1. Overview

We want you to be completely satisfied with your purchase. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your Legal Right to Cancel

Under the Consumer Contracts Regulations 2013, you have a minimum legal right to cancel your order within 14 days of receiving your goods without giving any reason.

We voluntarily extend this period to 30 days as a goodwill gesture, as set out below.

3. Our 30-Day Returns Policy

Unused, Resalable Goods

If you change your mind, you may return a product within 30 days of delivery, free of charge, provided:

  • The product has not been used beyond what is reasonably necessary to inspect it
  • The product is in its original condition and packaging, with all accessories, manuals and components included
  • You contact us to initiate the return before the 30-day period expires

We will arrange a free DPD collection from your address. Once received and inspected, we will issue a full refund within 14 days.

Used Goods

If you have handled the product beyond what is necessary to establish its nature, characteristics and functioning, you are still entitled to return it within 30 days, however:

  • We will arrange a DPD collection from your address at no upfront cost to you
  • We reserve the right to make a proportionate deduction from your refund to reflect any reduction in the resale value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning
  • Any deduction will be proportionate to the actual reduction in resale value

4. Faulty, Damaged or Incorrect Items

  • Within 30 days: you have the right to a full refund (the short-term right to reject). You may also request a repair or replacement instead if you prefer. We cover all collection costs.
  • 30 days to 6 months: we have one opportunity to repair or replace. If we cannot, you are entitled to a full or partial refund.
  • After 6 months: you retain rights to repair or replacement, though you may need to show the fault existed at delivery.

Please contact support@shopdimplex.com with your order number and photographs. Do not return a faulty item without contacting us first.

5. Exclusions

The following cannot be returned once opened or used, unless faulty:

  • Products sold as part of a bundle where components have been separated
  • Products that have been personalised or custom-configured to your specification

Products that have been deliberately damaged, or damaged through misuse, will not be accepted for return.

6. How to Initiate a Return

To help us process your return quickly, please contact us before sending goods back. This does not affect your statutory right to cancel — pre-contact is preferred but is not a precondition of exercising your legal right to return.

  1. Contact our customer care team at support@shopdimplex.com with your order number and reason for return
  2. We will confirm your return is eligible and arrange a DPD collection
  3. Pack the item securely in its original packaging where possible, including all accessories
  4. We will confirm receipt via DPD tracking and our warehouse team, and process your refund within 14 days

7. WEEE — Electrical Equipment Recycling

As a producer of electrical and electronic equipment, we comply with the Waste Electrical and Electronic Equipment (WEEE) Regulations 2013.

[WEEE policy details to be inserted here — please refer to the Glen Dimplex WEEE directive.]

If you have a question about electrical equipment recycling, please contact us at support@shopdimplex.com.

8. Contact Us

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