Refund policy
REFUNDS AND RETURNS POLICY
Contact and returns address
Email help@darkstims.com about cancellations, returns or product problems. Include your order number where available and explain the issue. Returns should be sent to DARKSTIMS LIMITED, 1 Samson Road, Coalville, Leicestershire, LE67 3FP, United Kingdom. Please contact us for practical instructions, particularly for damaged or potentially unsafe goods. Our prior permission or a return reference is not a condition of giving valid statutory cancellation notice.
Changing your mind
For qualifying online goods purchases, you can normally cancel without giving a reason until 14 days after the day you or your nominated recipient receives the goods. You can also cancel before delivery. Different starting rules apply to split deliveries and qualifying regular-delivery contracts. Any longer period required by law applies, including where required cancellation information was not supplied. Tell us clearly that you wish to cancel, then send the goods back without undue delay and within 14 days after notifying us, unless we have offered to collect them. Applicable legal extensions to these deadlines also apply.
Supplements and protective seals
Where goods are supplied sealed for genuine health-protection or hygiene reasons and are unsuitable for return once unsealed, the statutory change-of-mind cancellation right does not apply after the relevant seal is broken. This depends on the actual product and seal; supplements and consumables are not automatically all excluded. Opening the delivery carton, or unscrewing an ordinary lid while a separate inner protective seal remains intact, does not itself break that inner seal. Unless expressly offered with your purchase, we do not provide a taste-trial or satisfaction guarantee. These rules never remove rights concerning faulty, damaged, unsafe, incorrect or misdescribed goods, including problems discovered after opening or using a product. Stop using a product if you suspect contamination or a safety problem and contact us.
Accessories and clothing
You may inspect or try eligible goods as reasonably necessary to establish their nature, characteristics and functioning, as you could in a shop. Goods do not have to remain untouched to qualify for statutory cancellation. Where legally permitted, handling beyond reasonable inspection may lead to a deduction reflecting an evidenced reduction in value. We do not impose automatic restocking fees, fixed-percentage deductions or deductions merely because outer packaging was opened.
Cancellation refunds and postage
Where a return is required and we have not offered collection, we refund without undue delay and within 14 days after receiving the goods or evidence that you sent them back, whichever is earlier. If no goods were dispatched, or we offered collection, the deadline is normally 14 days after receiving your cancellation notice. Inspection does not add an extra waiting period. For cancellation of the whole order, we reimburse the least expensive standard delivery option available when you ordered; an expressly chosen delivery upgrade need not be reimbursed. You pay direct change-of-mind return postage only where we informed you before purchase and have not agreed otherwise. Refunds use the original payment method unless you expressly agree another method, without a refund fee.
Faulty, damaged or incorrect goods
Goods must be of satisfactory quality, fit for purpose and as described. You normally have a 30-day short-term right to reject goods that breach those requirements, subject to the applicable legal conditions. After that, repair or replacement is normally the first remedy; a price reduction or final rejection may follow where the legal conditions are met. You do not have to accept endless replacements. We cover reasonable return costs where required for faulty-goods remedies. An agreed statutory rejection refund is made without undue delay and within 14 days beginning with the day we agree you are entitled to it. We will not unnecessarily prolong assessment. Opening or partly using a product does not automatically defeat a genuine fault claim.
Evidence and checks
Keep the item, remaining contents, tub, lid, seal, packaging and delivery label where available and safe. Prompt photographs of the problem and batch information can help. An unboxing video is optional. Missing packaging, photographs or video do not automatically remove statutory rights. We may inspect returned goods and compare relevant dispatch and product information. Return the item supplied, without substituting goods or deliberately altering or damaging them. If evidence appears inconsistent, we will explain the concern and give you a reasonable opportunity to respond. Checks must be proportionate and must not create an indefinite refund delay.
Missing parcels and replacements
Contact us after the delivery allowance in our Shipping Policy, or sooner where tracking indicates a problem. A reasonable tracing period of up to 10 calendar days from actual dispatch does not postpone an earlier legal entitlement. We may offer a replacement with your agreement, but cannot force you to receive and return a second parcel before obtaining a refund already due. We may request a proportionate non-receipt declaration where relevant; carrier paperwork is not a blanket condition of every refund. If duplicate goods arrive, contact us so we can arrange collection or a prepaid return.
Additional 30-day exchange offer
Separately from statutory rights, we offer exchanges for eligible products where you contact us within 30 days after receipt. This is an exchange offer, not a general money-back guarantee. For this voluntary offer, goods must be unused or unworn, complete and undamaged, with original tags and packaging; supplements must retain their intact protective seals. You pay postage to return the original item. DARKSTIMS pays delivery of the agreed exchange item. Contact us to confirm eligibility, availability and any agreed product-price difference before sending goods. These additional conditions do not restrict statutory cancellation or faulty-goods rights.
Optional cancellation notice
You may use another clear statement instead of this form.
To: DARKSTIMS LIMITED, 1 Samson Road, Coalville, Leicestershire, LE67 3FP, United Kingdom; help@darkstims.com.
I/We hereby give notice that I/We cancel my/our contract for the following goods or service:
Goods/service: ______ Ordered on/received on: ______
Consumer name and address: ______ Date: ______
Signature, only when submitted on paper: ______
Nothing in this policy limits your statutory rights. To challenge a decision, email help@darkstims.com and request a review.