Policy Introduction

This Cancellation & Refund Policy explains how cancellation requests, refund decisions and order adjustments are managed for orders placed through the Dough & Stone website.

This policy applies immediately after publication and covers online orders, collection orders and delivery orders.

Cancellation Time Framework

Refund eligibility depends on the order stage at the time the cancellation request is received.

The applicable refund percentage is determined according to the order status recorded when the cancellation request is received.

Refund Eligibility

A refund request may be reviewed when:

• The cancellation request meets the applicable cancellation time conditions.
• An ordered item cannot be provided due to unexpected availability issues.
• A confirmed preparation issue affects the supplied order.
• An incorrect item has been supplied and the issue has been reported within a reasonable period after receipt.

Situations Where Refunds May Not Apply

• The order has entered food preparation.
• The customer changes personal preferences after preparation begins.
• Incorrect customer information was provided during ordering.
• The customer does not collect the order within the available collection period.
• Food has been consumed or partially consumed.
• The customer does not report an order issue within 24 hours after receiving the order.

Refund Processing Period

• Refund requests are reviewed within 3 business days.
• Approved refunds are processed within 5 business days after confirmation.
• Customers should allow 5 to 10 business days for the refund to appear depending on their payment service provider and account processing time.

Order Information Responsibility

Customers are responsible for checking selected items, quantities, contact details, collection information and delivery details before submitting an order.

Changes requested after order confirmation may not always be possible where preparation has already started.

Food Information Notice

Customers should review menu descriptions before ordering and provide information regarding allergies, intolerances or dietary requirements before purchase.

Food preparation areas may handle common allergens including cereals containing gluten, milk, eggs, fish, crustaceans, soybeans, nuts and other ingredients. Customers should contact us before ordering if they require further information.

Policy Updates

This policy remains effective until replaced by an updated version published on this website. Any changes become effective immediately after publication.