1. Overview

This policy sets out how and when we issue refunds. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

2. When You Are Entitled to a Refund

  • You cancel your order within our 30-day returns window and return goods in accordance with our Returns Policy
  • Your goods are faulty, damaged, or not as described and you exercise your right to reject them
  • We cancel your order before dispatch
  • We are unable to fulfil your order for any reason

3. Refund Amounts

Full Refunds

You will receive a full refund, including the original delivery charge, where:

  • You cancel your entire order and return goods in unused, resalable condition within 30 days
  • The product is faulty, damaged, or not as described
  • We cancel your order

Partial Refunds

We may make a deduction from your refund where:

  • You have handled the product beyond what is necessary to establish its nature, characteristics and functioning. We reserve the right to make a proportionate deduction to reflect the actual reduction in resale value.
  • Goods are returned incomplete (missing accessories, manuals, or components)
  • Goods are returned in damaged condition caused by the customer

No Refund

We will not issue a change-of-mind refund where:

  • The product has been deliberately damaged
  • The return is made outside our 30-day window
  • The product is returned without prior authorisation and cannot be identified

This does not affect your statutory rights in respect of faulty, damaged or misdescribed goods, which continue beyond the 30-day window under the Consumer Rights Act 2015.

4. Delivery Charges

  • Where you cancel your entire order, we will refund the standard delivery charge paid on your original order (if any)
  • Where you return part of an order, the original delivery charge is non-refundable
  • We will not refund any enhanced delivery charge above the standard rate

5. When Will You Receive Your Refund

We will process your refund within 14 days of either:

  • Receiving the returned goods back at our warehouse, or
  • You providing us with evidence of having returned the goods — evidence means a tracked DPD return receipt or confirmation from our warehouse team, whichever is earlier

For cancelled orders (before dispatch), we will process your refund within 14 days of your cancellation request.

Refunds are issued to the original payment method. Once we have issued your refund, the time it takes to appear in your account depends on your card issuer or payment provider and is outside our control. This is typically 3–5 working days, but we cannot guarantee this timescale.

6. Refund Methods

  • Card payments via Shopify Payments: refunded to the original card
  • PayPal: refunded to your PayPal account
  • Klarna: Klarna will update your payment plan accordingly. Please contact Klarna directly if you have questions about your instalment plan.

We are unable to process refunds to a different payment method than the one used for the original purchase.

7. How to Request a Refund

Contact our customer care team at support@shopdimplex.com with your order number and reason for return. Once your return is received and inspected, we will confirm the refund amount by email and process it promptly.

8. Your Statutory Rights

This policy does not limit your statutory rights as a consumer under UK law. If you have a complaint, you may contact:

  • Citizens Advice consumer helpline: 0808 223 1133
  • Trading Standards via Citizens Advice

9. Contact Us

Email: support@shopdimplex.com
Website: shopdimplex.com