Refund and Returns Policy

At Dible & Roy, we want you to be completely satisfied with your purchase. If for any reason you're not, we're here to help.

1. Eligibility for Returns

• Timeframe: You can initiate a return for most items within 14 days of receiving your order. If an item is damaged or faulty, you have up to 30 days to initiate a return item for an exchange, replacement or refund. Proof of damage or fault will be required, please email sales@dibleandroy.co.uk if you have a damaged or faulty item. From date of initiating a return, you then have 14 days to return the item to us.
• Condition of Items: To be eligible for a return, the item must be unused, in its original packaging, with all original tags attached.
• Proof of Purchase: Please email your order number, along with your name and items you wish to return, and the reason for return to sales@dibleandroy.co.uk to begin the returns process.
2. Items Not Eligible for Return

• Customised/Made to order/Special order/Non-stocked items: Products made to your specific requirements or bespoke orders cannot be returned unless faulty.
For our made to order products, special order or non-stocked items, it is recommended that you order samples before placing your order to ensure this product will work for you. This can be organised by emailing us at sales@dibleandroy.co.uk or giving us a call on 01225 862320. Made to order items, special order or non-stocked items cannot be returned due to incorrect measurements supplied. The liability for any measurements provided by customers that proves to be incorrect lies solely with the customer.

2. Return Process

• Initiate a Return: To start a return, please email sales@dibleandroy.co.uk along with your order number, items you wish to return, the reason for your return and your name.
• Shipping: You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Once we have received your item, we will confirm receipt via email, and once inspected, issue a refund, exchange or replacement.
• Packaging: Ensure the item is securely packaged to prevent damage during transit. Regretfully, we will not be able to issue a full refund if the product is damaged in transit on its return to Dible & Roy. In the event that an item is damaged in transit, it will be the customer’s responsibility to claim costs on their shipping insurance. Items must be returned to us in a resellable condition.

3. Refunds and Exchanges

• Refund Method: Refunds will be issued to the original payment method within 14 business days of receiving and inspection of the returned item. You may also be offered an exchange or replacement, depending on the item and the reason for the return.
• Shipping Costs: The original delivery costs will be included in the refund for items returned under the 14-day cooling-off period. However, the cost of return shipping for unwanted goods will be the customer's responsibility unless Dible & Roy state otherwise.
• Partial Refunds: A partial refund may be issued if only part of your order is returned.
• Defective or Damaged Items: If you receive a defective product, please contact customer service at sales@dibleandroy.co.uk within 30 days of receiving your order to arrange a free replacement, refund, or exchange. It is the Customers responsibility to check all items and notify Dible & Roy in any event no later than three days from the date of delivery (excluding the day of delivery) of any shortfall, or damaged products.

4. Processing Time

• Please allow up to 3 business days from the receipt of your item for us to process your return or exchange.
• Once we have processed a refund we will confirm this to you by email. The exact timing of when you receive the refund depends on your card issuer. Refunds may take approximately 3 to 10 working days to appear on your account, depending on your bank or credit card company. If you have not received your refund after 7 working days, please contact your bank or credit card company. If you have contacted your bank or credit card company and no refund is present, please contact us at sales@dibleandroy.co.uk or call us on 01225 862320.

5. Contact Us

These terms of trading shall be subject to and constructed in accordance with English Law.
Nothing in these Terms of Trading shall affect the statutory right of the consumer.

If you have any questions or need further assistance with your return, please contact us at sales@dibleandroy.co.uk