Customer Service Information

This customer service section aims to answer any questions you may have about our products or the service we provide.

Please browse the information below to find out more information:

Delivery Information

Products are normally available from stock and are dispatched within 48 hours of receipt of your order. Delivery to UK mainland addresses normally takes 7 working days from receipt of your order by us. Delivery is made through independent carriers, for example Parcelforce. A signature is required on delivery of the product.

Pricing and descriptions

Product descriptions, prices and promotions shown on this website should only be used as a guide and DV Townend reserve the right to vary them without notice. Images are provided to help customers recognise products. All prices quoted are inclusive of value added or other taxes.

Returns

Arrived Damaged or Faulty - If your goods arrived damaged or are faulty your first action is to inform us by email to info@dvtownend.com within 7 days and preferably within 48 hours.

Faulty Goods - If your purchase was originally fine but has become faulty quite soon afterwards, please email us in the first instance to info@dvtownend.com with a short description of the problem and we will email you back.

Non-Faulty Goods - Non-faulty goods must be returned within 3 days after receiving the product. In the first instance please contact us by email at info@dvtownend.com preferably within 48 hours. Our Returns Department will then contact you with the relevant procedure. Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, we will fully refund the price of the goods. You will receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Refunds

Faulty Goods - All verified faulty goods will be fully refunded and we will also pay for the return postage. Please note that the verification process may mean we have to send the item back to the manufacturer. You will receive your refund within 30 days although usually much sooner.

Non-Faulty Goods - Non-faulty goods must be returned within 3 days as detailed above. Provided everything is in order we will fully refund the price of the goods. The return postage will not be refunded unless the reason for return is due to a mistake by ourselves.

Cancellations

Provided the goods are received in brand new, never been used condition and with the same packaging that they left our warehouse in, and in 3 days of delivery. we will fully refund the price of the goods. You receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Complaints

It is in our interest to resolve any complaints as soon as they occur.

We will personally deal with all complaints as soon as possible, acknowledging your complaint within 48 hours and keeping you informed of our progress during the complaints procedure.

If you have a complaint, please don't hesitate to contact us.

Security

Methods of Payment

You can make a secure payment by credit card using our Secure Server and Shopping Cart. We won't charge your credit card until the items are despatched.

You can pay using the following credit cards: