Refund policy

Refund and Return Policy

Last updated: 17 October 2026

At Dagenhamgr, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may be eligible to return the item or request a refund in accordance with this policy and applicable UK consumer protection laws.

1. Return Period

You may request a return within 30 days of receiving your order, subject to the conditions below.

For online purchases covered by UK distance-selling regulations, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel your purchase. You then have a further 14 days to return the goods.

Our 30-day return period does not limit or replace any statutory rights you may have.

2. Return Eligibility

To be eligible for a return, please ensure that:

  • The item is returned in a condition consistent with reasonable inspection.

  • The item is accompanied by its original packaging, where reasonably possible.

  • Any accessories, instructions, or other items supplied with the product are included, where applicable.

  • You provide your order number or proof of purchase.

You may handle an item as reasonably necessary to inspect its nature, characteristics, and functioning. We may make a lawful deduction for diminished value if the item has been handled beyond what is necessary to inspect it.

3. Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including:

  • Personalised or custom-made products.

  • Perishable goods that deteriorate or expire rapidly.

  • Sealed goods unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

  • Digital content supplied online where the applicable legal requirements for loss of cancellation rights have been met.

  • Other products that are legally exempt from cancellation rights.

This section does not exclude your rights regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.

4. How to Request a Return

To start a return, please contact us with the following information:

  • Your full name.

  • Your order number.

  • The item you wish to return.

  • The reason for your return, if applicable.

Contact details

Business name: Dagenhamgr
Address: 165 Strathmore Crescent, Newcastle Upon Tyne, United Kingdom, NE4 8UA
Phone: 07506579651
Email: Please use our customer support email address listed on our Contact Us page.

Please contact us before sending a return so we can provide the appropriate instructions. Do not send products to an alternative address unless we have authorised it.

5. Return Shipping Costs

For returns because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided you were informed of this obligation before purchase.

If an item is faulty, damaged, incorrect, or not as described, please contact us. We will arrange an appropriate remedy and cover reasonable return costs where required by law.

Original standard delivery charges will be refunded where required by applicable law. Additional charges for premium delivery services may not be refundable beyond the cost of standard delivery.

6. Refunds

Once your returned item has been received and assessed, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method unless another method is agreed with you where legally permitted.

For eligible online order cancellations, we will refund you within the time required by law, generally within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

Your payment provider may require additional time to process the refund and display it in your account.

We will not charge an administrative fee for exercising your statutory cancellation rights.

7. Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, faulty, or different from what you ordered, contact us as soon as possible and include your order number and photographs where helpful.

We will review the issue and explain the available next steps.

Your statutory rights remain unaffected. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, or refund. Under UK law, qualifying faulty goods generally carry a 30-day short-term right to reject for a refund.

8. Exchanges

If you would like to exchange an item, contact us before returning it. Exchanges depend on product availability.

If an exchange is unavailable, we will discuss the applicable refund or other available remedy with you.

Nothing in this section limits your statutory rights.

9. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible. We will try to stop the shipment where feasible.

If your order has already been dispatched, you may need to follow the return procedure above.

Your statutory cancellation rights for eligible online purchases remain unaffected.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account or payment provider.

  2. Contact your card issuer or payment provider to ask whether the refund is pending.

  3. If you still have not received it, contact Dagenhamgr using the details below.

We will review the status of your refund and assist you.

11. Contact Us

For questions about returns, refunds, exchanges, or cancellations, please contact:

Dagenhamgr

165 Strathmore Crescent
Newcastle Upon Tyne
United Kingdom
NE4 8UA

Phone: 07506579651

Email: Please use the complete customer support email address published on our website.

We aim to respond to customer enquiries as promptly as reasonably possible.

12. Your Statutory Rights

This policy is intended to operate alongside applicable consumer protection legislation in the United Kingdom and any other jurisdiction where we are legally required to provide additional consumer rights.

Nothing in this policy excludes or restricts any consumer rights that cannot lawfully be excluded or restricted.