Coronavirus update: We offer customers the option to request a refund or exchange up to 28 days after receiving their product(s). In light of the coronavirus situation, if you are able to return your order to a DPD shop, we can process the return. If you are unable to do so please let our support team know at [email protected] and they will be more than happy to extend the returns policy, beyond the 28 days to 14 days after the business resumes to normal.
1. Refunds Policy
1.1 We offer customers the option to request a refund or exchange up to 28 days after receiving your Product(s). If you are a consumer, you have certain legal rights if you purchase Products which then turn out to be faulty. You can obtain further information about these legal rights by contacting the Citizens Advice Bureau (www.citizensadvice.org.uk or call 03454 04 05 06).
1.2 If 28 days have gone by since the product was delivered to you, unfortunately, we can’t offer you a refund or exchange.
2.1 Please note that we are not able to offer refunds or exchanges for bespoke products made to your specification, for example chains and flexes cut to order.
2.2 If you are unhappy with your Product(s) and would like to return your purchase this can be arranged free of charge by using DPD pick up shop, simply use the returns label provided with your delivery. You must notify us via email at [email protected] and send the items back within 28 days of receiving the Product(s) and return the item in its original packaging together with proof of purchase.
To return the items simply follow the simple steps below:
1. Find the DPD 'Return your Parcel' label that came with your parcel.
2. Complete the label with your order number (this is vital as without it we can't match up your order to your return).
3. Peel it off and stick it on the parcel, removing or covering any old labels.
4. Visit www.dpd.co.uk/pickuplocator to find your nearest store and drop off your parcel, you'll be given a receipt, so you can track your return.
Your Returns Label will look like the one in the image below, if you don't receive one in your parcel then please contact us either by emailing us at [email protected] or by calling 0207 971 7871 and we can send you a returns label via email.
Please note postcodes that begin with BT, GY, JE and orders outside the UK are exempt from this service.
2.3 Upon receipt of your Product(s) we will:
2.3.1 inspect them to check that they are in their original packaging and are suitable for resale. Should the Products fail the inspection they will remain your property and you will be responsible for their collection.
2.3.2 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
2.3.3 make any refunds due to you as soon as possible and in any event within 28 days after the day on which we receive the Product back from you, or after you inform us of your decision to cancel the Contract.
2.4 We recommend that you ensure the Product(s) during transit and put into another box or wrap well to protect the original packaging.
2.5 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
2.6 Alternatively, Postcodes that begin with BT, GY, JE and orders outside the UK are exempt from the free returns service however a DPD collection service may be available. Collection fees will apply and a quote can be provided. All 'Express Delivery' and International Delivery postage is non refundable.
3.1 We hope that you love your Products, but we will happily replace or exchange your Product(s) if they are defective or damaged, or if you change your mind provided that you notify us within 28 days of receiving the Product.
3.2 If your item is damaged or faulty and you would like a replacement Product, you will need to send us evidence of the damaged item and notify us within 28 days of delivery. Just send us an email at [email protected] and we will proceed with the exchange as soon as possible. We will arrange for the collection of the damaged or faulty Product and send you another one free of charge.
3.3 If you change your mind within 28 days of receiving your Product, and would like to exchange your Product for another one on our site, just send us an email at [email protected].
Please note that you will be responsible for paying for your own delivery costs when returning your item if you choose to return the items via your own courier. Industville offers a free DPD drop off return service, this is a free service for all UK orders apart from postcodes that begin with BT, JY, JE. All customers should receive a free returns label included with your delivery, if not please contact [email protected] and a free returns label can be sent via email. (BT, JY, JE postcodes are exempt from this free returns service.)
3.4 If it is impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, an allowance for a repair, or alternatively a refund for your purchase.
Visit our FAQ page to find answers to the questions we get asked the most. If you have a question that you can’t find here please feel free to contact [email protected]