed for hygiene reasons and has been opened after delivery, where applicable
This does not affect your rights if an item is faulty or not as described.

5. How to request a return
To request a return, please contact us through our Contact page and include:
your name
your order number
the item(s) you want to return
the reason for the return
We will then provide the next steps.
Please do not send items back without contacting us first, as this may delay the return process.

6. Return postage
For change-of-mind returns, you are responsible for the return postage cost unless we state otherwise.
For faulty, damaged, or incorrect items, we will cover the reasonable return cost where appropriate.
We recommend using a tracked delivery service when returning items, as we cannot be responsible for returns lost in transit if no tracking is available.

7. Exchanges
We do not currently guarantee direct exchanges. In most cases, the simplest approach may be to return the original item and place a new order.
If you need help choosing a replacement product, please contact us before ordering.

8. Your statutory rights
Nothing in this Returns Policy affects your statutory rights under UK consumer law.

9. Contact
If you have any questions about returns, refunds, or damaged items, please contact us through our Contact page.