Refund policy

Order Confirmation

When you place an order, we’ll pre-authorise your card but won’t take payment immediately. We’ll first check with our supplier to confirm the item is available for immediate shipment. Once confirmed, we’ll process your payment and dispatch your order straight away.

If there’s a delay (for example, if an item is on backorder), we’ll cancel the pre-authorisation and contact you with an update.

Delivery and Returns 

If your item is in stock, we aim to charge your card and dispatch your order within 2 working days. Once shipped, you'll receive an email providing you with details of your delivery.

Shipping processing time varies by brand due to the differential properties of the brands' preferred freight carriers. Once shipped, items usually arrive withing 7 to 14 business days. All of our orders are shipped via our supplier(s). 

If you haven’t received tracking details within 5 working days, please contact us at sales@dirashomesandlifestyle.co.uk and we’ll be happy to help.

Our return policy lasts 14 days. If 14 days have gone by since your package delivery, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must fall under these guidelines:

●     In the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

●     Damaged.

●     Non-working state.

●     Product never arrived to customer (Diras will verify).

Customer must notify within 7 days of delivery.

To start a return, you can contact us at sales@dirashomesandlifestyle.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

To complete your return, contact our Customer Support Staff at sales@dirashomesandlifestyle.co.uk within 14 days of delivery.

DISCLAIMER

Diras is an outlet for High Quality brands and are not the brand itself.

Refund request and processing times will vary from each brand.

Refunds

If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.

If you have received an item that you no longer require you are able to return it to us within 14 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. The collection charge for all order value items apply. This cost covers the return of the item from your address to suppliers warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 14 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@dirashomesandlifestyle.co.uk.

Exchanges

We only replace items if they are defective or damaged. If you need a replacement for a damaged/defective item, please send us an email immediately at sales@dirashomesandlifestyle.co.uk. 

More Delivery Info

If you live in the UK outside the mainland, or when access to the property is not straight forward, we may still be able to deliver, however an additional delivery charge can apply. Again please contact us for further information.

The delivery is normally in the standard working week - Monday to Friday.

Next working day delivery is usually on the next working day i.e. Monday to Friday with bank/public holidays excepted, provided the order is placed before 12pm. If you are outside this time please call and we may be able to deliver the item(s) the following working day. When a product is ordered on a weekend day or a bank/public holiday the next working day delivery will be on the second working day after the off period e.g. a order placed at a weekend (Saturday or Sunday), will be arranged for delivery on the Tuesday following the Sunday.

Deliveries are carried out by our transport, via independent carriers or by the manufacturers themselves. Some orders may be delivered in more than one drop.

Whilst we make every reasonable effort to deliver promptly and within the expected time frame, there may be situations beyond our control which we cannot be held responsible or accept liability for. These can include, but not limited to, traffic problems, manufacturer's sudden stock shortages, or manufacturing delays. We will make every effort to keep you informed as soon as we are made aware of them.

WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED, WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.

Access

We reserve the right to refuse delivery if you have not informed us about any conditions that may affect the delivery access e.g. a flight of stairs, or, when the delivery company arrives they determine it is unsafe to make the delivery. You will have the choice of leaving the products on the ground floor\in the property, or the products will be taken away and any failed delivery charges that occur from the delivery company will be passed on to you.

The same applies to vehicle access; we must be made aware of anything that may restrict access to large vehicles such as a low bridge or narrow lanes.

Checking Items on Arrival

We very strongly recommend on delivery where possible that you thoroughly inspect the goods before signing the delivery acceptance slip.

In the unlikely event of obvious damage occurring on the delivery journey, please write ‘DAMAGED’ and make a note of the problem on the delivery slip. Please note, although we send products out in prime condition, with the best will in the world some boxes can arrive looking creased etc. This does not mean the product inside is damaged. Please accept the package and open carefully to check the product and follow the procedure below.

If inspection is not possible before signing for the items, please write ‘UNCHECKED’ on the delivery slip and accept the goods.

Within 7 days of receiving the order you agree to examine the order by opening all the boxes and thoroughly examining all the items on the delivery before any installation/fitting take place, and notify us of any damages, faults, shortages or errors in the order to us immediately. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty or damaged item. We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer to fix the problem or replacing the whole item as necessary.

We cannot refund or exchange any items which are signed for, have not have been reported as damaged within 7 working days of delivery and then subsequently reported as damaged after this period. Such damage, which could be seen on a reasonable initial inspection, for example and not exclusively, dented or scratched exterior panels, will not be accepted. This does not relate to any fault found later that could not be seen easily on a reasonable initial inspection.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.

This does not affect your statutory rights.

Installation

The prices quoted are for purchase and delivery of products and do not include any installation or fitting services.

We cannot accept liability for damages or errors if goods have been fitted / used.

We recommend that you do not arrange dates for any installers / fitters or remove/discard any old equipment until the NEW items have arrived and been checked for damages. We cannot accept responsibility or liability for any damages, faults, shortages or errors that are not reported with the first 7 days, and upon arrival of the installer /fitter, the product is found to have either damage, faults, shortages or error.

Please note dimensions specified are with a tolerance and depending on the products may be subject to variations. We always recommend that you wait for your purchase (s) to arrive before making any changes to your space.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received. As a general guide, you should have the replacement within 3 days of the return of the damaged item.

Cancellations

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.

As standard you can cancel your order at any time from point of ordering up to the delivery date, and then you can return item(s) within 14 working days from the date of receiving the goods, without giving a reason.

Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.

If you wish to return an item to us please see the returns section above for details of how to do this.