Changed your mind? Here’s how returns work
We want you to be happy with your fittings. This policy sits alongside — and never reduces — your legal cancellation rights.
Last updated: 22 June 2026
14-day returns
You can return unopened items within 14 days of delivery for a refund. Items should be in their original, unopened packaging and in resaleable condition.
Sealed hygiene items
For hygiene reasons, certain sealed contact items — such as leak-detection tablets — cannot be returned once the seal is broken, unless they are faulty. Unopened, they can be returned within 14 days like any other item. This is noted clearly on each affected product page.
Faulty or incorrect items
If an item arrives faulty, damaged or not as described, you’re entitled to a repair, replacement or refund. Contact us within a reasonable time of discovering the fault and we’ll cover return postage for genuine faults.
How to start a return
- Email support@dwph.shop with your order number and which items you’re returning.
- We’ll reply with the return address and simple instructions.
- Send the items back to us — we recommend a tracked service so you have proof of postage.
Return postage
For change-of-mind returns, you pay the cost of returning the item. For faulty, damaged or incorrect items, we cover it.
Refunds
- Once we receive and check your return, we’ll process your refund to your original payment method.
- Refunds are issued within 14 days of us receiving the returned goods (or proof you’ve sent them).
- Where you exercise your legal right to cancel, your refund includes the original standard delivery charge — see Right to Cancel.
Your legal rights
Nothing in this policy affects your statutory rights, including your right to cancel a distance purchase. UK and EU customers have a 14-day right of withdrawal — full details are on our Right to Cancel page.