Refunds & Returns Policy

Last updated: 17/06/2026

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This Refunds & Returns Policy applies to purchases made from DCS Store, operated by Diverse Commercial Solutions Ltd.

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DCS Store is an online-only store. We do not operate a physical shop or customer returns counter. Customers must contact us before attempting to return any goods.

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DCS Store supplies cleaning, hygiene, washroom, waste-management, wiping and facilities products. Some of our products, including cleaning chemicals, hand sanitiser, sharps-disposal products and hygiene-related goods, may be subject to health, safety, hygiene or transport restrictions. This policy explains when items can be returned and how refunds are handled.

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This policy does not affect your statutory rights.

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1. Consumer Cancellation Rights

If you are a consumer purchasing online, you may have a legal right to cancel your order within 14 days of receiving your goods.

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To cancel an order, you must notify us by email at admin@dcs-ltd.org within 14 days of delivery. Once we have received your cancellation request, we will confirm the next steps.

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Goods must not be returned without contacting us first. As DCS Store is online only, we do not accept customer walk-in returns.

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If your cancellation request is accepted, goods must be made available for return or collection within 14 days of you notifying us that you wish to cancel.

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To be eligible for a consumer change-of-mind return, the item must be:

• unused;

• unopened, where the product is sealed for hygiene, safety or contamination reasons;

• in its original packaging;

• complete with all parts, accessories, instructions and labels; and

• in a resalable condition.

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Proof of purchase, such as an order confirmation, receipt or invoice, is required.

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2. Products That Cannot Be Returned for Change of Mind

Because DCS Store supplies cleaning, hygiene, washroom, waste-management and facilities products, some items cannot be returned for change of mind once opened, used, unsealed or contaminated.

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We cannot accept change-of-mind returns for:

• opened cleaning chemicals, disinfectants, floor cleaners, washroom chemicals, polishes, sanitisers or similar liquid products;

• products where a tamper seal, hygiene seal, cap seal or safety seal has been broken;

• used or opened gloves, cloths, sponges, scourers, wiping products, paper hygiene products, hand towels, toilet rolls or other washroom consumables;

• opened, used or contaminated sharps-disposal products;

• products that have been mixed, diluted, decanted or partly used;

• items that are leaking, contaminated or unsafe to handle;

• items damaged after delivery;

• special-order, bespoke or made-to-order products, where applicable; and

• clearance or sale items where the listing clearly states that they are non-returnable, except where your statutory rights apply.

 

We reserve the right to refuse a return if the item has been used, opened, damaged, contaminated or handled in a way that makes it unsuitable for resale or unsafe to process.

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3. Business Customers

Where goods are purchased by a business, trade customer, commercial organisation, public-sector body, charity, school, care provider, facilities-management company or other non-consumer customer, change-of-mind returns are not accepted unless agreed by us in writing.

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This does not affect any rights you may have where goods are faulty, damaged, incorrectly supplied or not as described.

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4. Faulty, Damaged, Missing or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged on arrival, missing, incomplete, leaking or not what you ordered, you must notify us as soon as possible so that we can investigate and arrange the appropriate next steps.

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Please email admin@dcs-ltd.org with:

• your order number;

• a description of the issue;

• photographs of the product, packaging and delivery label where relevant; and

• confirmation of whether you would prefer a replacement, exchange or refund.

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Customers must not attempt to return faulty, damaged, incorrect, leaking, chemical, sanitiser, hygiene or sharps-related products without contacting us first.

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Where the issue is confirmed, we will arrange an appropriate remedy. This may include a refund, replacement, exchange or collection, depending on the circumstances and product type.

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Where collection is required, we will arrange this with you and provide the necessary instructions.

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5. How to Start a Return or Report an Issue

To request a return or report an issue with your order, please email:

admin@dcs-ltd.org

 

Please include:

• your full name;

• order number;

• item or items affected;

• reason for return or details of the issue;

• photographs, if the item is damaged, faulty, leaking, missing, incomplete or incorrect; and

• your preferred outcome.

 

We will review your request and confirm whether a return, refund, replacement, exchange or collection is appropriate.

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Goods must not be brought to our premises or sent back without prior authorisation.

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6. Collections and Return Instructions

If there is an issue with your order, such as a faulty, damaged, leaking, missing or incorrect item, you must notify us first. Once we have reviewed the issue, we will confirm whether a collection, replacement, exchange or refund is appropriate.

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Where collection is required, we will arrange this with you and provide collection instructions.

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For accepted consumer change-of-mind returns, customers are responsible for the cost of returning the goods unless we agree otherwise or unless the goods are faulty, damaged or incorrectly supplied.

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Goods must be securely packaged for return or collection. Items should be returned in their original packaging wherever possible.

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We recommend keeping proof of return or collection until your refund, replacement or exchange has been completed.

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7. Refunds

Once we receive and inspect your return, or once an issue has been confirmed by us, we will notify you whether your refund has been approved.

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Approved refunds will be issued to the original payment method.

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We aim to process refunds promptly once the return or collection process has been completed. Your bank, card provider or payment provider may take additional time to make the funds available.

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We may reduce the refund if returned goods have been handled beyond what is necessary to inspect them, or if items are returned damaged, incomplete, used, opened, contaminated or no longer in a resalable condition.

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Original delivery charges may be refunded where required by law. If you selected an enhanced or premium delivery service, we may only refund the cost of standard delivery.

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8. Exchanges and Replacements

We can offer exchanges or replacements where:

• the item is faulty;

• the item was damaged on arrival;

• the wrong item was sent;

• part of the order is missing; or

• we agree to exchange an unused and unopened item.

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Exchanges and replacements are subject to stock availability. If a replacement is not available, we may offer a refund or suitable alternative.

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9. Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not received it, please:

1. check your bank or payment account again;

2. contact your card provider or payment provider, as processing times can vary; and

3. contact us at admin@dcs-ltd.org if the refund still has not arrived.

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10. Contact Us

For returns, refunds or order issues, please contact:

DCS Store / Diverse Commercial Solutions Ltd
Email: admin@dcs-ltd.org

Please contact us before sending or attempting to return any goods. DCS Store is online only and does not accept customer walk-in returns.