It is always our aim that customers have a good experience with us, whether that is eating our food, visiting the venue or coming to one of our events or courses.
If there is anything that does not meet your expectations or that is, in any way, unsatisfactory for you in terms of your customer experience then we would welcome your raising it with us, either at the time or by email, so that the matter can be discussed and, hopefully, fully resolved.
Our refund and returns policy varies depending on the nature of the product or service;
For food or food service related issues, we would ask that any matters are raised at the time and we will be happy to address them comprehensively either through detailed explanation to clarify anything that may have been unclear, through to replacement or substitution of any specific item. If this is not a suitable resolution then partial of full refunds may be provided, dependant on the circumstances and in a manner consistent with both consumer rights and our own desire that customers have a positive and enjoyable experience with us.
For physical goods such as clothing, merchandise or other goods provided, often pre packed or by post, we require any issues to be raised immediately upon receipt of the goods. If more than 7 days have passed since your purchase, we can’t offer you a full refund or exchange other than in line with general consumer rights regarding the condition or quality of the goods themselves. To be eligible for a return, your item must be returned unused and in the same condition that you received it.
Unfortunately we are unable to offer any refunds on tickets purchased for events or courses if ticket holders cannot attend, for whatever reason. In some circumstances we may be able to offer a refund where the ticket may be purchased by a third party, and we will always try to organise this if we can, but there is not guarantee that this will be possible. Such tickets are, however transferable, if you find someone who can attend instead, subject to our being provided with confirmation of this by the ticket purchaser and the new attendees details being provided for our records.
Refunds
If you are eligible for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email.
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or of unacceptable quality. Where this is the case we will be happy to exchange it for the same item.
Need help?
Please contact us for any questions related to refunds and returns.