Standard Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or refund, subject to the below terms. This Policy applies to products bought from Durwin Smith Group itself.
Certain parts of this Policy do not apply to Unboxed Deals, reconditioned products or used products, and this is indicated in the relevant sections below. Unboxed Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the DSG Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Products damaged on collection
Should a product be damaged or missing any parts or accessories at the time of collection, please notify us within 3 days of such collection sending us an email to [email protected].
We will arrange to collect the product from you at no charge. Once our supplier have inspected the product and validated your return, we will repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement.
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
- in relation to Unboxed Deals or used products, signs of handling and/or repackaging.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by sending us an email to [email protected], and we will arrange to collect the product from you at no charge. Once the supplier has inspected the product and validated your return, they will repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement).
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after collection (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after collection of the product.
You can do so by sending us an email to [email protected], and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion what remedy it can offer you. DSG is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.
7: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return.
If you return a product that does not comply with this Policy, you may be liable to reimburse DSG for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations you make on our Website, be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to your nominated bank account.
