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returns & refunds policy

DumaSafe employs a five (05) calendar day returns guarantee. You can return the item to the DumaSafe address within five calendar days of the date you received your order to receive a full refund. DumaSafe DOES NOT charge any fees for processing refunds and complies with all other Trading Standards procedures for on-line workings. The cost of any courier for the returns will be paid by the customer. Please note that for overseas customers wishing to return an item, Trading Standards policies still apply, but there may be additional surcharges from International couriers for pick-up of the item.


If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that:


(i) The goods have not been in your possession for more than 5 calendar day after the day on which you received the goods; and


(ii) You tell us in writing (preferably by email) that you wish to cancel your order. You must take reasonable care of the goods whilst they are in your possession to receive a refund on the returned goods. In particular this means that you must:


(iii) not open shrink-wrapped or blister pack products or break any manufacturers' seals;


(iv) return in good condition all packaging, manuals, fittings and other items supplied by us with the goods; DumaSafe reserves the right to refuse refunds should items be returned damaged, or not in a resalable condition.

 

(v) return the goods to us in a condition which enables us to resell them as new.


Please Note: if customers do return unwanted items which have not complied with the Trading Standards Rules set out above, DumaSafe have no option but to dispose of the items as second hand and cannot issue a full or partial refund
.

 

When are Refunds Issued?


You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing.


If we collect the goods from you, we will pass on the courier charge to pick up the items from you and this fee will be deducted from your refund.


Returns can be made in one of two ways:


1. Returns via courier collection. Customers must notify DumaSafe by email 
info@DumaSafe.co.uk of the order reference number, the date and surname used when placing the order. The customer is obliged to confirm an address and a full working day (9am - 5.30pm) where there will be somebody available to pass the item to the courier. The courier fee is passed on to the customer for courier collection and return, which is deducted from the cost of the product when the refund is issued. *Please note if the couriers attempt pick up and no-one is available to pass the return to the driver, all related fees issued by the courier company for each failed attempt at pick up will be passed onto the customer. When DumaSafe have received your email, you will be emailed in return with confirmation of your return request. Customers must give a minimum of 24 hours prior to pick up if they would like to cancel the return.

2. Customers can return any items to DumaSafe through their own methods within the 5 calendar days frame. DumaSafe cannot accept responsibility for any returns that have been damaged or lost in transit, so a form of recorded delivery is advised.

 

Faulty Items


Should an item ordered from DumaSafe arrive faulty or develop a fault within 2 calendar days, we will send out a replacement or refund your order. DumaSafe may have set procedures in place with different Manufacturers regarding any reports of product faults.


Customers will need to email the fault to
info@dumasafe.com and will receive a replacement in return. We will then contact you regarding a pick-up date of the product or details on the refund of postage costs incurred to send the item back.


Please note: If an unwanted returned item has qualified for free shipping in the original dispatch, a certain sending out fee would apply and be deducted from the cost of the refund.