DFR Customer Support
DFR Customer Support

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What is your returns policy?

You have 30 days from the date your order was delivered or available for collection to return an unwanted item for a refund. We don't accept returns for unwanted items after this period.

If your item is faulty, defective, damaged or incorrect, you will be eligible for FREE returns.

If your item is not defective, damaged or incorrect, you are not eligible for FREE returns - we’ll deduct the cost of the return from your refund.

  • For small & medium items returns from within the UK costs from £3.99 per parcel.
  • For large items such as Scooters or Stage Lighting returns from within the UK costs from £5.99 per parcel.
  • For items outside the UK mainland costs from £12.99 per parcel.


If you request a return for an item during the above time frame but you're unable to return it to us for some reason, please get in touch – please note, any refund for items returned after 30 days will be at our discretion.

Returns that are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

All returns are subject to the rules set out in our Returns Policy below. There are some products that have restrictions or may not be returnable once opened, used or activated. Our Returns Policy does not affect your statutory rights.

Returning an unwanted item

We understand that sometimes an item isn't right for you, and you would like to return it for a refund.

We ask that you take good care of the item while in your possession - this means that you can examine the item as you would in a shop, but please do not start using, assembling or inputting any personal data or software.

We will reduce the amount of the refund by up to 50%, or in some cases fully reject & return the item to you if:

  • The item or the packaging has been handled excessively
  • The item is no longer in its original condition does not meet our quality requirements, including:
    • any wear & tear, incomplete or damaged packaging
    • cosmetic defects
    • seals or cellophane removed such as security/void seals or plastic sleeves
  • The item is incomplete (not as sold, missing parts or accessories).
  • Personal data has been stored on the device
  • The item has been tampered with, or a prior repair has been attempted by a third-party.


For all unwanted item returns, the return cost will be deducted from your refund.

 

Returning a faulty or defective item

If you believe there is a fault or defect with your item, it is important that you share as much information with us so that we can assess the item. Depending on the date of purchase you may be required to provide additional supporting evidence of any reported faults. All returns are tested by our technical team to verify the fault, error or defect reported before any refunds can be processed. 

If the item is found not to be faulty, or deemed as user damage, your return will be handled as unwanted whereby the rules outlined in section Returning an unwanted item will automatically apply.

 

Returning an incorrect or damaged item

Sometimes we make mistakes, the wrong item is posted or the item arrives in poor condition or damaged. It is vital that you let us know within 48 hours of receiving it by sending us images of the item received, along with any other information requested by our team.

If the item is found to be correct or deemed as user damage your return will be handled as Unwanted whereby the rules outlined in section Returning an unwanted item will automatically apply or return rejected.

 

Hygiene and consumable items

Some items can’t be returned like headphones or ink once opened or used. It is important that you check the item description before you order or open the item and remove the original wrapping/seal. For hygiene reasons, certain items cannot be returned once the seals have been removed.

 

Digital storage, downloads, subscriptions and games

We’re unable to accept returns for games, digital storage (E.g. SSD, HDD, SD), downloads or subscriptions once activated, opened or used.

 

Contracted services

We're unable to refund contracted services such as installation where the service has been completed

 

After 30 Days of Receiving Your Goods

We don't accept returns for unwanted items after the above returns period.

If your item develops a fault after 30 days of receiving it, you may be entitled to a repair depending on the age of the item.

It is vital that you have your order receipt and serial number (if applicable) when contacting us to report a faulty item.


Returns Methods

Once approved by the team, we'll issue you with a returns label or QR code. Depending on the returns lable provided, you may be able to:

Some items require special handling and can only be collected.

All returns must be sent back using the return label issued by the team unless stated otherwise by a customer service agent through the verified communications channels (email, social). Returns will be rejected if the issued return label is defaced, edited, amended in any way or form.

Returns are required to be sent back within 14 days of approval or your return may be rejected.


Refunds

Once the item has been returned, assessed and verified, we'll process your refund. Refunds are typically processed within 2-5 working days from the date your return was delivered to us. In the event that there are any delays to this, you will be notified, in which case your return will be resolved within 14 days from the date delivered to us.

Refunds may take up to 10 days for the funds to appear in your account. Please note that if you return products that do not meet, or are outside our returns policy, we're unable to process a full refund.

Refunds are issued excluding the original delivery charge.

Once a returned item has been processed by our Returns Team, we can't send it back to you.


Exchange and Repair Returns

Once the item has been returned, assessed and verified, we'll process your repair or exchange.

If we are unable to offer a repair or exchange, we may offer a refund of the full or partial amount depending on the age of the product.

We reserve the right to reduce the amount of refund or return the item to you if the item or the packaging has been handled excessively, the condition does not meet our quality requirements (I.e. damaged packaging, cosmetic defects) or is incomplete (not as sold, missing parts or accessories). In this instance, you will be liable for carriage, and handling costs.

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