Returns Policy

Extended returns policy for Christmas

We have extended our returns policy for Christmas. Returns or exchanges for purchases made between 15th October and 24th December will be accepted until 28th January 2024. Not applicable to special order items.

Returns

We accept returns for a full refund for non special order items only (see below for our terms and conditions on special order items), minus original postage charges or an exchange depending on the customers choice. As per our standard returns policy we do not offer free returns, it is the customers responsibility to return the goods to us. If the value of the goods is less than £100 and you are looking to exchange the item you will also need to pay a re postage charge of £5.95.

All returns should be sent to Diss Ironworks, 7 St Nicholas Street, Diss, Norfolk, IP22 4LB and must be sent pack in a saleable condition with all the original packaging.

You can return any unused product ordered up to 28 working days commencing from the day of receipt of the product, by contacting us in writing within the 28 working day period and we will refund any payment that you have already made upon receipt of the returned item providing the products are in their original packaging and in a new and unused condition.

If you return products by post, please ensure you package and label them properly so that they are not lost or damaged in transit. We recommend you insure the item and retain some proof of postage in the event that the products go missing, as products remain your responsibility and property until we receive them. The cost of returning any goods is the responsibility of the customer and this cost will not be reimbursed by us as part of the refund process.

Damaged items

If your item is damaged or faulty on arrival, this must be reported to us within 7 days of receiving the goods.

Missing parcels

If your parcel is missing, this must be reported to us within 7 days of receiving the dispatch notification.

All contact with Diss Ironworks Ltd should be via email on customerservices@dissironworks.co.uk stating your name and order number or via post to Diss Ironworks Ltd, 7 St Nicholas Street, Diss, Norfolk, IP22 4LB.

Refunds

If we acknowledge an order but, for some reason outside our control, we are unable to fulfil the order within 30 days then any payment made will be refunded immediately if you ask us to do so. Refunds due against returned goods will be paid as soon as the returned goods are received by us, subject to the goods being received in an unused, undamaged condition and in their original packaging. Refunds will take 5-10 working days to appear back to your payment method depending on which bank you use.

 

Special Orders

Please note that all orders for Range Cookers, Large Appliances, Stoves, Big Green Eggs and Big Green Eggs bases are specialist orders. These are items that we do not hold in stock and are ordered in to meet customer requests and are therefore not covered by our standard online returns and refund policies.

Due to the special and tailored nature of this type of order if you do wish to cancel your order for any reason, the following cancellation and restocking fees will apply.

Within 14 days of delivery 10% of your total order.

Within 7 days of delivery 20% of your total order.

Within 3 days of delivery 50% of your total order.

24hours or less before delivery 100% of your total order.

Please ensure any special order items that you order are suitable for your needs and you have checked any dimensions, specifications and colours. We are unable to accept any returns once these goods are delivered unless they are damaged or faulty. If a failed delivery takes place due to the product not being able to delivered into the home because of door widths etc there will be a restocking fee of 20% of the total order value and failed delivery charge.

 

Payment

Payment is accepted in pounds sterling by most major credit or debit cards as detailed on our web site at time of order.

 

Payment Security

All card payments made on our website are handled on our behalf by either WorldPay, Stripe or PayPal’s secure payment gateways and utilise secure encryption. No card details are processed or stored at any time on the Diss Ironworks website.