Returns Policy
1. Right to Cancel
1.1) You have a right to cancel your order for any item purchased through our website with or without reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for refund, except for those which have been custom-made (e.g. made-up table tennis bats).
1.2) All our DHS products are imported directly from DHS Shanghai. Each item is quality checked before being boxed and sealed with a security seal. This is to guard against our authentic items being replaced with counterfeit items. If any item is returned with the security seal broken, then the return request will be refused and the item will be sent back to you. By placing an order with us, you confirm that you accept this return policy as part of our terms of sale.
1.3) If you are unhappy with your purchase and wish to return it, you have 14 days to notify us by email from the day after receipt of your order. Once we receive your return request, we may request more information from you to clarify the reason for return.
1.4) We will accept unused returns for replacement or refund within 14 days from the date you notify us of your intention to return, provided that the product is returned in the same condition in which it was delivered and with our security seal intact.
1.5) If your order consists of multiple goods, the 14-day period to notify us of your intention to return a certain item runs from the date when you receive that particular item.
1.6) If any products are received damaged or faulty, you are entitled to return it for refund within 30 days of receipt. A repair, replacement, part-replacement or price reduction may be offered which you can choose to accept if you wish.
1.7) If DHS TT UK Ltd is notified after 30 days that a product is faulty, the product may be returned and a repair, replacement or part-replacement will be provided by DHS TT UK Ltd once the fault has been verified. A repair will always be provided ahead of a replacement whereby the fault is minor and easily and quickly corrected. If the product cannot be repaired or replaced DHS TT UK Ltd may offer a price reduction for you to keep the product or a refund if you do not wish to keep the product.
2. Procedure for Returns
2.1.1) If a Royal Mail Tracked Returns label has been included with your delivery, this may be used to return items from your order to us. If the returns label is lost, damaged or missing from the package, you can ask us for another one.
2.1.2) Returned items should be securely packaged and conform to the following guidelines:
– Must be less than 20kg
– Must be smaller than 61cm (L) x 46cm (W) x 46cm (D)
2.1.3) When returning a product, please include a note of your name, address details, contact number and reason for returning.
2.2.1) If you would prefer to return a product using another method of your own choosing (it is recommended you consider Liability for Cost of Returns below when choosing how to return), please send to:
DHS TT UK Ltd (Product Returns)
2 Ravelston Garden
Edinburgh
EH4 3LD
United Kingdom
3. Liability for Cost of Returns
3.1) In the event that DHS TT UK Ltd or products sold by DHS TT UK Ltd are at fault DHS TT UK Ltd will be liable to pay (or reimburse you) the postage costs for returns;
3.1.1) As such, a Royal Mail Tracked Returns label, as mentioned in section 2.1.1), should be used to return any order item(s) so long as they conform to the guidelines mentioned in section 2.1.2).
3.1.2) Products which are claimed to be faulty and weigh more than 2kg (e.g. table tennis robots etc.) can be arranged to be collected by DHS TT UK Ltd (or by an agent acting on behalf of DHS TT UK Ltd) via a courier service.
a) This service will incur no cost to you if the product is verified as faulty on return.
b) If the product is verified as not faulty upon its return the product will be returned to you subject to a £20.00 carriage charge, which must be paid in advance of its return.
3.1.3) If you choose not to make use of a Royal Mail Tracked Returns label (in such cases that this is a valid option), instead favouring a returns option of your own, even in the event that a product we’ve sent you may be faulty or incorrect, we reserve the right to reimburse you only up to the value of £3.00 for the return postage cost.
3.1.4) DHS TT UK Ltd may employ an agent to act on their behalf for the handling of servicing or claims regarding fault of certain products (e.g. table tennis robots). This does not affect your statutory rights; however, you may be required to discuss all aspects of any such claim with DHS TT UK Ltd’s third-party representative agent to the point that the issue is resolved.
If you have purchased a DHS robot from DHS TT UK Ltd and you wish to request for it to be serviced or raise a claim for a fault, please download the DHS Robot Report Form at www.dhs-tt.uk/DHS_Robot_Report_Form.docx and follow the instructions on the form.
3.2.1) In the event that DHS TT UK Ltd or products sold by DHS TT UK Ltd are not at fault liability for all postage costs for returns rests with you. In such cases, a Royal Mail Tracked Returns label may be used to return order item(s) to us as per section 2.1.1), so long as they conform to the guidelines mentioned in section 2.1.2). In such cases, DHS TT UK Ltd reserve the right to deduct the cost of this return (£3.00 as of 23/01/2020) from any refund due to you for the returned item(s).
3.2.2) We will not refund the return postage paid by you to another courier for the return of any order item(s) whereby DHS TT UK Ltd or products sold by DHS TT UK Ltd are not at fault.
3.2.3) DHS TT UK Ltd will not accept fault for any returned order items if the reason for return is that they are no longer wanted, despite being correct and not faulty, nor for items returned due to sizing issues (so please see our size guide or contact us regarding sizing prior to ordering if you are unsure).
4. Right to a Refund
4.1) Faulty or incorrect products must be sent back for inspection before a refund will be issued. If the product is found to be incorrect or have a defect you will be offered a repair, refund or exchange as applicable (if available).
4.2) Damage due to normal wear and tear, misuse, alteration to the product, or negligence is not covered under our returns policy and a refund will not be given.
4.3) Incorrect goods returned for replacement or refund should have our security seal intact. If any item is returned with the security seal broken, then the return request will be refused and the item will be sent back to you. By placing an order with us, you confirm that you accept this return policy as part of our terms of sale.
4.4) Returned goods should be adequately sealed in original packaging. On returning any item the original packaging should also be returned and neither the goods nor the packaging should be used, defaced or damaged beyond what is necessary to examine the product as would be necessary to assess in a high street store. Failure to do so could result in only a partial refund being issued where the value of the returned product has been diminished due to the condition of its packaging upon return, or your right to a refund could be voided all together.
4.5) Once a fault has been verified for a returned product, you will be entitled to receive a full refund for the value of the product (such as satisfied with clause 4.3 above) as well as the cost of returning the product (such as satisfied by clause 3.1.3) above) within whichever is the sooner of 14 days from:
a) proof of posting being provided by you to DHS TT UK Ltd by email, fax or post, or;
b) the product being received by DHS TT UK Ltd, or;
c) if DHS TT UK Ltd has agreed to collect the product, the date that cancellation has been requested.
4.6) On returning any order item(s), it is recommended that, where applicable, you ensure you ask for proof of posting that you have sent the package. If you return an item without obtaining proof of postage and it is lost in transit, we reserve the right not to issue a refund. In such cases, you are responsible for the item until we receive it. Therefore, we suggest you return the parcel using Royal Mail Recorded (Signed For) Delivery or similar.