We want you to be happy with your order. This policy explains your rights. It does not affect your statutory rights under UK law.
Changed your mind? 14-day returns
- You can cancel your order for any reason within 14 days of the day you receive it.
- To cancel, email us at hello@dustydune.co.uk with your order number (you can use the model cancellation form below, but you don't have to). We will reply with the return address.
- You then have a further 14 days to send the item back to us.
- Return postage for change-of-mind returns is paid by you. Please use a tracked service and keep proof of postage, as the item is your responsibility until it reaches us.
- Items must be returned unused, with all parts, and in the original packaging where possible. We check every return when it arrives. If an item has been used or handled more than needed to check it, we may reduce the refund to reflect any loss in value.
- Once we have received and checked the item (or you've sent us proof of postage), we will refund you within 14 days to your original payment method.
Items we can't accept back for change of mind
- Health, hygiene and personal care items (for example shavers, trimmers, cosmetics, earbuds) once the seal or protective packaging has been removed.
- Personalised or made-to-order items.
Faulty, damaged or wrong item?
- Please contact us within 30 days of delivery with your order number and clear photos or a short video showing the fault, damage or wrong item, plus a photo of the packaging and label where possible. We can't process a claim without this evidence.
- We review every claim. If we need more information, or need to inspect the item, we'll let you know.
- Once the fault is confirmed, we'll put it right in line with your legal rights, by a replacement, repair or refund as appropriate. You won't pay postage for an item confirmed as faulty, damaged or incorrect.
- Your rights under the Consumer Rights Act 2015 are not affected.
Missing parcel
If your order hasn't arrived within 10 working days of dispatch, please email us. We'll check the tracking and investigate with the courier before resending or refunding. If tracking shows the parcel as delivered, we may ask you to check with neighbours and any safe place first.
Model cancellation form
To: DustyDune, hello@dustydune.co.uk
I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on / received on: [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]