Refund policy

 

At DSL, we strive to provide you with the best possible shopping experience. We understand that sometimes, despite our efforts, you may wish to return or exchange an item. To ensure your satisfaction, we have outlined a comprehensive return and refund policy below:

 

RETURNS FOR CHANGED MIND OR UNSATISFACTORY ITEMS:

We want you to be happy with your purchase. If you change your mind or the item(s) you ordered aren't as expected, you have the right to return them within 30 days of receiving your order. To be eligible for a full refund, the item(s) must be in their original condition. Please note that returns for unwanted items will be accepted only from our UK customers. Please be aware that we will issue refunds only for the cost of the products; shipping fees are non-refundable.

 

ITEMS NOT ELIGIBLE FOR RETURN:

For health protection and hygiene purposes, certain items cannot be returned once unsealed. If you want to return such goods, please ensure they remain sealed. This does not affect your statutory rights.

 

HOW TO INITIATE A RETURN:

To initiate a return, please visit https://www.royalmail.com/track-my-return/create/3337.

For additional information, contact us at customer.services@dslgroup.co.uk, including your name, order number and home address.

Remember, the goods must be sealed and returned in their original packaging for a successful return process.

 Please be aware that we will issue refunds only for the cost of the products; shipping fees are non-refundable.

PACKAGING AND RETURN REQUIREMENTS:

For a successful return, please ensure that the goods are sealed and returned in their original packaging. Any damage caused by inadequate packaging may result in a deduction from your refund.

 

REFUNDS:

We will issue a refund for the returned products' price, using the same payment method you used for the purchase. Please note that we may deduct an amount if the item's value has been diminished due to excessive handling beyond what would have occurred in a retail store. Upon receiving the returned goods, we aim to process the refund within 3 working days. Please be aware that we will issue refunds only for the cost of the products; shipping fees are non-refundable.

 

ITEMS RECEIVED IN ERROR:

In the rare event that we send you items you did not order, please follow the standard return process outlined above. Additionally, inform us by emailing customer.services@dslgroup.co.uk, including your name and order number (or your name and home address). We will promptly arrange the delivery of the correct goods and coordinate the return of the incorrect items.

 

EXCHANGES:

As part of our commitment to providing a seamless return experience, we do not offer direct exchanges to customers. Instead, all returned items will be refunded once they arrive at our warehouse. If you require a different product, simply place a new order for the desired item.

 

FAULTY ITEMS:

In the unfortunate event that a purchased item becomes faulty due to manufacturing defects within six (6) months of the purchase date, please contact us at customer.services@dslgroup.co.uk, including your name and order number. Upon receipt of the returned faulty item, we will offer you the choice of a refund or an exchange for the faulty product. Our aim is to process refunds for faulty items within 3 working days.

Please be aware that we will issue refunds only for the cost of the products; shipping fees are non-refundable.

If you have any questions or require further assistance, do not hesitate to contact our customer services team at customer.services@dslgroup.co.uk or on 0115 844 8888.  

 Last updated: Tuesday 25th July 2023