Refund policy

Return and Refund Policy

We have a 14 day return policy. This means you have 14 days from the date you receive your item to request a return.

To be eligible for a return, your item must be in the same condition you received it, unused, and in its original packaging. You will also need your order confirmation, receipt, or other proof of purchase.

How to start a return
Email us at support@dsrmedia.co.uk to request a return.

If your return is accepted, we will send you instructions on how to return your item. If we are providing a return label for your return, we will send that to you separately.

Returns must be requested before you send anything back. Items returned without first requesting a return may be refused and returned to sender.

Return address
33 Broadshard Lane
BH24 1RP
Hampshire
United Kingdom

Return shipping costs
Unless the return is due to an error on our part (for example, the item arrived damaged, defective, or you received the wrong item), you are responsible for return shipping costs.

If we provide a return label for a non-fault return, we may deduct the cost of the label from your refund. If this applies, we will tell you before you send the item back.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong item, contact us as soon as possible at support@dsrmedia.co.uk with your order number and photos where relevant. We will assess the issue and arrange a replacement, repair, or refund as appropriate.

Exceptions and non-returnable items
We do not accept returns for:

  • Custom or personalised items (made to your specifications)

  • Gift cards

  • Sale items (where marked as final sale)

If you are unsure whether your item is eligible for return, email support@dsrmedia.co.uk before requesting a return.

Exchanges
We do not offer direct exchanges. The quickest way to get a different item is to request a return for the original item (if eligible). Once the return is approved, you can place a new order.

EU and UK consumer rights
If you are a consumer in the UK or EU, you may have statutory rights to cancel and return orders in certain circumstances, and you may also have statutory rights where goods are faulty or not as described. These rights are not affected by this policy. Note that the right to cancel can have exceptions, including for custom or personalised items.

Refunds
Once we receive and inspect your return, we will let you know whether your refund is approved. If approved, you will be refunded to your original payment method within 10 business days.

Banks and card providers can take additional time to process and post the refund.

If more than 15 business days have passed since we confirmed your refund was approved, contact us at support@dsrmedia.co.uk.