Returns, Refunds

FAQS

 

Returning defective items

 

Defective items will only be accepted if the goods we have delivered to you were damaged on arrival. Please contact us at e-shop@dsm-ny.com with images of the defect or damage as soon as possible. All items returned as defective will be inspected and any items deemed subject to fair wear and tear will not be accepted as defective. Items may be repaired on request but only when such items are deemed defective and repairable. Repairs do not come with any guarantees.

 

All items intended for return must have a RTV number. RTV numbers must be obtained within 10 days of receipt of delivery by clicking here and completing the RTV form. DSMNY E-SHOP will then reply with a RTV number. Once you have received this, please take care to follow the instructions emailed to you. You cannot return goods without this number and we reserve the right to refuse / return unidentified returns to the sender.

 

We will replace a defective item if a replacement is in stock and available. We can only replace defective items for the same item in the same size. If you wish to be sent a replacement, please make your request clear when completing your RTV request form.

 

In case we cannot offer you a replacement, you will be refunded to the value of the item at the time of purchase and any shipping costs occurred. Please note that refunds onto credit cards may take 3-5 business days to complete and are subject to your bank’s refund regulations.

 

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