DEJEX SUPPLIES LIMITED RETURNS & CANCELLATION POLICY

1.0 To Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

If you'd like to add products to your order, please place a new order for these items and we will do our best to despatch these goods together.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us for advice on 01775 821800 between 8am and 5pm, Monday to Friday, or email us (sales@dejex.co.uk) out of normal office hours. If orders have already been despatched it will not be possible to amend or cancel them.

There are some products which we cannot cancel, refund or exchange, including any item with bespoke measurements such as polytunnel covers and perishable items such as growing media and substrates.

2.0 Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order confirmation and check the details. If your order has been despatched but hasn't arrived within the expected time period, please email us (sales@dejex.co.uk), or call us on 01775 821800 between 8am and 5pm, Monday to Friday.

If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations or via different delivery methods and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, follow our Returns procedure below:

3.0 Returns procedure

Depending on the type of product, you can make free returns via our Trade Counter. If this is not possible please call us on 01775 821800 to discuss the options and inform us of the reason for returning goods and follow the guidance below. The validity of returns is governed by section 6 of our Terms and Conditions of Sale.

Please see below for full details of our returns and refunds policy:

     3.1 Returns via the Trade Counter

Simply take a print-out of your order confirmation or the delivery note and the product you wish to return or exchange to our Trade Counter (7 Millfield Road, Donington, Spalding, Lincs, PE11 4UR) and inform us the product was bought online.

Please make sure you also take in the payment card you originally used to buy the product.

     3.2 Distance Returns

Please call us and we will arrange the best method with you of returning the goods to our warehouse by carrier or post. We will only accepted damaged or faulty items to be returned not all items when an order is made up of multiple items. We will refund costs for returning damaged items (postage and packaging only, not intangible costs). Once we are in receipt of the goods we will inspect them and provide a refund as per our Terms and Conditions of Sale.

     3.3 Refunds on returned items

Please allow 4 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

4.0 Refund policy

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge. Otherwise please see our Terms and Conditions of Sale for full details regarding warranties, defects and delivery policy.