Refund policy
Returns
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.
- Contact our customer care team at support@shopdimplex.com with your order number and reason for return
- We will confirm your return is eligible and arrange a DPD collection
- Pack the item securely in its original packaging where possible, including all accessories
- 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. See here.
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
Refunds
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