Returns Policy
Information about DC’s returns policy
UK consumers have statutory rights (i.e. rights protected by law) to return items that are faulty. There are also statutory rights to return certain goods purchased online, so called “cancellation rights”. These statutory rights are explained below.
DC also offers customers return rights under our “Change of Mind” policy. This allows you to return products (subject to exclusions) within 28 days of purchase if you change your mind. See details of our policy and applicable exclusions below.
Please note that where applicable, all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.
PLEASE NOTE
Given the nature of our products, we ask that all products are checked in a dry clean environment to avoid any issues if the product needs to be returned and avoid our customers any unnecessary stress.
Returns Policy
DC Leisure Group take customer service very seriously and make every effort to make sure that all our customers are happy with their purchase(s). We aim to do this by supplying quality products from reputable suppliers and manufacturers. It is often possible to resolve an issue quickly and easily once we are aware of them and may not require the fully item to be returned. However, when an item needs to be returned, our simple returns policy should be easy to follow and protects our customers and our business.
Please read carefully our returns policy as laid out below.
Your statutory rights
Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).
Change of mind
DC’s Change of Mind policy - Returning a product because you changed your mind
We hope you’re happy with your DC purchase, however, if you decide it isn’t right for you, you can return or exchange unwanted items within 28 days of purchase.
To return an item where you’ve changed your mind (after the statutory 14 day cancellation) you must:
- ensure the product is unused and in its original condition (including all packaging and tags intact); and
- have your receipt or order confirmation – without a DC issued proof of purchase we are unable to provide a refund under our Change of Mind policy.
We cannot accept a return under our Change of Mind policy for the following items:
- Special order items
- Personalised orders for your vehicle size including RIB beds, upholstery, curtains, blinds or accessories
Each of the items listed above are one of a kind and made just for you (and your window) and Made to Order items are bespoke to your requirements so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results. We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please follow the Statutory Returns policy below.
- Cut to length products
- Pre order items that are ordered in specifically for you the "customer"
- Special order items
- Products sold as ex-display or “less than perfect”
- Other items listed below
For health and hygiene reasons we are unable to offer “change of mind” refunds on the following items unless they are returned sealed and unopened in their original packaging:
- Mattress toppers
- Mattress and bedding protectors
- Duvets, duvet covers, sleeping bags
- Pillows, pillowcases, bedsheets
- Throws & Blankets
- Mattresses
- Towel products
- Toilet seats and other Sanitary items including tanks
Delivery charges are not refunded under our Change of Mind policy. Delivery charges for products will only be refunded where the whole order is damaged or faulty (or where the statutory 14 day cancellation period applies) – see Statutory Rights section for more information.
When cancelling and order under these Regulations you are responsible for the cost of returning the goods to us or our cost of collection if the goods are ones which cannot normally be returned by post.
We will refund the cost of the goods including the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged. DC Leisure Group also reserve the right to recoup the cost of shipping incurred if the customer has changed their mind even if the customer has received free shipping at the time of purchase. For small items it is £6.95.
Exclusions
This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:
- Special Order products including RIB beds, Duvalay items, Vanshades, other accessories which we have to place with the manufacturer specifically for you the customer. This is not an exclusive list.
In addition, unless faulty, damaged, missing or otherwise not in accordance with specification, for health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:
- Mattress toppers
- Mattress and bedding protectors
- Duvets, duvet covers, sleeping bags
- Pillows, pillowcases, bedsheets
- Throws & Blankets
- Mattresses
- Towel products
- Toilet seats and other Sanitary items including tanks
Once we have established the item(s) to be returned, please contact us stating if you require an exchange or a refund and reason for return. Your order number must be on all correspondence, not doing this can cause delays in processing your return.
After allowing our customers a reasonable amount of time for inspection, items must be returned with their original packaging (unless faulty), any seals and wrapping intact and in an 'as new' condition.
All Items must be securely and safely packaged for the journey back to us, to avoid goods becoming damaged in transit.
We recommend that you use a signed for or tracked service to return items, as we cannot be responsible for items lost or damaged in transit. The customer will be responsible for the item until we have taken receipt from the courier.
Customers are responsible for the cost of return postage. For faulty items, the cost of postage is refundable.
