How do I return an item?
We know that you will be pleased with your purchases from Duogear.co.uk. However, there may be occasions when you will need to return items to us.
Non Receipt of Items
If you have not received your items you must let us know within 7 days from the despatched delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.
Returns using your own method of delivery
If you elect to return the defective product to us using your own method of delivery other than the option we state, we will be unable to refund the costs incurred by you.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 2 working days (please note that this is 48 hours for our trade/instructor customers) of arrival. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your return carriage costs if you use the option that we state.
Items Faulty on Arrival
If your items are faulty on arrival, you have 2 calendar days in which to inform us of the fault (please note that for our trade/instructor customers, this is 48 hours). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your return carriage costs if you use the option that we state. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 working days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Duogear.co.uk, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to trade/instructor customers.(The Distance Selling Regulations do not apply to @work customers or our trade/instructor customers, @work customers have 5 days to return an item as not required providing it is unopened.)
Need to return an item?
You can request a return using our easy to use, online returns system which is accessed via your account.
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
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