Refund policy


Effective Date: [13/11/24]

At Machine DRO, we are dedicated to providing high-quality products and ensuring customer satisfaction. If you are not fully satisfied with your purchase, please review our refund policy below, which aligns with The Consumer Rights Act and the Consumer Contracts Regulations.

1. Eligibility for a Refund

  • Refunds are available only for products purchased directly from Machine DRO.
  • To qualify for a refund, products must be returned within 30 days from the purchase date.
  • Returned items must be unused, in their original packaging, and accompanied by the original receipt or proof of purchase.

2. Order Cancellation

  • You may cancel your order with Machine DRO anytime before dispatch without providing a reason.
  • Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, you also have the right to cancel within 14 days of receiving your goods.
  • To exercise this right, contact our customer service team at sales@machine-dro.co.uk within 14 days of receiving your order. The cancellation period begins the day after you receive the goods.

3. Return Process

  • To initiate a return, please reach out to our customer service team at sales@machine-dro.co.uk or by phone.
  • Provide your order number and a brief description of the reason for the return.
  • We will provide instructions for returning your product.

4. Shipping Costs

  • Customers are responsible for return shipping costs unless the item is damaged or defective.
  • We recommend using a trackable shipping service or purchasing shipping insurance for items valued at the cost of your goods to ensure safe return.
  • If a refund is issued, we will only refund the basic delivery cost of getting the goods to you. If you selected an enhanced delivery option, only the standard delivery rate will be refunded.

5. Processing Refunds

  • Refunds will be processed within 14 days of Machine DRO receiving the returned goods or proof of return (e.g., a proof of postage receipt), whichever occurs first.
  • Please note that refunds will be issued to the original payment method used for the purchase, and additional processing time may be required by your bank or credit card company.
  • A deduction may be applied if the returned goods have diminished in value due to handling beyond what is necessary to assess the item.

6. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us within 30 days of receipt at sales@machine-dro.co.uk.
  • We will arrange for a replacement or a refund as necessary.

7. Exchanges

  • To exchange a product for a different size or color, contact our customer service team. Exchanges are subject to product availability.

8. Changes to the Refund Policy

  • Machine DRO reserves the right to update this refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

9. Your Right to Cancel

  • Your right to cancel an order begins once the order is placed and ends 14 days after receiving your goods.
  • If your order includes multiple items, the 14-day period begins when you receive the final item.
  • After notifying us of a cancellation, you have an additional 14 days to return the goods.

For any questions or concerns regarding our refund policy, please contact our customer service team at sales@machine-dro.co.uk or by phone during working hours.

Thank you for choosing Machine DRO.