Returns Policy

Refunds & Returns Policy

Last updated: 23rd February 2026

At DRYVIS, we want you to be delighted with your purchase. Most of our products are made to order and customised specifically for you, which affects your right to cancel and return under UK law.

This policy explains your statutory rights and how we handle cancellations, returns, refunds and faulty goods.

1. Your Legal Rights

Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

If an item is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement or refund.

Under the Consumer Contracts Regulations 2013, customers buying online normally have 14 days from the day after delivery to cancel their order, and a further 14 days to return the goods.

However, there are important exceptions (see below).

2. Custom & Made to Order Products

Most DRYVIS products are customised or made to order to your specifications.

Under UK law, the 14-day cooling-off period does not apply to goods that are:

  • Made to order

  • Personalised

  • Custom built to a customer’s specifications

Therefore:

  • You do not have an automatic right to cancel or return customised items simply because you change your mind.

  • Once production has begun, orders cannot be cancelled.

  • We strongly recommend checking all measurements, specifications and design details carefully before placing your order.

3. Faulty, Damaged or Incorrect Items

If your item is:

  • Faulty

  • Damaged in transit

  • Not as described

  • Incorrectly supplied

Please contact DRYVIS within 14 days of delivery at:

Email: info@dryvis.co.uk

Include:

  • Your order number

  • A description of the issue

  • Clear photographs showing the fault or damage

If the issue is confirmed, DRYVIS will offer:

  • A repair, or

  • A replacement, or

  • A full refund

Where a return is required due to our error or a fault, we will cover the cost of standard return postage.

4. Change of Mind (Non-Custom Items Only)

If DRYVIS supplies a non-custom, non-personalised product:

  • You can cancel within 14 days of receiving the goods.

  • You must notify us in writing within that period.

  • You then have 14 days to return the goods.

Returned goods must be:

  • Unused (no smell of horse, horse hair or any dirt or marks)

  • In original condition

  • In original packaging

Return postage costs are your responsibility unless the item is faulty.

Customised and made to order products are excluded from change-of-mind returns.

5. Refund Process

Once DRYVIS receives and inspects the returned goods (if applicable), we will notify you of the outcome.

Approved refunds will be processed:

  • Within 14 days of receiving the returned goods, or

  • Within 14 days of receiving proof the goods have been returned

Refunds will be made using the original payment method unless otherwise agreed.

6. Delivery Charges

  • Standard delivery charges will be refunded where goods are faulty or incorrectly supplied.

  • If a change-of-mind return is accepted, original delivery charges may not be refundable.

7. Proof of Purchase

DRYVIS may request proof of purchase (such as an order confirmation or receipt) when processing a return or refund.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. Even where goods are made to order or personalised, you are entitled to a repair, replacement or refund if they are faulty, not as described, or unfit for purpose.