Refund policy
Last updated: 3 October 2026
Dyston Store wants customers to be confident when purchasing from us.
We therefore provide a voluntary 30-Day Money-Back Guarantee, in addition to the statutory rights available to UK consumers.
1. 30-Day Money-Back Guarantee
You may request a return within 30 days after receiving your order.
To request a return, contact:
Please include:
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your full name;
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order number;
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product you wish to return; and
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the reason for your return, if you wish to provide one.
Our customer support team will provide the applicable return instructions and return destination.
Do not return products to our registered office unless our customer support team specifically instructs you to do so.
Sending a product to an address without following the provided return instructions may delay processing of your return.
2. Condition of Returns Under Our Voluntary Guarantee
For returns made under our voluntary 30-day guarantee rather than statutory rights, products should ordinarily be returned:
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with all supplied components and accessories;
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without damage caused by misuse;
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in reasonable condition; and
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with the original packaging where reasonably possible.
We may refuse or reduce a refund under the voluntary portion of our guarantee where a product has been materially damaged through misuse or is incomplete.
These conditions do not override your statutory consumer rights.
3. Statutory 14-Day Cancellation Right
For eligible online purchases, UK consumers generally have a statutory right to cancel their contract without giving a reason within 14 days after the day the goods are received, subject to applicable statutory exceptions.
To exercise your cancellation right, clearly inform us of your decision to cancel by emailing:
You do not need to provide a reason for exercising an applicable statutory cancellation right.
After notifying us, you must return the goods within the period required by applicable law.
We will provide return instructions and the appropriate return address.
4. Examining Products
During an applicable statutory cancellation period, you may inspect goods as reasonably necessary to establish their nature, characteristics and functioning.
Where permitted by law, we may make an appropriate deduction from a refund if the value of returned goods has been reduced because they were handled beyond what would reasonably be permitted when examining the goods in a shop.
5. Change-of-Mind Return Shipping
For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the product to us.
We strongly recommend using an appropriate tracked delivery service and retaining proof of postage.
This provision does not apply where we are legally responsible for return costs, including applicable situations involving faulty, incorrect or non-conforming goods.
6. Faulty, Damaged, Incorrect or Misdescribed Products
If a product is:
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faulty;
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damaged;
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incorrect;
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not as described; or
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otherwise does not conform to the contract,
contact us at:
Please provide your order number and a description of the issue.
We may request photographs, videos or other reasonable information to help us understand the problem. Such a request does not remove or restrict your statutory rights.
Where applicable law requires us to bear reasonable return costs for non-conforming goods, we will do so.
7. Electrical Products
If you believe an electrical product is faulty, damaged or unsafe, stop using the product immediately and contact us at:
Do not continue using an electrical product that appears damaged or unsafe.
8. Refunds
Once a return has been received and/or sufficient evidence of return has been provided, refunds will be processed in accordance with applicable law and this policy.
For statutory cancellations, refunds will be provided within the applicable statutory timeframe.
Where permitted by law, we may wait until we receive the goods back or receive evidence that they have been sent back before issuing the relevant refund.
Approved refunds will ordinarily be returned to the original payment method.
Your bank, card issuer or payment provider may require additional processing time after we have issued the refund.
9. Original Shipping Charges
Standard shipping from Dyston Store is provided free of charge.
Accordingly, there is ordinarily no original standard delivery charge to refund.
If optional premium delivery services are introduced in the future, statutory cancellation refunds relating to delivery will be handled in accordance with applicable law.
10. Exchanges
If you would prefer an exchange, contact:
Where available, we may arrange an exchange instead of a refund.
Choosing or being offered an exchange does not remove statutory rights that cannot lawfully be restricted.
11. Exceptions
Certain categories of goods may be excluded from statutory change-of-mind cancellation rights where a specific legal exception applies.
We will not claim that an exception applies unless permitted by applicable law.
Rights relating to faulty, unsafe, misdescribed or otherwise non-conforming products are separate from ordinary change-of-mind rights.
12. Statutory Rights
Our 30-Day Money-Back Guarantee is a voluntary commercial guarantee.
It is provided in addition to your statutory rights and does not replace, restrict or reduce those rights.
13. Starting a Return
To start any return, email:
Our team will provide the return instructions and appropriate return destination.
Please do not send returns directly to 128 City Road unless our customer support team expressly instructs you to do so.
14. Contact
Dyston Store
Operated by LOWELL RECOVERY LTD
Company number: 16879733
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: support@dystonstore.co.uk