Refund policy

Last updated: 2nd February 2026

This policy outlines how Dreibach Ltd ("Dreibach", "we", "us") handles returns, cancellations, and refunds for orders placed on our website and shipped within the United Kingdom.

If you have any questions, please email our support team at shopify@dreibach.co.uk with your order number.

1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your order.

  • 21-Day Window: You have 21 days from the day after you (or someone you nominate) receive the goods to notify us that you wish to cancel.

  • How to Cancel: To exercise this right, you must email us at shopify@dreibach.co.uk within the 21-day period. You may use the Model Cancellation Form in Section 10, but it is not obligatory.

2. How to Make a Return

  1. Get Authorization: You must contact us at shopify@dreibach.co.uk to request a return and receive a Return Merchandise Authorization (RMA) number. We do not accept unsolicited returns.

  2. Return Deadline: Once you have notified us of your intent to cancel, you have a further 21 days to send the goods back to us.

  3. Return Address: We will confirm the correct returns address when you contact us. Do not send items to our registered office unless specifically instructed.

3. Return Shipping Costs

  • Customer Responsibility: For all "change of mind" cancellations, you (the customer) are responsible for the full cost of returning the goods.

  • Proof of Postage: We strongly recommend using a tracked and insured shipping service. You are responsible for the item until we receive it. We will not refund items lost or damaged in transit back to us.

  • Non-refundable: Original shipping costs are non-refundable (see Section 5).

4. Condition of Returns & Deductions

To receive a full refund, returned items must be in new, unused, and resalable condition. This includes:

  • All original packaging (e.g., boxes, bags, dust covers).

  • All original tags, labels, and accessories attached and intact.

  • No signs of wear, use, washing, or damage.

  • Hygiene seals must be unbroken.

We are legally permitted to make a deduction from your refund for any loss in value of the goods if the loss is a result of unnecessary handling by you (i.e., handling the goods beyond what is necessary to establish their nature, characteristics, and functioning).

5. Refund Processing

  • Timeline: Once we receive and inspect your return, we will process your refund within 14 days of the item's arrival at our facility.

  • Method: Refunds will only be issued to your original payment method.

  • Amount:

    • If you cancel your entire order within the 21-day cooling-off period, we will refund the price paid for the goods and the cost of our standard outbound delivery.

    • We will not refund supplementary costs if you chose a premium or express delivery option.

    • If you are only returning part of an order, we do not refund any outbound delivery charges.

6. Faulty, Damaged, or Incorrect Items

Your statutory rights under the Consumer Rights Act 2015 are not affected.

  • 30-Day Right to Reject: If your item is faulty, not as described, or damaged in transit, you have a 21-day period from the date of delivery to reject the item and claim a full refund.

  • Reporting Deadline: You must inspect your items immediately upon delivery.

    • For damaged in transit or incorrect items, you must contact us at shopify@dreibach.co.uk within 48 hours of delivery.

    • For faulty items, you must contact us as soon as the fault becomes apparent, and ideally within the 21-day rejection period.

  • Mandatory Evidence: All reports must include your order number, a clear description of the issue, and clear photographic or video evidence showing the fault, damage, or incorrect item. We cannot proceed without this evidence.

  • Resolution: Once we have verified the issue, we will provide a pre-paid return label or arrange a collection. We will offer a refund, repair, or replacement in accordance with your statutory rights.

7. Non-Returnable Items (Exclusions)

Unless they are faulty, we cannot accept returns for the following items:

  • Personalised or custom-made items.

  • Perishable items.

  • Hygiene-sensitive items where the hygiene seal has been broken or removed (e.g., cosmetics, earrings, swimwear, undergarments).

  • Digital content after you have started to download or stream it.

  • Gift cards.

8. Exchanges

We do not offer direct exchanges.

If you require a different size, colour, or item, you must return the original item for a refund (following the process in Section 2) and place a new, separate order for the item you want.

9. Promotions & Bundles

If you return an item that was part of a bundle, promotion, or "free gift" offer, your refund will be adjusted. We may either deduct the value of the kept items/free gift at their full standalone price from your refund, or require you to return the free/promotional items as well.

10. Model Cancellation Form

(You may use this form, but it is not obligatory. Emailing us is sufficient.)

To: Unit 2, Capital Business Park, Manor Way, Borehamwood, Hertfordshire, WD6 1GW
United Kingdom; shopify@dreibach.co.uk

I/We [] hereby give notice that I/We [] cancel my/our [*] contract of sale of the following goods:

Order number: ________ Ordered on [] / received on []: ________ Name of consumer(s): ________ Address of consumer(s): ________ Signature of consumer(s) (only if this form is notified on paper): ________ Date: ________

[*] Delete as appropriate

11. Contact Details

For all return and refund enquiries, please contact us first: 

Dreibach Ltd
Company number: 11302910
Headquarters & Returns: Unit 2B Furnace Ln, Nether Heyford, Northampton NN7 3LB
Registered Office: 18, The Broadway, East Ln, Wembley, HA9 8JU
Email: shopify@dreibach.co.uk
Tel: +44 2039001415