Returns Policy & Instructions
We are very concerned that you are not wholly satisfied with the goods you have bought. We take all complaints very seriously. This page does not attempt to deal with the reason why you wish to return some item to us but only with the procedure.
Our policy is to refund money in any case where physical goods are returned to us in re-saleable condition, even when the law does not compel us to do so.
But by following this procedure, you do not automatically become entitled to a refund of your money. Your entitlement to a refund depends on your basic legal rights and our terms and conditions.
Nothing in our policy removes or reduces your statutory rights.
If it is necessary to return goods, it is essential that you follow this procedure.
Find information about your purchase of the goods you wish to return. You can find this either on the order confirmation message we sent to you by email, or from here on our website, by logging in and clicking on “My account history”.
Note who sent the goods to you.
Send a message to the firm who sent your goods. For us that would be “returns@dragoncub.com” ; for any other supplier, it would be the email address given.
In the message, give the information we / they need to deal with your returned item. Most of this can be copied and pasted direct from the order confirmation message. This information is:
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your name
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your address
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reference number of the product
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name of product
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the price of the product
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date ordered
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date dispatched
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method of dispatch
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name of sender
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address of sender
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reference of sender (if any)
In addition, please give your reason for the return, selecting from one of these:
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Goods not as ordered;
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Goods received damaged;
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Goods not required - I rely on my statutory rights;
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Other - please specify.
As we said above, now please send this message by email to the correct address.
We, or the seller, will acknowledge receipt within 48 hours. We, and some sellers, will give you a returns label, so that we can identify your item returned. Other sellers will ask you simply to return the item with your name and address included.
When you return the item, it is a good idea to use the same packaging as you received. If that is not possible, make sure the packaging is adequate. Neither we or our sellers have any obligation to refund money for goods we cannot re-sell (unless received damaged).
We, or our seller, will refund your purchase money within 7 days of receipt of the item from you. We will not refund carriage costs unless the item sent was clearly defective.
Notice: in selling a large number of items, it is inevitable that a tiny minority of “customers” will damage an item intentionally, in order to obtain a refund after using or reading it. We have a very strict policy of examination of goods returned. If the reason is not a good match to the condition of the item, no refund will be given.
Here is an extract from our terms and conditions relating to your rights:
Here is an extract from our terms and conditions relating to your rights:
If you do not live in the United Kingdom, your purchase may be subject to tax or duty on arrival in your country. We have taken no account of this in sending your goods. It is up to you to make any necessary arrangements. We will do our best to comply with any such arrangements.
If special arrangements are necessary, we may ask you for payment for the time and expense of our compliance.
All goods leave us in perfect condition. Remember that your customs authorities have the power to open packets and inspect contents.
If you are a citizen of the European Union and you buy as a consumer as defined in the Consumer Protection (Distance Selling) Regulations 2000, and only if those regulations apply to your contract with us, then:
you may have a right to cancel the contract. In that event, we will refund your payment in full by means of the same method as you paid us.
If we have not dispatched your order, you may cancel it within seven days of placing it.
If we have dispatched your order by the time we receive your cancellation, you may return the goods to us, un-used, within seven days of receipt.
Free Services are not covered by the Regulations.
You have no right to cancel a contract to buy a goods or service delivered to you by download because that transaction cannot be undone.
You have no right to cancel a contract for the purchase of a goods delivered to you in sealed packaging if the ultimate seal is broken to enable you to have access to the goods.
You must comply with our returns procedure since we not otherwise be able to recognise the source of the goods returned. The procedure is clearly accessible from the "Contact point" on our website.
You now agree that you commit a breach of this contract if you seek repayment of money paid to us by asking your credit card provider to credit back a payment made to us, without attempting to seek repayment from us first. In that event, you agree that you will owe us first the sum charged to us by our merchant service provider (£25 at 1st July 2007) and secondly a sum based on time spent at £100 per hour in dealing with your breach. You also agree that this provision is reasonable.
