Refund policy

1. Our Returns and Refund Approach

DNV21 LTD reviews all return, refund, damaged-item, faulty-item, missing-item, incorrect-item and delivery-related requests individually.

Submitting a return or refund request does not automatically mean that a refund, replacement, partial refund or return has been approved.

Where reasonably necessary, we may review order records, photographs, packaging, quantities, parcel weights, tracking information, proof of delivery, carrier information and other relevant evidence before determining the appropriate outcome.

Nothing in this policy excludes, limits or restricts any statutory consumer right or remedy.

2. How to Make a Request

Please contact DNV21 LTD before returning goods.

Provide:

• your order number;
• the product concerned;
• a description of the issue;
• the quantity affected, where applicable; and
• any reasonably relevant supporting information requested to investigate the issue.

Please retain the affected product, remaining contents, outer packaging and shipping label while the request is being reviewed, where safe and reasonably possible.

Please do not send goods back until DNV21 LTD provides return instructions, except where this would conflict with a statutory right.

3. Proof of Purchase

We may ask for reasonable proof that the product was purchased from DNV21 LTD.

This may include the Shopify order record, order confirmation, payment record, bank statement or other reasonable evidence.

UK guidance confirms that a trader can request proof of purchase; it does not necessarily have to be the original receipt.

4. Damaged, Leaking or Defective Items – 48 Hour Reporting

If an item arrives damaged, leaking, broken or otherwise defective, please contact DNV21 LTD within 48 hours of delivery where reasonably possible.

Reporting promptly helps us investigate the condition of the parcel and raise any necessary enquiry with the delivery carrier.

We may reasonably request:

• clear photographs of the affected product;
• photographs of the outer and inner packaging;
• photographs of the shipping label;
• details showing the nature and extent of the damage;
• the exact quantity affected; and
• other reasonably relevant information required to investigate the issue.

Please do not dispose of the affected goods or packaging while the claim is being reviewed unless keeping them would be unsafe or unreasonable.

The 48-hour reporting request helps us investigate damage promptly. It does not remove or reduce statutory rights merely because a customer contacts us after 48 hours.

5. Return or Inspection of Damaged/Faulty Goods

Where reasonably necessary, DNV21 LTD may require goods claimed to be damaged, faulty, incorrect or otherwise non-conforming to be:

• returned to us;
• made available for collection; or
• otherwise made available for reasonable inspection.

Where a return is required, we will provide appropriate return instructions.

Where legally permitted, we may verify or receive the affected goods before processing the applicable remedy.

After review and, where reasonably required, return or inspection of the goods, the appropriate remedy may include a replacement, refund, partial refund or another remedy depending on the circumstances and applicable law.

Where the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, return arrangements and costs will be handled in accordance with applicable UK consumer law.

6. Multiple-Quantity Orders and Partial Damage

If an order contains multiple units and only some units are damaged, leaking, missing or otherwise affected, please tell us the exact quantity affected.

We may request reasonable supporting evidence showing the affected units.

Where an issue genuinely affects only part of an order, the claim will normally be assessed in relation to the affected quantity rather than automatically resulting in a refund for unaffected products, subject to applicable statutory rights.

7. Missing Items or Quantity Claims

If you believe an item or quantity is missing, contact us with your order number and details of what is missing.

We may review:

• order records;
• packing information;
• quantities ordered;
• parcel weights where available;
• packaging information;
• tracking records;
• delivery evidence; and
• information supplied by the customer.

Each claim will be reviewed individually before the appropriate outcome is determined.

8. Incorrect Items

If you believe you have received an incorrect item, please contact us and retain the product and packaging.

We may request photographs so that we can identify the product supplied.

Manufacturer changes to packaging, artwork, colours or label design do not necessarily mean that an incorrect product has been supplied where the underlying product remains the product ordered.

This does not affect your rights where the goods supplied materially differ from their description or contract.

9. Delivered but Not Received Claims

If carrier tracking states that an order has been delivered but you cannot locate it, contact DNV21 LTD promptly.

We may investigate using:

• tracking records;
• proof of delivery;
• delivery photographs;
• GPS/location information where available;
• parcel scans;
• safe-place information;
• neighbour information;
• delivery instructions; and
• information supplied by you.

A “delivered” tracking status forms part of the evidence considered but does not automatically determine the legal outcome of a genuine dispute.

