Part 1: Non-Faulty Items

Dry Riser One Ltd aims to provide quality products and services, and we want all customers to be satisfied with their purchases. We deliver nationwide across the UK. This policy explains how we handle cancellations, returns, refunds and faulty goods. If you wish to return an item or have any queries regarding this policy, you must contact us immediately by email at management@dryriserone.co.uk or by telephone on 0800 061 4111. Contacting us before the item is dispatched may prevent return charges and avoid unnecessary delivery costs.

Customers may cancel an order, or part of an order, for any reason before the goods are dispatched, or within 30 days of receiving them. The customer is responsible for the cost of returning any non-faulty goods. All returned products must be unused, complete and in their original packaging. Items must be in a re-sellable condition and must not have been installed, connected, powered, opened or damaged in any way. Goods that show signs of use, installation or tampering cannot be refunded.

Once the returned products have been received and inspected, and provided they are in good, unused and re-sellable condition, we will issue a refund for the purchase price within 14 days. If the customer requires assistance returning heavy or bulky items, we may be able to offer a collection service. Any collection costs will be deducted from the refund amount, and these charges will depend on the size of the goods, the collection location and courier availability. If the collection cost exceeds the original product value, we will not be able to arrange collection. Some products supplied directly from manufacturers may be subject to a restocking fee, and we will advise if this is the case before the return is processed.

Part 2: Special Order Items

Products that are manufactured to order, cut to size, modified, personalised or supplied specifically to customer requirements cannot be returned or refunded unless they are found to be faulty. In certain cases we may be able to make exceptions, particularly where items are bespoke RAL inlet/outlet doors or slightly adjusted door sizes. If you believe your order may fall into this category, please email us at management@dryriserone.co.uk and we will do our best to assist. Occasionally, items that are commonly used within the industry may be accepted back if we are able to retain them as stock.

Part 3: Faulty Items

If you believe that an item is faulty, you must contact us immediately by email or telephone in order to notify us. Depending on the product and location, we may choose to refund/replace with photo evidence only or arrange collection of the item. Faulty items will be inspected by Dry Riser One Ltd or by the relevant manufacturer to confirm whether a fault exists.

Refunds or replacements will only be issued once the fault has been validated. If a replacement product is needed sooner than the inspection process allows, it must be purchased separately. If the item is confirmed to be faulty, we will either replace the item or issue a full refund and reimburse reasonable return postage charges. If no fault is found, the goods will be held at our warehouse until the customer arranges payment for return postage. Please note, we might be also able to refund. Dry Riser One Ltd will not accept responsibility or issue refunds for products that have been damaged through incorrect installation, poor handling, negligence or misuse.

“Dry Riser One Ltd reserves the right to amend this policy when required. Customers will always be able to request the latest version.”

Review date: 06.03.2027