Delivery & Returns Policy

1. Delivery

1.1 Order Processing

• All orders are processed within 2–4 business days (excluding weekends and UK public holidays).

• You will receive:

  • An order confirmation email after purchase

  • A dispatch notification once your order has shipped

• Processing times may vary during peak periods, promotional campaigns, or supplier delays.

1.2 Domestic Shipping (UK Only)

• Shipping charges are calculated and displayed at checkout.

• Free local delivery may be available for orders over £50, subject to availability and location.

• Where applicable, we may contact you by text on the day of delivery using the phone number provided at checkout.

1.3 Delivery Estimates

• Estimated delivery times are guidelines only and are not guaranteed.

• Diragan Ltd is not responsible for delays caused by:

  • Courier services

  • Adverse weather or traffic disruptions

  • Customs or freight delays

  • Circumstances beyond our reasonable control

• For significant delays, we will contact you as soon as possible.

1.4 Failed Delivery Attempts

• If delivery is attempted and unsuccessful, couriers may attempt redelivery or request collection from a local depot.

• Additional delivery costs may be passed to the customer.

1.5 International Shipping

• Currently, we do not offer international shipping.

• All orders must be delivered within the United Kingdom unless otherwise agreed in writing.

2. Returns & Refunds

2.1 Customer Returns (Retail & Trade Buyers)

• Customers have 14 calendar days from delivery to request a return only if items are faulty, damaged, or approved by Diragan Ltd.

• Certain items are non-returnable, including:

  • Perishable goods

  • Clearance items or discontinued stock

  • Custom or special-order products

  • Products with broken seals or packaging

• If a return is approved, a restocking fee may apply at Diragan Ltd’s discretion.

2.2 How to Return an Item

• To initiate a return, email: 📧 info@diragan.co.uk

• Include:

  • Full name

  • Order number

  • Reason for return

  • Photos of the product (if relevant)

• We will provide instructions for the next steps.

2.3 Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or damaged.

• Return shipping costs are non-refundable and may be deducted from any refund.

• Use a tracked delivery service, as Diragan Ltd is not responsible for items lost in transit.

2.4 Refund Process

• Once a returned item is received and inspected, we will notify you if the refund is approved.

• Approved refunds will be processed to your original payment method.

• Refunds may take 3–10 business days to appear, depending on your bank or card provider.

2.5 Damaged, Faulty, or Incorrect Goods

• Notify us within 48 hours of delivery, providing photographic evidence where possible.

• Resolutions may include:

  • Replacement item

  • Full refund

  • Partial refund

• Where damage is due to courier handling, additional information may be required for insurance or courier claims.

2.6 Wholesale & Trade Returns

• Returns for wholesale orders are only accepted if approved in writing by Diragan Ltd.

• Goods must be collected or returned within 14 days of notification unless otherwise agreed in writing.

• Customers are responsible for ensuring products are stored, handled, and transported properly prior to collection or dispatch.

• Diragan Ltd reserves the right to refuse returns of goods that are damaged, improperly handled, or not in their original condition.

2.7 Your Statutory Rights

• Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

3. Contact Us

• For questions about delivery, returns, or refunds, email: 📧 info@diragan.co.uk