DRABEST UK LTD – ONLINE & CONSUMER RETURNS POLICY
This policy applies to Consumers purchasing goods online, at a distance, or via online platforms and marketplaces. Nothing in this policy affects your statutory rights.
1. Faulty, Damaged or Incorrect Goods
If the goods you receive are faulty, damaged, not as described, or do not match your order, you have legal rights
under the Consumer Rights Act 2015.
Within 30 days of delivery, you may reject the goods and receive a full refund.
After 30 days, you may request a repair or replacement. If repair or replacement is not possible or unsuccessful, you
may be entitled to a price reduction or refund.
Where goods are faulty, damaged or incorrect, the Company will cover reasonable return delivery costs and will
arrange collection or provide instructions for return.
We may ask for photographs or further information to help assess the issue, but this will not affect your statutory
rights.
2. Your Right to Cancel (14-Day Cooling-Off Period)
If you purchased goods online, by phone, email or via an online marketplace, you have the legal right to cancel your
order within 14 days from the day after you receive the goods, without giving a reason.
To exercise this right, you must inform us within that 14-day period by email or in writing, quoting your order
number.
After telling us you wish to cancel, you must return the goods within 14 days.
We will refund the price paid for the goods and the standard delivery charge within 14 days of receiving the returned
goods or proof that they have been sent back.
Unless the goods are faulty, you are responsible for the cost of returning them.
We may withhold the refund until the goods are received back or you provide proof of return.
3. How to Request a Return
To start a return, please contact us by email and include:
• order number
• your name and contact details
• reason for return
• photographs where relevant
We will provide instructions for returning the goods.
4. Checking Goods on Delivery
You should inspect goods as soon as reasonably possible after delivery.
If goods arrive visibly damaged, take photographs and contact us promptly.
Signing for goods as “not examined” does not remove your legal rights.
5. Condition of Returned Goods
Returned goods must be in reasonable condition.
You may handle the goods only as much as necessary to check their nature and functioning.
We may reduce your refund if the goods have lost value due to unnecessary handling.
6. Items That Cannot Be Returned for Change of Mind
The following items cannot be returned under the 14-day cancellation right unless faulty:
• custom-made or personalised goods
• made-to-order products where clearly stated before purchase
7. Refund Method
Refunds will be made to the original payment method.
Delivery charges will be refunded where required by law.
8. Order Cancellation Before Dispatch
If you contact us before dispatch, we will try to cancel your order.
If the goods have already been dispatched, your cancellation will be handled under Section 2 above.
9. Abuse or Fraudulent Returns
We reserve the right to refuse returns where there is evidence of abuse, fraud or repeated unreasonable requests, without affecting your statutory rights.
10. Contact Details
Returns requests should be sent to:
claims@drabestuk.com