Store Collection Policy

This policy applies to all partner locations acting as collection points for Ding Dong orders.

1. Role of the Partner Location

Partner stores act strictly as a collection point only.
Partner locations:

• Do not prepare Ding Dong products
• Do not modify or open orders
• Are not responsible for product quality
• Are not responsible for order errors

All products are prepared, packed and quality checked by Ding Dong prior to delivery.

2. Delivery to Store

Ding Dong will:

• Deliver sealed, labelled orders to the partner location
• Provide clear order reference details
• Confirm collection date

Upon delivery to the partner location, responsibility transfers to the store for safekeeping until collection.

3. Storage Requirements

Partner locations must:

• Store products in a clean, safe environment
• Follow any temperature instructions provided
• Keep orders separate from general retail stock
• Avoid stacking or damaging packaging

Orders must not be refrigerated unless instructed.

4. Customer Collection Process

When a customer arrives to collect:

• Request order confirmation (email or order number)
• Verify customer name matches order
• Hand over the sealed package without opening

Partner staff must not:

• Open packaging
• Inspect contents
• Offer substitutions
• Provide allergen advice beyond what is printed on packaging

All customer queries must be directed to Ding Dong directly.

5. Uncollected Orders

• Orders must be collected on the confirmed date
• If not collected by closing time, the store must notify Ding Dong
  
• Due to food safety regulations, uncollected perishable goods may need to be disposed of

Partner stores are not liable for refunds on uncollected orders.

6. Liability

Partner locations:

• Are not liable for product defects, allergens, or preparation issues
• Are not liable for courier delays
• Are responsible only for reasonable care while the order is stored on-site
  

Ding Dong remains responsible for product manufacture and customer service.

7. Customer Complaints

If a customer raises a complaint in-store:

• Direct them to contact Ding Dong at hello@dingdongdough.com
  
• Do not offer refunds or replacements without written authorization from Ding Dong

8. Branding & Representation

Partner stores must not:

• Repackage products
• Remove Ding Dong branding
• Alter pricing
• Advertise Ding Dong products without approval