How to get a refund from Domino's for a wrong order
It is incredibly frustrating when you order food and receive something completely different from what you paid for. You have consumer rights that protect you in these situations. Do not settle for an incorrect order, you are entitled to receive what you asked for.
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Your rights
Under the Consumer Rights Act 2015, any goods you purchase, including food, must be 'as described', 'of satisfactory quality', and 'fit for purpose'. If your Domino's order is wrong, it fails the 'as described' requirement. This means you are entitled to a refund or a replacement. If you reject the goods, the trader must refund you without undue delay, and no later than 14 days after agreeing you are entitled to a refund. The refund must be made using your original payment method, and no refund fee can be charged.
Step by step
- 1Check your order immediately upon delivery or collection, before the driver leaves if possible.
- 2Contact the specific Domino's store where you placed the order directly. Domino's states that calling your local store is the fastest way to resolve issues, especially if you ordered within the last hour. Their phone number is usually on your receipt or confirmation email.
- 3Clearly explain the issue, provide your order number, and describe the discrepancy. Offer to send photo evidence if requested.
- 4If the local store does not resolve the issue to your satisfaction, escalate your complaint to Domino's national customer service team using their online contact form. Be aware that Domino's states it can take up to 4 working days for a response.
- 5If you are entitled to a refund, ensure it is processed within 14 days, using your original payment method, and without any fees, as required by the Consumer Rights Act 2015.
What they'll say, and your comeback
“You should have checked the order before the driver left.”
Comeback, My right to receive the correct goods, as per the Consumer Rights Act 2015, is not contingent on an immediate inspection at the doorstep. I reported the issue as soon as it was reasonably discovered.
“We can only offer a discount on your next order.”
Comeback, Under the Consumer Rights Act 2015, I am entitled to a refund or a replacement for the incorrect items from this specific order, not just a future discount.
“It is too late to do anything now.”
Comeback, I contacted you promptly after discovering the error. The law states that goods must be 'as described', and this order was not.
What actually happens
In practice, most issues with incorrect Domino's orders are resolved quickly by contacting the local store directly. A phone call often results in an immediate offer of a replacement order or a full refund for the incorrect items. For a completely wrong order, a full refund is common. For partially incorrect orders, you will usually get a refund for the specific wrong items or a re-delivery of those items. If the local store is unhelpful, escalating to national customer service via their contact form is the next step, though responses can take up to four working days. Once a refund is agreed, it should be processed to your original payment method within 14 days, often much sooner. Most consumers find resolution at the first or second step, avoiding prolonged disputes.
FAQ
Can I get a full refund if my order is completely wrong?
Yes, if the entire order is incorrect or unusable due to the error, you are entitled to a full refund or a complete replacement of the correct order.
What if only part of my order is wrong?
If only part of your order is incorrect, you are entitled to a refund for the specific items that were wrong or a replacement of those items. Discuss with the store whether a partial refund or re-delivery of the correct items is more appropriate.
How quickly should I receive my refund?
Once Domino's agrees you are entitled to a refund, they must process it without undue delay, and no later than 14 days. The refund must be made to your original payment method, and no fees can be charged.
What if I receive less food than I ordered, but it's correct?
Under the Consumer Rights Act, if a trader supplies less than the quantity you contracted for, you can reject the entire order. If you choose to accept the reduced quantity, you are only obligated to pay for what you actually received.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-03.