Damaged & Faulty Items

If any item we have supplied is damaged on receipt or, within 6 months of supply, develops a fault, we will ask you to return the item to us for inspection. We will then replace or repair the item free of charge or refund the price you paid for it together with any packing and postage / delivery charges you paid to us for delivery of that item. If you paid for one of the special delivery options such as Next Day Delivery we will only refund the basic delivery charge that would have been payable for that item. You may have additional manufacturers’ warranties with some products such as electrical items giving you additional rights and you should check these carefully. To exercise your right to a refund, please follow the instructions in ‘How to Return Items’ below.


Cancellation Rights

Consumers have the right to cancel orders for goods or services that have been placed on dslmobility.co.uk for up to 14 working days after the date on which the item(s) are delivered. This is called the ‘cooling off period’.

This right does not apply to certain items such as:

  • Any item that is made from materials that may be distorted if worn.
  • Any item which requires us to provide a service before approving the item for supply – provided that we have begun to provide the service in question.
  • Any item that is made to order or customised.

To exercise your cancellation right, you should follow the instructions in ‘How to Return Items’ below.

You have a legal responsibility to keep the items in reasonable condition and in your possession until they are returned to us. This includes, for example, keeping any hygiene seals and clear plastic wrappings in place.


After 14 Days

If you wish to cancel an item after the cooling off period, provided you return the item to us within 14 days of the end of the cooling off period and in re-sellable condition we will refund the purchase price you paid for that item. We will not refund the packing and postage / delivery charge you paid to us for that item and you will have to pay the cost of returning the item to us.


Important Note

Your rights under the Distance Selling Regulations are to have the opportunity to inspect items you receive from us. Unless it is necessary to remove any hygiene seal or wrapping to inspect or assess an item, removal of such packaging shall be deemed to constitute a failure on your part to keep the items in reasonable condition and you will be in breach of your legal obligations. We are entitled to exercise our statutory rights in recovering any losses we incur in this respect.


How To Return Items

Damaged & Faulty Items: To return a damaged or faulty item you must follow the instructions on the Shipping Note included in the delivery. For small items that you return to us, we will provide a freepost address to return the item to. For large or high value items we will normally offer to collect them from you again at our cost.

Cancelled items: To return a cancelled item you must follow the instructions on the Shipping Note included in the delivery. You may return the items to us by your own preferred method. However, if you wish for us to arrange collection, then the following charges will apply:

Order Details

Collection Type

Collection Charge

Small Items
(Weighing up to 2 kg)
N/A N/A
Large Items
(Weighing up to 25 kg)
Courier Collection
£15.00*
Extra-Large Items:
(Weighing over 25 kg)
DSL Collection
(England, Wales & Scotland)
£65.00†
£110 For Beds†
Courier Collection
(Northern Ireland, Republic of Ireland, Isle of Man, Jersey, Guernsey and Isle of Wight)
£120.00†

* If you arrange a courier collection of a large item, but there is nobody at the address who can hand over the item to the courier on the agreed date, you will be charged an additional re-collection fee of £10.00.

† If you arrange for either a courier or DSL collection of an extra-large item,  but there is nobody at the address who can hand over the item to the courier on the agreed date, you will be charged additional re-collection fee equal to the original collection charge.


Receiving your Refund

Once we receive notice from you that you wish to cancel your order we will refund the purchase price for that item together with the packing and postage / delivery charge you paid to us for that item (if any). If you paid for one of the special delivery options such as Next Day Delivery we will only refund the basic delivery charge that would have been payable for that item.

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