What's your online return policy?
We want you to be delighted every time you shop with www.denix.co.uk. We have a no quibble return policy. You have a right to cancel your order in writing 14 (fourteen) calendar days from the day the day on which you receive the goods and receive a refund of all charges. As long as we receive the returned item we'll exchange or refund it.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is faulty, damaged or defective. This returns policy does not affect your statutory rights.
If your quote for shipping an item back to us is above £10.00 please contact us and we can possibly arrange to have the item collected. Collecting small items would be charged at £10 and deducted from any refund. Larger items will be charged at freight rates and we will have to get quotes. We will agree this with you before any arrangements are made. Please note we can not arrange collections from overseas locations.
Damaged Items and Product Issues
If an item is faulty, damaged, defective or delivered to you in error don't worry we will do everything we can to rectify the problem.
If you have an issue or a damage please send us an email with your name, address and order number. Outline the issue as best as possible and attach any relevant photographs. We will try to respond as soon as possible during office hours. Alternatively you can call us on 0808 1648031 during office hours, outside of office hours messages may be left on the answer machine.
How long does it take to process my returns?
We try to process returns as quickly as possible and these are processed within 14 working days from receipt. Any refund will automatically be issued to the card used to make the original purchase or the Paypal account used. In the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
Where should I send my returns?
If you are returning goods for refund or exchange please send them to:
Denix, Hill House, Oak Tree, Burneston, Bedale, North Yorkshire, DL8 2JW, UK.