Refund policy
Returns and Refunds
We want you to be happy with your DELIM order. If something is not right, here is how it works.
Our 30-day return window
You have 30 days from the day your order arrives to request a return.
To be returned, the product must be:
- Still sealed in its original packaging
- Unopened and unused
- Sent back with proof of purchase
Hygiene rule (please read)
DELIM products go on or near your mouth. For your safety and the safety of other customers, we cannot accept returns on any item once the seal is broken. This is standard practice for hygiene products under UK law.
If you are not sure the product is right for you, please contact us before opening it.
Your 14-day right to cancel (UK law)
Under the UK Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel your order for any reason. The hygiene rule above still applies, so the item must be sealed and unopened.
If your item is faulty, damaged, or wrong
Please check your order as soon as it arrives. If anything is faulty, damaged, or not what you ordered, email us within 30 days at info@thedelim.com with your order number and a photo. We will sort it quickly with a replacement or full refund. This is your right under the UK Consumer Rights Act 2015.
How to start a return
- Email info@thedelim.com with your order number and reason for return.
- We will reply with the return address and next steps.
- Please do not send items back before contacting us. Returns sent without approval will not be accepted.
Who pays for return postage
- Faulty, damaged, or wrong item: we cover the cost.
- Change of mind: you cover the cost of return postage.
Original delivery cost
- Faulty or wrong item: we refund your original delivery cost too.
- Change of mind: original delivery cost is not refunded.
Exchanges
The quickest way to swap a product is to return the one you have (if eligible) and place a new order.
Refunds
Once we receive and check your return, we will email you to confirm if it is approved.
If approved, your refund goes back to your original payment method within 10 business days. Your bank may take a few more days to show it. If you have not seen your refund after 15 business days from approval, please email info@thedelim.com.
Items we cannot accept
- Opened or used products
- Sale items
- Gift cards
eBay orders
If you bought from our eBay store, please use the eBay returns system so your order is protected by eBay Buyer Protection.
Contact
For any return question, email info@thedelim.com.
Returns address (only send after approval): 30 Belgravia Court, Reading, ENG, RG30 2BL, United Kingdom