Refund policy

Refunds and Returns

1. Inspection and Notification

Customers are required to inspect all goods immediately upon delivery.

Any defects, damages, shortages, or errors must be reported to DES Limited in writing within 24 hours of delivery. Notifications received outside this timeframe may not be accepted, except where required by statutory consumer rights.

2. Defective or Incorrect Goods

Where goods are confirmed to be defective, damaged in transit, or supplied incorrectly:

  • We may, at our discretion, offer a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

  • Goods must not be used, altered, or further processed once a defect has been identified.

  • Photographic evidence may be required to support any claim.

This does not affect a consumer’s statutory rights where goods are inherently faulty.

3. Returns Authorisation

All returns must be pre-approved. Customers must contact us to obtain written authorisation before returning any goods.

Unauthorised returns will not be accepted and may be rejected or returned to the sender at the customer’s expense.

4. Non-Returnable Items

The following items are non-refundable unless proven to be defective:

  • Custom-made, bespoke, or made-to-order products

  • Goods produced to customer specifications

  • Items that have been used, modified, or installed

5. Return Condition and Costs

Approved returns must be returned in their original condition and packaging, where reasonably possible.

Unless the return is due to our error or a confirmed defect, the customer is responsible for all return shipping and handling costs.

6. Refund Processing

Where a refund is approved:

  • Refunds will be issued to the original payment method only.

  • Processing times may take up to 14 days from receipt and inspection of the returned goods.

  • Original delivery charges are non-refundable unless required by law.

7. Business-to-Business Transactions

For business customers, refunds and returns are strictly limited to defective goods only. No right to cancel is provided once production or dispatch has commenced, unless otherwise agreed in writing.