Make a returns claim
Returns & Refunds Policy
We hope you will be satisfied with everything that you order from us but if something isn’t quite right, please contact us and if you wish to return it you have 30 days from the date of purchase.
We’ll give you a full refund, in exchange we ask that the item is returned with its original packaging and content in the condition you have received it.
How to return:
- Please email our customer service department on firstname.lastname@example.org with your request to return your item stating the reason for the return and if you wish to re-order.
- If possible, re-use the original packaging, tape the parcel securely and add your full details inside the parcel on a printed slip.
- The item should be labelled to the following address :
DIYHACKER, Returns, Lower Ground Floor, 5 Bethune Road, London, N16 5BW.
Please remember responsibility for the return is yours until the parcel reaches us.
Once the item has reached us and has been inspected, we will process your item refund within 5 working days to your payment card and you will be notified by email.
In the case where you wish to exchange your item, please email our Customer Service Advisors on email@example.com who will give you the best advice and provide you with the right item for your requirements. We will dispatch the new item to you as soon as possible.
You will be charged for purchasing the new item as a normal order and would be expected to return the old item as stated within our return and refund policy to get your full refund.
Our Customer Service inbox only operates Monday to Fridays 9am to 4pm and will aim to get back to you within 24h during those hours, about your queries.
Where does DIYHACKER deliver?
Items ordered can only be delivered to persons 18 years or older, with an address in the United Kingdom. We do not ship to the overseas territories including Isle of Man, Jersey and Guernsey.
What delivery options do I have?
Standard Delivery– £3.50
Standard delivery is free for orders over £25.
We will deliver your purchase within 2-3 working days after receiving your order confirmation.
24h Service (Order by 12pm ) and tracked Delivery – £7.98
We also offer next day and tracked delivery (excl. Saturday, Sunday and bank holidays) for orders placed before 12pm Monday to Friday. Orders placed after this will be delivered within two days (excl. Saturday, Sunday and bank holidays).
COVID19 UPDATE : OUR WAREHOUSE STILL OPERATES AS USUAL MON-FRI (EXCL. B.H). HOWEVER THERE MAY BE DISRUPTIONS WITH DELIVERY SERVICES (STANDARD AS WELL AS EXPRESS) AND CANNOT GUARANTEE THE DELIVERY TIMES STATED ABOVE.
How can I track my parcel?
As soon as we start packing your order we will send you a dispatch confirmation email with the delivery information and a link to track your order online. Please note, that it can take some time before the tracking information is uploaded.
If unable to deliver a package according to your chosen delivery option, it will automatically be returned to our warehouse.