Refunds & Returns
In addition to the Consumer Contracts Regulations (which replaced the Distance Selling Regulations in 2013) you can cancel any order within 14 days of receiving your original order*. Goods should be returned in their original packaging where possible and will be inspected on return.
We ask that you DO NOT use any additional tape to secure the original box/packaging, and kindly wrap the returning parcel(s) in some kind of additional packaging i.e. Refuse sack(s)/boxes. The goods remain your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way. Items up to 3kg (a Disklok weighs 5kgs) and within the following dimensions 46cm x 46cm x 61cm can be returned by attaching the prepaid returns label that is sent with every order (lost your returns label – please contact us) to your parcel and taking this to your local Post Office. Larger items (any Disklok size) will need to be returned at the consumer’s expense. We can arrange for collection of larger items (from designated drop-off points) using DPD Pickup Returns, if required, but there is a charge of £8.95 per box. If you wish for us to arrange a collection from your address, there will be a charge of £18.95 per box. In exceptional circumstances please contact us.
We regret that we cannot issue refunds or exchanges after the 14 day period outlined in the Consumer Contracts Regulations.
The Post Office will provide you with a Proof of Postage receipt; you should keep this as it contains the tracking information for your parcel. Please note that without your Royal Mail receipt, we cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.
DAMAGED AND FAULTY ITEMS
Any fault or damage to the product must be reported as soon as reasonably possible after receipt of the goods. We may ask the customer to provide details of the fault or damage so we can assess the best way to deal with the problem.
If a refund or replacement/repair is required there are two options for returning the item/s to us, dependant on the size and nature of the items. For items under 3kg (a Disklok is weighs 5kgs) and within the following dimensions 46cm x 46cm x 61cm please use the Royal Mail returns label that arrived with your order (lost your returns label – please contact us) and take the item to your local Post Office. For larger items we can arrange for the faulty item to be collected (from designated drop-off points) using DPD Homecall returns. Please keep any receipts or documentation that you are provided with.
You will be notified via email as soon as we have received your items back. Once they have been assessed, you will then be issued with a replacement (if the items cannot be repaired) or a refund. If the item is not faulty, Disklok will contact you to discuss the next procedure.
If you have a damaged or faulty item and have purchased from outside the UK, then please contact us before sending them back to us. If an item is returned without notification, then we cannot issue the cost of the return back to you.
IN ALL CIRCUMSTANCES
We understand that goods need to be examined and in some cases installed; however, you as the consumer have a duty to take reasonable care of the goods. Goods must be returned in or with the original packaging wherever possible.
Please note, return procedures may take longer during peak order times, you will be contacted as soon as possible.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.