Delivery & Returns
Shipping, Refund & Returns Policy
These policies are to be used as a resource by DP customers who purchase products from our website: www.draftproducts.com (“DP”).
Depending on the circumstances, where appropriate DP will consider issuing a full or partial refund, and/or replace the lost item and/or accept the return of an item when we are informed of a problem.
So we ask all customers to contact us within 7 days at the very latest of the issue arising to inform us of the problems experienced. Please, tell us straight away where you can as we need to know before it becomes too late!
Customers can raise disputes on any of the platforms where we sell our products and we will work within those partners T&Cs to remedy the situation.
We at DP will assess every dispute on a case by case basis and promise to respond within 7 working days at latest, usually far quicker.
When a concern is raised we will require time to investigate your concern. This may mean we need to liaise with our partners (Wholesalers, couriers, platforms and/or other) to understand the chronology of events before making a decision.
Establishing where the mistake (however rare) was made is crucial. When we understand this we can ensure the right party remedies the situation.
Mistake has been made by us we will work with them to get it right for you as quickly as we can. We only work with the best, often award winning, suppliers so we know their standards are also high in line with ours and will be only too keen to resolve matters.
Mistake has been made by the courier such as failing to deliver a package correctly or delivering a damaged pack we will work with the courier to understand and look to remedy the situation by making a claim against them if necessary for the damage or losses incurred.
Mistake has been made by DRAFT PRODUCTS we will not delay in resolving the matter, rest assured.
If a package has been delivered we will not be refunding or replacing products claimed to be lost.
Damaged / Non Functioning item
In this case we ask you to let us know within 7 days of making the order. If the item you have received is damaged or not functioning. We will firstly require proof via a short video that the item is not functioning normally. One we are satisfied that it is not working. We will ask the customer to return the item to us at our expense. We will then attempt to repair it. If we cannot repair it we will offer you a replacement item. In no circumstances will we offer a refund for damaged/non functioning items. If when the item is repaired and we send it back to the customer. If the customer does not accept it. The item will subsequently go to the local courrier depot where the customer will need to pick it up. If if the customer does not pick it up then the item will be destroyed. If the customer has not set the machine up correctly and informs us that the machine is faulty and sends it back under warranty. If after running tests we discover that the machine is working normally. Then we reserve the right to charge the customer a service fee of £39.99 plus any costs incurred.
If a customer has purchased an electrical item from Draft Products and used the item in a country outside of UK or the EU, the warranty will be void.
Who pays for returns?
If there is nothing wrong with the products, you have simply changed your mind, no problem at all. However, postage for returns is sent at your own expense and should be returned to the supplier as quickly as possible as well as informing us – email@example.com so that we can refund you when the items are returned. *Please do not open the box or if you have, please return the goods into the box exactly how they were to ensure they are adequately protected. See our rules around protecting our products for the return journey below. The return period is 7 days after order placement.
If the return is a result of our error or a defective item then the return costs will be covered by the supplier and if required, replacement products sent to you free of charge. We will work with the supplier to get it right quickly. In such instances we urge you to tell us straight away and if a package does arrive damaged, you have the right to not accept it and instead request the courier return the item. In doing so you highlight the package must have been damaged during transit so we can take up the matter with the suppliers courier and look to get you new replacement stock out urgently.
Draft Products only pay for returns in the case of a faulty item from UK addresses. If a customer has purchased an item and sent It to a freight forwarder, who then forwarded the item to an international address any return postage will need to be paid for by the customer.
How long will it take to receive my money back?
All refunds will be issued to the same payment method as the original order and will be processed within a maximum of 7 days once we have received and processed the returned item(s). In most cases this will happen much sooner and we will email/text you on the day the refund is processed as long as we have your contact details.
If for whatever reason you wish to return your goods, you can return them within 14 days after receipt to qualify for a full refund providing the goods are returned in perfect unused condition* and where possible unopened and/or in their original undamaged packaging with any labels attached.
To return the item simply send the item via whichever trackable courier delivery service you so choose and email us at DP firstname.lastname@example.org all the information so we can track this return.
*Protecting DP goods for the return journey
When returning products we kindly ask that you take proper care where appropriate to use the protective packaging under the contents, to the sides and on top to protect them as unfortunately not all couriers take the same level of care we do.
We reserve the right to not issue a refund where any third party such as your choice of return courier has been responsible for any damage.
We therefore recommend you take out the adequate level of insurance to cover the full value of the goods to ensure your full reimbursement of losses from any damage that may have occurred during their transit. Unfortunately it happens and we don't want you, our supplier or us to be hit with the loss from a courier’s malhandling!
We thank you for taking good care of our products when such returns are necessary.