Return policy
Index
1) If we shipped the wrong product
2) If you want to change product - Warranty
3) Product Defects
4) Freight - Shipping Damages
5) Product breakage
Content
1) If we shipped to you the incorrect product or colour, first of all, we are very sorry for that. It never happened by far but in this case, please, notify it to us within 30 calendar days with an email to business@di-lite.com. We will send you the right product you ordered with our fastest courier and shipment costs will be entirely at our expenses. You can also alternatively ask for a refund writing us to business@di-lite.com. Refunds are credited back to yours Visa, MasterCard or American Express credit/debit card or on the same original method of payment you've used.
2) It’s OK to change your mind :) If our product did not fit yours expectations and you are not 100% satisfied with your purchase, you can exchange your BIP for another Di-Lite Branded product or get a store credit, useful for a new Di-Lite product (new products are coming soon on our website). This possibility will be allowed only once Di-Lite will release more products, visible on the Di-Lite.com website. You can ask to return the product for up to 30 calendar days from the date you purchased it, just send us en email within 4 weeks and we will arrange everything. In this case you will be responsible for delivery costs but we will be responsible for picking up goods and our courier will collect the product from your address at the best price. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt.
WARRANTY: 2 Year Warranty in European Union destinations (warranty time-frame, consistent with the European Legislation) and 1 year for the rest of the world. The warranty does not cover intentional breakage or breakage due to gross negligence. The warranty can only be exercised once per item.
3) In case of Product Defect or Damaged Product: we strictly follow the EU Consumer Rights Directive (2011/83/EU), passed on June 14, 2014, as well as the United Kingdom Consumer Rights Act 2015, meaning that our policy on faulty goods or discrepancies in the online catalogue description is consistent with the most restrictive laws and regulations existing. We test and check EVERY SINGLE PRODUCT before packaging and sending it to you but in case something unexpected happen we offer the following remedies in case merchandise is faulty: we either replace it, sending a new one, ask for a refund or offer a repair for defects. FREE SHIPPING: Shipment costs for defective merchandise are on us. If your BIP(s) arrives damaged you have 14 days to notify it to us by email at business@di-lite.com. We will send you a new BIP or the replacement spare parts at our expenses within 2 days from you notification email and you can keep the faulty one (or faulty components), with no need to return the faulty BIP (or elements). Here you are the exact procedure on how you can manage faulty goods: please contact us at business@di-lite.com explaining the issue and, please attach 2 or more photos of your damaged BIP or parts of it. You can ask for a refund or, alternatively, get a new BIP or parts of it ( it is at our discretion to decide if it is better to replace it entirely or send you a replacement kit) . We also ask you to specify the address you want the new BIP (or the replacement spare parts) be sent to. Let’s make an example; let’s suppose there is something wrong in the pouch’s zip but nothing wrong in the BIP itself. You will probably just want a new pouch, so we will just send you a new pouch within 2 days from your notification mail. Refunds are credited back to yours Visa, MasterCard or American Express credit/debit card or on the same original method of payment you've used.
4) If your BIP gets damaged during freight, this is our problem and it will be our responsibility to manage the issue with our courier. Meanwhile, you will get a new BIP straight away and shipping cost will be at our expenses.
5) In case of product damage/breakage while in use. Please consider this is an innovative product so its use or set up can be counter-intuitive. Before trying to set it up please carefully read the manual. Do not in any way use excessive force on the rods or straps while opening or closing the BIP. Do not pull, or put excessive strain, on any of its elements, you have to set the BIP well taut until the green line marked on the strap with no need to exert too much tension on it. In case of product breakage please contact us at business@di-lite.com explaining the issue and, please attach 2 or more photos of your damaged BIP or parts of it. We will be able to understand if product breakage is due to a product defect or misuse. In case of Defect of materials, the procedure would be the same as in point 3), in case breakage is caused by you misuse, we can send you a repair set (replacement kit) for free but shipping costs are your responsibility. Once payment is made (shipping costs) by you, we will send you replacement parts within 2 working days.