Dark Brew Trading Ltd strives to provide the best customer service available. It is our belief that as a online e-commerce shop, we understand and appreciate the concerns of Internet shoppers regarding the security and proper fulfilment of their orders. We have established this return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed:
1. If any customer claims an order was not delivered, we ask that we are given at least 5-7 days to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbors were available to accept the order. We reserve the right to attempt a redelivery if this occurs.
2. If it is determined that Dark Brew Trading Ltd did not make the delivery attempt, it is our policy that we will provide you with a refund.
3. If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact Dark Brew Trading Ltd via contact us form or given telephone and email methods whichever is convenient for you. In almost every case, Dark Brew Trading Ltd will gladly replace the item. To request a replacement, Dark Brew Trading Ltd must be contacted within 2 days of the delivery. Bear in mind that certain products are perishable, Proper care is required. It is the responsibility of the recipient to follow any care instructions provided by the manufacturers / suppliers. No refunds or replacements will be made for any order should the recipient or sender not notify Dark Brew Trading Ltd within 2 days of the original delivery date.
4. Dark Brew Trading Ltd reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent. When Dark Brew Trading Ltd receives an order, we review the entire order and periodically compare the information provided to us with the bank of the person placing the order. If we determine that fraudulent information is provided we will send an email or phone call to the sender to inform them of the situation to determine if the information was provided in error.
5. Should any customer place an order through Dark Brew Trading Ltd online portal and then need to cancel the order, the cancellation must be made prior to the delivery of the order. All the orders are fulfilled and delivered to the transporter within 24 hours from placing the order. If the cancellation is received after the order is delivered, no refund can be issued. Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new information so that the order can then be properly delivered using correct information.
6. “Substitutions Allowed” – Dark Brew Trading Ltd will always attempt to fulfill an order as closely as possible. However, if the packaging, colour or other items that comprise the order are unavailable, the order will be substituted in consultation with the customer with content equal to the original value of the order. If no substitutes are not available or cannot be agreed the value pertaining to unavailable item will be refunded.
7. Dark Brew Trading Ltd is not responsible for any order where the recipient refuses to accept the item. Dark Brew Trading Ltd will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
8. When a customer allows substitutions, this means that the sender is allowing Dark Brew Trading Ltd to use similar available items to work with while trying to keep the arrangement as similar as possible. This may mean that the recipient does not necessarily receive an item identical to what is pictured though every effort is made to do so. In cases of speciality items, such as customized products the refunds or returns are only accepted subjected to the supplier’s refund/return policy. If an ordered customization is not available and alternative similar valued customization will be used.
9. Cost of returning of the goods to be born by the customer and refund claims shall be evaluated within 5 days of the receipt of the goods to our local collection points.
This policy is effective from 26th April 2020