Refund Policy

At DIMIDA LTD, we stand behind the quality of every product we sell. Our refund and returns policy is designed to be fair, transparent, and straightforward. We want you to be completely satisfied with your purchase — and if you are not, we will make it right.

1. 30-Day Returns Window

You have 30 calendar days from the date of delivery to initiate a return for any reason. If 30 days have elapsed since your delivery date, unfortunately we cannot offer a refund or exchange unless the item is covered under warranty or was delivered faulty or damaged.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The item must be in its original, unused condition with all original packaging, accessories, and documentation.
• The item must not show signs of use, wear, or damage caused by the customer.
• Proof of purchase (order confirmation email or invoice) must be provided.
• The return must be initiated within 30 days of delivery.

Items that are returned incomplete (missing accessories, manuals, or original packaging) may be subject to a restocking fee of up to 15% of the product value.

3. Non-Returnable Items

The following items are not eligible for return:

• Items that have been assembled, installed, or significantly used.
• Custom or personalised orders made to your specific requirements.
• Items damaged by misuse, negligence, or improper installation.
• Hygiene-sensitive items that have been opened (where applicable).

4. Faulty or Damaged Items

If your item arrives damaged or develops a fault within the warranty period, we will replace or repair the item at no cost to you. Please contact us within 48 hours of receiving a damaged delivery, providing photographs of the damage and packaging. We will arrange collection and replacement or a full refund at your preference.

5. How to Initiate a Return

To begin the returns process:

• Contact us at info@dimida.shop or call +44 7476 667048 within the 30-day returns window.
• Provide your order number, the item(s) you wish to return, and your reason for returning.
• Our team will issue you a Return Authorisation Number (RAN) and return shipping instructions.
• Package the item securely in its original packaging and include your RAN clearly marked on the outside.

Please do not return any item without first obtaining a Return Authorisation Number — unauthorised returns may not be processed.

6. Return Shipping Costs

For returns due to change of mind or preference, the customer is responsible for return shipping costs. We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit. For returns due to fault, damage, or incorrect items supplied by DIMIDA LTD, we will arrange and cover the cost of collection.

7. Refund Processing

Once we receive and inspect your returned item, we will notify you by email of the outcome. Approved refunds are processed within 5–10 business days of receiving the returned goods. Refunds are issued to the original payment method. Please allow additional time for your bank or card provider to process the refund.

8. Exchanges

If you would prefer to exchange your item for a different product or variant, we are happy to assist. Please contact us to discuss available options. Exchanges are subject to product availability and any price differences will be charged or refunded accordingly.

9. Consumer Rights

Nothing in this Refund Policy limits or affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK legislation. You are always entitled to a repair, replacement, or refund for goods that are faulty, not as described, or unfit for purpose.

10. Contact Us

For all returns, refund enquiries, or warranty claims, please contact our customer care team:

• Email: info@dimida.shop
• Phone: +44 7476 667048 (Mon–Fri, 9am–6pm)
• Post: DIMIDA LTD, International House, 64 Nile Street, London, N1 7SR

We aim to resolve all returns and refund enquiries promptly and to your complete satisfaction.