10. No Automatic Refunds

A customer message, photograph, refund request or return request does not by itself constitute approval of a refund or replacement.

DNV21 LTD may reasonably investigate the circumstances and request additional relevant information where required.

This process helps prevent errors, duplicate claims, fraudulent claims and misuse while allowing genuine claims to be resolved appropriately.

Where the available information does not support the remedy requested, we may decline that particular request where there is a lawful and reasonable basis to do so.

Nothing in this section permits us to refuse or restrict a statutory remedy to which a customer is legally entitled.

11. Statutory Online Cancellation / Change of Mind

DNV21 LTD does not offer additional voluntary change-of-mind rights beyond those expressly stated by us or required by law.

Where the statutory cancellation right for an online purchase applies, a consumer can generally tell us that they wish to cancel within 14 days after receiving the goods, without giving a reason. They then generally have another 14 days to return the goods.

Where that statutory right applies, DNV21 LTD will honour it.

12. Exceptions to Change-of-Mind Cancellation

Some products may be excluded from ordinary change-of-mind cancellation rights where the relevant legal requirements are satisfied.

Examples include:

• personalised or custom-made products;
• perishable goods;
• certain sealed goods unsuitable for return for health protection or hygiene reasons once opened; and
• other products excluded by applicable legislation.

Food and drink products are not automatically excluded simply because they are food or drink. Whether an exception applies depends on the product and applicable law.

These exceptions do not remove rights relating to goods that are faulty, damaged, incorrectly supplied or otherwise fail to conform to the contract. GOV.UK specifically identifies perishable goods and certain opened sealed hygiene goods among the exceptions.

13. Condition of Change-of-Mind Returns

Where a statutory change-of-mind return applies, customers may inspect goods in a manner similar to what would reasonably be permitted in a shop.

Where legally permitted, we may reduce a refund to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

14. Return Costs

For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the required information has been provided before purchase.

Where goods are faulty, damaged, incorrect or otherwise do not conform to the contract, return arrangements and costs will be dealt with in accordance with applicable consumer law.

15. Faulty or Not-as-Described Goods

Goods must comply with applicable consumer law, including requirements concerning satisfactory quality, fitness for purpose and description.

Faulty or not-as-described goods have statutory protections separate from ordinary change-of-mind returns.

Depending on the circumstances and timing, the customer may be legally entitled to reject goods, receive a refund, or request other remedies such as repair or replacement. GOV.UK describes a 30-day short-term right to reject faulty goods and further repair/replacement rights in applicable circumstances.

Our review and evidence process is used to establish the circumstances of a claim. It does not remove those statutory rights.

16. Refund Processing

Where a refund is due, it will normally be issued to the original payment method.

For an applicable statutory change-of-mind cancellation, refunds will be processed within the period required by law. GOV.UK states that the trader must generally refund within 14 days of receiving the returned item.

Where legally permitted, we may wait until the returned goods are received or appropriate evidence of return is supplied before processing the refund.

After we issue a refund, additional processing time may depend on the customer's bank or payment provider.

17. Suspected Fraud, Abuse or Misuse

DNV21 LTD reserves the right to take reasonable and lawful steps to investigate suspected fraudulent, duplicate, abusive or misleading claims.

Where lawful and relevant, we may consider order history, transaction information, previous claims, delivery information and evidence supplied in connection with the request.

We may decline a particular claim where there is a lawful, reasonable and evidence-based basis for doing so.

This provision does not allow DNV21 LTD to deny a valid statutory consumer right.

18. Food and Drink Safety Claims

If you believe a food or drink product is unsafe, contaminated, incorrectly labelled or presents another safety concern:

Do not consume or use the affected product.

Please retain the product and packaging where it is safe to do so and contact DNV21 LTD promptly.

We may request relevant photographs, product information, batch information or packaging details to investigate the matter.

Food safety or allergen concerns will be handled separately from ordinary change-of-mind requests and in accordance with applicable food safety and consumer requirements.

19. Contact DNV21 LTD

For return, refund or order-related requests, contact:

DNV21 LTD
Trading as: DNV21
Email: dnv1519@gmail.com
Telephone: +44 7442 192373
Registered Office: 77 Woodgate Drive, Birstall, Leicester, England, LE4 3HW

Please include your order number when contacting us.