Returns, Cancellations & Refunds Policy
Effective date: 22 July 2026
1. Scope
This Returns & Refund Policy ("Policy") applies to purchases made directly from DC2AC unless otherwise stated.
Where Products are purchased through an online marketplace (such as Amazon, eBay or another authorised marketplace), the applicable marketplace's return, refund and dispute resolution procedures may also apply.
Where a mandatory marketplace requirement conflicts with this Policy, the mandatory marketplace requirement shall prevail to the extent of that conflict.
Nothing in this Policy limits any statutory rights that cannot lawfully be excluded.
2. Consumer Change-of-mind Cancellations
Where applicable law provides Consumers with a right to cancel a distance purchase, DC2AC will honour those rights.
To exercise a cancellation right, the Customer should notify DC2AC before the applicable cancellation period expires.
Unless otherwise agreed, eligible Products should be returned in accordance with the applicable law or the return instructions provided by DC2AC.
The Customer is responsible for taking reasonable care of returned Products while they remain in the Customer’s possession.
3. Conditions for Change-of-mind Returns
You may inspect Products as they would reasonably be able to do in a retail environment.
Returned Products should, where reasonably practicable:
- be securely packaged;
- include all supplied accessories, manuals and documentation;
- not have been installed, commissioned, modified or damaged beyond what is reasonably necessary to inspect them.
Where permitted by applicable law, DC2AC may reduce the refund to reflect any reduction in value resulting from handling beyond that reasonably necessary to establish the nature, characteristics and functionality of the Products.
Return instructions must be obtained from DC2AC before Products are returned.
4. Special Orders
Special Orders are Products procured, manufactured, configured or customised specifically for a Customer.
Unless otherwise required by applicable law or expressly agreed in writing:
- Special Orders cannot be cancelled once procurement, manufacture or configuration has commenced.
- Any deposit or advance payment made for a Special Order becomes non-refundable once procurement, manufacture or configuration has commenced.
Nothing in this section affects any statutory rights that cannot lawfully be excluded.
5. Faulty, Damaged or Incorrect Products
If a Product:
- arrives damaged;
- is incomplete;
- is incorrect; or
- is believed to be faulty,
the Customer should notify DC2AC as soon as reasonably practicable.
Where appropriate, Customers should provide:
- photographs;
- serial numbers;
- delivery documentation; and
- a description of the issue.
Products requiring professional installation should not be installed where visible transport damage is present until DC2AC or the manufacturer has advised how to proceed.
Nothing in this section limits any statutory rights relating to Products that do not conform to the contract.
6. Warranty Assessment
Where a Product has been installed, Customers should normally contact the installer first regarding:
- installation;
- commissioning;
- configuration;
- firmware;
- operational settings; and
- initial fault diagnosis.
Where an installation-related or configuration issue has been reasonably excluded and a Product fault remains suspected, DC2AC will assist in accordance with the applicable Warranty Information.
Where a Product returned for assessment is found not to have a fault covered by the applicable warranty, DC2AC reserves the right, where permitted by applicable law, to recover reasonable costs associated with:
- inspection;
- testing;
- transportation;
- storage; and
- administration.
Where reasonably practicable, DC2AC will explain the assessment outcome before seeking recovery of those costs.
7. Refunds
Approved refunds will normally be processed using the original payment method.
Processing times may vary depending on the payment provider, financial institution or online marketplace through which the original purchase was made.
Where permitted by applicable law, refunds will normally be processed after:
- the returned Products have been received; or
- satisfactory evidence of return has been provided.
8. Business Customer Returns
Business Customers do not have an automatic right to return Products simply because they have changed their mind.
Returns from Business Customers require DC2AC's prior written approval unless:
- the Products are defective;
- incorrect Products were supplied; or
- a separate written agreement provides otherwise.
Approved Business Customer returns may be subject to reasonable transportation, inspection, testing, restocking and administrative charges.
9. Marketplace Purchases
Where Products are purchased through an online marketplace, Customers should normally submit return or refund requests through that marketplace unless otherwise instructed by DC2AC.
DC2AC will administer returns and refunds in accordance with:
- applicable law;
- mandatory marketplace requirements; and
- this Policy where consistent with the above.
10. Promotional Offers
Promotional pricing applies only to eligible Orders placed and accepted during the applicable promotional period.
Orders placed before a Promotion begins are not automatically entitled to receive the benefit of that Promotion retrospectively.
Nothing in this section affects any statutory cancellation rights available under applicable law.
11. Contact Us
For return or refund enquiries, please contact:
Email: enquiries@dc2ac.co.uk
Please include, where available:
- Order number;
- Product purchased;
- Serial number;
- Description of the issue; and
- Photographs where appropriate.