While we make every effort to ensure that orders are picked and packed correctly, errors can happen. If we have sent the incorrect item to you, we ask that you contact us as soon as possible (preferably within 24 hours of receipt) so that we can arrange a no-quibble exchange which will be free of charge. If the item is small, we may ask that you return it via Royal Mail. If you do return any incorrect items at your own expense, please note that we can only refund the return postage to a maximum of £8.00 with a proof of postage paid receipt (available from the Post Office).
Please check all items on delivery to ensure that the correct item has been received, that the item is not damaged and that all component parts are included. Incorrect items, incomplete items, missing items or transit damaged items should be reported to DC Leisure Group at the earliest opportunity and preferably within 48 hours of taking receipt of the delivery.
If your parcel arrives and appears to have been damaged in transit, you are within your rights to refuse the parcel or to sign for it as damaged. Please also take a photograph to attach to send to us, in case we need to take this up with our couriers and insurance.
DC Leisure Group will not be responsible for any items 'returned' postage costs. We will, in some instances be happy to arrange for such returns to be collected, however we reserve the right to subtract our costs in doing so from any refund due to you. The cost for a collection of a package will be confirmed to you. You are entitled to return items by any service you deem reasonable, but request you obtain a signed for service as we cannot be held responsible for any lost or damaged items on the return journey back to us. It is the responsibility of the customer for that package until we accept receipt.
To make an exchange, bring your item into the DC store for the product you want (subject to availability). We can exchange an item up to 28 days after purchase* if it meets the conditions of our returns policy listed above.
*Extended returns policy applies.
For online purchases, you can also place a new order for the desired product and return the unwanted item.
There are some items that we can’t exchange unless faulty. Read our return policy to find out more.
Returning a Damaged or Faulty Item
Where items are damaged or faulty, we ask that you email it to info@dcleisurestore.co.uk a clear photograph of the damaged item and also the damage to the packaging it arrived in for us to make an initial assessment within 24 hours. This is essential for us to make any claim against the courier service within the allotted deadline. Please also add FAULTY OR DAMAGED in the email subject to help us to try and resolve your issue as soon as possible.
Under the Consumer Rights Act 2015, our customers have a right to reject faulty goods within 28 days receipt of goods for a refund. You can also have an exchange or swap for a different item, if this is your preferred option at this point. After 28 days, we will offer an exchange or repair, if we are not able to do this then a refund will be considered, however we are entitled to deduct an amount for usage, if appropriate.
DC Leisure Group will organise a collection from a requested address on a suitable date. This is not a timed collection service although we will do our best to accommodate our customers.
Following receipt by DC Leisure Group, the item will be checked thoroughly by our Returns Team but may require us to contact the product manufacturer for their assessment. If this happens, DC Leisure Group cannot accept any responsibility for the timescales that this make take as this will be beyond our control. However, we will continue to monitor progress with regular contact with the manufacturer where physically possible.
DAMAGES IN TRANSIT
If an order arrives with damage to the packaging, we recommend that you refuse the delivery or sign as damaged. We must be notified us within 24hrs of the attempted or actual delivery and email a photograph of the packaging and/ or the damaged item to info@dcleisurestore.co.uk .In most cases, items damaged in transit will need to be collected in the original state of delivery for examination by the courier. Please try to retain the packaging, which will help with this process.
Our customer service team will make arrangements for the exchange of the item or to re-send replacement goods to you as soon as possible. There will be no additional charges to the customer in this event.
MISREPRESENTATION OF ITEMS ON OUR WEBSITE AND SOCIAL MEDIA CHANNELS
We make every effort to accurately display our stock with a photograph and clear specification details.
With so many items listed, it is possible that errors may occur. If you become aware that there is a possible error please notify us as soon as possible, and we will investigate the problem and make any adjustments as necessary immediately or remove the listing from our site. Once we are aware of any errors, we will review the information and deal with this as promptly as possible.
We apologise if we do inadvertently make an error in the information listed, and for any inconvenience that it may cause.
Our Returns Policy does not affect your statutory rights.
If you have any questions, please do not hesitate to contact the DC Customer Service Team on 01928 249800 or email info@dcleisurestore.co.uk.
Updated: December 2023