Last updated: October 2026
This Refund and Cancellation Policy applies to purchases and bookings made with Dunston Hall Leisure Limited.
Nothing in this policy affects your statutory rights under UK consumer law.
Dunston Hall Leisure Limited
Dunston Road
Chesterfield
S41 9RL
Telephone: 01246 268468
Website: dunstonhall.co.uk
We want you to be happy with anything you purchase from Dunston Hall.
If an item is faulty, damaged, not as described or otherwise does not meet your statutory rights, please contact us as soon as possible.
Depending on the circumstances and your statutory rights, we may offer:
A refund
A replacement
A repair
An appropriate price reduction
We may ask for proof of purchase before processing a return.
Nothing within this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
Unless an item is faulty, not as described, or unsuitable for its intended purpose, there is generally no automatic legal right to return an item simply because you have changed your mind after purchasing it in person.
Where Dunston Hall offers an additional discretionary exchange or returns policy, this will be communicated at the point of purchase and may be subject to conditions.
Your statutory rights are unaffected.
Where eligible goods are purchased online, over the telephone or through another distance-selling method, consumers will normally have the right to cancel the purchase within 14 days of receiving the goods, without having to provide a reason.
You must notify us that you wish to cancel within this period.
Once you have notified us, you normally have a further 14 days in which to return the goods.
Returned goods should, wherever possible, be:
Complete
In their original packaging
In a resaleable condition
Accompanied by proof of purchase
You may inspect goods in the same way that you reasonably could in a physical shop.
We reserve the right, where permitted by law, to reduce a refund if the value of an item has been reduced as a result of unnecessary handling.
Unless an item is faulty or we have agreed otherwise, you are responsible for returning cancelled goods to us and for the reasonable cost of doing so.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Items should not be returned without appropriate proof of purchase or order information.
Where you exercise a statutory right to cancel an eligible online or distance purchase, we will refund the amount paid for the goods together with the cost of our standard delivery service, where applicable.
If you selected a premium or enhanced delivery service, we are not required to refund the additional cost above our standard delivery charge.
Refunds will normally be made using the original payment method.
Where goods are being returned, we may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, where permitted by law.
The statutory right to cancel may not apply to certain products, including:
Perishable goods, including certain food, drink, plants, flowers or other products that may deteriorate or expire rapidly
Goods made to your specification
Personalised or bespoke goods
Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken
Other products excluded from cancellation rights under applicable consumer legislation
This does not affect your rights where an item is faulty, damaged or not as described.
Because of their nature, many fresh, chilled, frozen or otherwise perishable food products cannot be returned simply because you have changed your mind.
If food or another perishable product supplied by us is damaged, defective, unsafe or materially different from what was ordered, please contact us as soon as reasonably possible.
Where appropriate, we may ask you to provide photographs or other details to allow us to investigate the issue.
Different cancellation rules apply to services that are provided on a particular date or during a particular period.
This may include:
Weddings
Private events
Functions
Catering
Ticketed events
Venue hire
Restaurant or dining events
Other leisure activities or services booked for a specific date
The standard 14-day distance-selling cancellation right may not apply to these bookings.
Where you make a wedding, event, catering or other date-specific booking, the cancellation, deposit and refund terms provided to you at the time of booking will apply.
Any deposit, staged payment or cancellation charge will be dealt with in accordance with the specific booking terms agreed with you and applicable consumer law.
We strongly recommend reviewing the relevant booking terms before paying a deposit or confirming a booking.
Cancellation terms for restaurant reservations, special dining events or other reservations will be explained at the time of booking where applicable.
Where a deposit, prepayment or card guarantee is required, any applicable cancellation deadline or charge will be communicated as part of the booking process.
Tickets purchased for an event taking place on a specific date will normally be subject to the terms communicated when the ticket is purchased.
Unless otherwise stated, event tickets are not automatically covered by the 14-day cooling-off period that applies to many other online purchases.
If an event is cancelled by Dunston Hall, customers will be informed of the available refund or alternative arrangements.
Gift vouchers are subject to any validity period and specific terms stated when the voucher is purchased.
Unless required by law or stated otherwise in the voucher terms, gift vouchers are not normally redeemable for cash.
Any statutory cancellation rights applicable to gift vouchers purchased online remain unaffected.
Once a refund has been approved, we will process it as soon as reasonably possible.
Where statutory cancellation rights apply, refunds will be made within the timescales required by law.
Refunds will normally be made to the payment method originally used for the transaction.
After a refund has been processed by us, your bank or payment provider may require additional time before the funds appear in your account.
We may require reasonable proof of purchase before providing a refund, exchange, repair or replacement.
Acceptable evidence may include:
A till receipt
Order confirmation
Booking confirmation
Payment receipt
Bank or card transaction evidence
To discuss a return, cancellation or refund, please contact:
Dunston Hall Leisure Limited
Dunston Road
Chesterfield
S41 9RL
Telephone: 01246 268468
Please provide your name and, where applicable, your order number, booking reference, date of purchase and details of the product or service concerned.
This policy is intended to explain our general approach to cancellations, returns and refunds.
It does not exclude, restrict or replace any rights you have under UK consumer law.
Where there is any conflict between this policy and your statutory consumer rights, your statutory rights will take precedence.