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Customer Service

  • Shipping & Delivery
  • Privacy & Security
  • Returns & Replacements
  • Ordering
  • Payment, Pricing & Promotions
  • Viewing Orders
  • Updating Account Information
    Shipping & Delivery

    All orders for standard products placed before 4pm Monday to Friday will be dispatched for next day delivery to the supplied delivery address. All orders placed over the weekend will be dispatched on the Monday for next day delivery.

    The seller accepts no liability for any loss, damages or expenses arising from the late delivery of goods by the seller, its agents or its agents' carriers due to any cause whatsoever. Any delivery time or date for despatch or delivery date which the seller may specify is accordingly an estimate only and thus should not be relied upon. The seller will however, seek to achieve delivery dates specified as far as it is within its power to do so.

  • Privacy & Security

    We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

    We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. This may include passing your details to our delivery companies so that they can deliver your parcel.

    The type of information we will collect about you includes:

    • your name
    • address
    • phone number
    • e-mail address
    • credit/debit card details

    We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Safebuy Code of Practice. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

    We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way cannot be used to to identify you. If you have any questions/comments about privacy, you should e-mail us at privacy@diamonddiscs.com

    Unsolicited Commercial Email / Spam

    We will not send any unsolicited commercial email (also known as spam) to personal email addresses and all marketing emails will include details of how to opt-out / unsubscribe.

    Returns & Replacements

    DDD Industries are committed to supplying product of the highest quality. However on rare occasions products may be found to be faulty. We aim to quickly rectify these defects and would ask that our customers follow a simple returns process. This will ensure the efficient and timely handling of all returns which will result in minimal disruption to our customers.

    RETURNS AUTHORISATION

    Before returning any item, please follow our returns authorisation procedure by contacting us via telephone or email. We will then give you an authorisation number. No returns will be accepted without a return authorisation number.

    RETURNS BY POST


    All returns, regardless of their nature, must be marked with the correct Return Authorisation number and the original Customer name/delivery address. All claims will be processed once your goods are received into our warehouse.

    RETURNING AN UNWANTED ITEM

    You may return any unopened standard stock item within 7 days of receipt, for a full refund. Bespoke items cannot be returned unless deemed defective/Transit damaged. We will refund your account once we have received and processed the item. Items must be returned in the original packaging and arrive here in unused condition.

    We will only refund delivery costs if the return is a result of our error. We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.

    RETURNING FAULTY GOODS


    In the unlikely event of your item being faulty please contact our Customer Services Department  in order to discuss your claim and to obtain a Returns Authorisation Code. Goods can then be returned to our warehouse for assessment/Testing. If goods are found to be defective we will offer either a replacement, repair or refund.

    We test every single returned item. If a returned item is found not to be faulty by our test centre, we will return the item to you and you will be liable for the postage. This also applies to items reported as damaged during carriage and found to have been used. The cost will depend on the item. We will not refund postage on any item found to be in good working order or falsely reported as damaged.

    Some defects can be rectified by discussing procedures/set-ups etc on the telephone with our  Technical Sales staff. We would ask that you initially make contact by telephone or email prior to returning any goods

    COOLING OFF PERIOD

    In addition to our returns policy, under the Distance Selling Regulations, you have 7 working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund but you must return the cancelled items to us at your cost. If we do not receive back the cancelled items, we may arrange to collect them from you at your cost.

    REFUNDING THE DELIVERY CHARGE


    If we have made a mistake on an item sent to you or it is faulty or damaged, we will refund the delivery charges you have paid to receive the item.

    RESTOCKING CHARGES

    For goods deemed to be ordered in error or unwanted by the customer there will be a restocking charge.

    Items returned within 1 week:...........................20%
    Items returned between 7 days and 28 days:.... 30%
    Items returned after 28 days:...........................  40%

    STATUTORY RIGHTS


    Your statutory rights are not affected by our returns policy and you will have the benefit of them too.

    RETURNS PROCESS OVERVIEW:

    1. Contact DDD INDUSTRIES or your distributor.
    2. Give details of the product type, model, defect/Claim and serial number
    3. Obtain return authorisation number
    4. Package item/items to avoid product damage during transit and identify package with return authorisation number, customer/Delivery details.
    5. Return product to distributor or DDD INDUSTRIES.