RETURN POLICY
Our Return Policy is crafted to ensure our customers feel secure when purchasing from DMA ONLINE®. As a trusted, independent third-party online retailer offering a wide range of furniture including indoor, outdoor, office, gaming, and gym equipment, we strive to provide a smooth and transparent post-sale experience. Customer satisfaction is central to our service, and we are here to assist with all genuine enquiries.
Refund and Return Policy
If there's any issue, please contact our customer service team for support. See our simplified guidelines below:
Instructions for Returning Goods
- Email us with your full name, order number, return details, and item information.
- Returns must be shipped within 14 days of notification, securely packaged in the original condition.
- Customers are responsible for any damage during return shipping and may be asked to provide tracking information.
- Products must be unused, unassembled, and unmodified for returns to be accepted.
- For installations managed by customers (e.g., pool tables), responsibility lies with the installer, not DMA ONLINE®.
- Refunds are processed via the original payment method unless otherwise arranged.
Faulty or Damaged Goods
To qualify for a full refund, goods must have clear manufacturing faults not caused by misuse. Please submit supporting evidence (photos or video) via email.
Exclusions
Refunds do not apply to consumables or improperly returned items. You may be responsible for associated costs if return terms are not met.
Change of Mind Returns
- Returns accepted within 30 days of delivery date.
- Courier pick-up can be arranged; fees apply.
- Restocking fees: 5% (unopened), 20% (opened/used), 5% (missing packaging).
- Customised items (e.g. pool tables) incur case-specific fees.
- Order cancellations while in transit will not be refunded for shipping costs.
Specific Categories
Gym Equipment: Cosmetic defects may be resolved via parts or partial refunds. Wear and tear or improper use is not covered.
Gaming Tables: Partial refunds or parts offered for cosmetic or missing items. No coverage for self-installation faults or environmental damage.
Warranty
- One-year warranty on manufacturing defects.
- Report shipping damages within 48 hours, noting “Received as Damaged” for courier claims.
- Warranty does not cover: general wear and tear, misuse, weather exposure, or natural material variations.
Exchanges
Items returned unused and in original packaging within 7 days may be exchanged. Additional costs may apply for shipping or product differences.
This policy applies across all categories on DMA ONLINE®, including Indoor Furniture (Sofas, Dining Sets, Beds), Office Packages (Boardroom Tables, Reception Desks), Outdoor Settings (Lounge Sets, Dining Sets), Gym Equipment, Gaming Tables, electric fireplaces and other items.
The following reiterates and expands on terms stated above for greater transparency and completeness:
Our Return Policy aims to ensure our customers feel secure before purchasing, knowing they are dealing with a professional business that is highly customer-focused! We will always do our best to make our customers happy!
See our Return Policy in short below.
Refund and Return Policy
If there is any issue, please contact customer service for more information on returning an item.
Instructions for Returning Goods
- If you wish to make a return, send us an e-mail containing your name, address, e-mail address, the order number, and a specification of which items the return relates to. Unless arrangements are made with us, you cover the cost of the return. We are very flexible, so communication is always the best way to go.
- Ship the items for return within 14 days of the date of the notification.
- You are responsible for any damage incurred by items during the return shipment. We therefore strongly recommend that you send the products well-packaged, in good condition, and in their original box and/or packaging.
- If possible, please provide us with a tracking number for the return shipment.
- We cannot accept items that have been used, assembled, part-assembled, or modified.
- Issues relating to pool table installations where the customer has contracted their own installer to do an installation are limited to the customer and their chosen installer. This includes issues such as how the installer lays the felt, which is outside our control. Our installers are proficient and ensure 100% customer satisfaction for installations we perform.
- Unless otherwise agreed upon, the refund may be processed through the same payment method you used for your original purchase. We may also request your bank details to transfer the funds.
Faulty or Damaged Goods
You are entitled to a full refund if the following conditions are satisfied:
- The product has manufacturing defects, and the faults are not caused by you.
- Please email us with a detailed description of the damage or fault, including photos or video evidence.
- The product is wrongly described.
- For technical products, returned goods may be assessed by the manufacturer, technician, or a third party to determine whether they need replacement or repair.
Exclusions:
- Consumable parts or accessories cannot be the reason for a refund.
- If the returned products do not meet the conditions of this policy, you will be responsible for all costs incurred.
Change of Mind Returns
We offer a 30-day return policy under the following conditions:
- Items must be returned within 30 days of receiving the order (based on the courier delivery date).
- If the customer is unable to return the item, we can arrange courier collection, but shipping fees will apply.
- Restocking fees:
- All parts and accessories must remain intact and undamaged. A 5% restocking fee will apply.
- Opened, assembled, or used items may incur a 20% restocking fee, subject to inspection.
- Damaged or modified items are subject to assessment, and restocking fees will vary.
- Original packaging must be returned; a 5% repacking fee may apply if this condition is not met.
Customised Items:
For customised pool tables or similar items, restocking fees will vary based on the nature of the product.
If you change your mind and want to cancel an order in transit, postage fees will not be refunded, and processing may take up to 24 hours after the return request.
Return Terms by Product Type
Gym Equipment
- Cosmetic issues or missing parts will be resolved through repair or replacement. A full refund is not provided for these issues, though partial refunds may be offered at our discretion.
- Misuse or improper installation (e.g., worn-out screws) is not covered by warranty.
- Consumable parts (e.g., dumbbell rubber) and normal wear and tear are excluded from refunds or warranties.
- Weather damage or improper care voids the warranty.
Gaming Tables
- Cosmetic issues or missing parts will be resolved through repair or replacement. A full refund is not provided for these issues, though partial refunds may be offered at our discretion.
- Issues caused by self-installation or misuse (e.g., broken slate or worn screws) are not covered.
- Consumable parts like pool table cloths and net pockets are excluded from refunds or warranties.
- Weather or liquid damage and improper maintenance void warranties.
Warranty
- All products include a one-year warranty covering manufacturing defects.
- Claims for shipping damage must be reported within 48 hours. Please write “Received as Damaged” on the delivery note to assist in filing claims with the courier.
- Warranties will not cover:
- Normal wear and tear or consumable parts.
- Damage caused by misuse, neglect, or incorrect installation.
- Weather damage or defects arising from improper care or maintenance.
- Natural variations in materials such as timber blemishes, cracks due to expanding/shrinking, or similar occurrences.
What If I Want to Change or Swap to Another Item?
- Items returned within 7 days (unused, in original condition, and packaging) can be exchanged. Customers may need to cover any price difference or shipping costs.
- For opened or used items, a 20% restocking fee may apply based on the condition of the product.