Refund policy
We want you to feel confident trying DeepReach. That's why eligible purchases are covered by our 100-Day Money Back Guarantee, in addition to your statutory consumer rights.
Please read the information below before starting a return.
100-DAY MONEY BACK GUARANTEE
You have 100 days from the date you receive your DeepReach product to request a return under our voluntary 100-Day Money Back Guarantee.
We encourage you to try your DeepReach product and associated training during this period. The product does not need to be completely unused to qualify for the guarantee.
For returns made under our voluntary guarantee after the statutory 14-day cancellation period has expired, the following conditions apply:
- the product must be returned with its original DeepReach product packaging;
- all components and accessories originally supplied with the product must be returned;
- the product may have been reasonably used for the purpose of trying it;
- the product must not have been deliberately damaged, misused, modified or subjected to excessive or inappropriate use; and
- you must contact us within 100 days of receiving the product.
To request a return, contact us at:
Please include your order number and the reason for your return.
If your return is accepted, we will provide the appropriate return instructions and return documentation.
Please do not send your product back without contacting us first.
Our registered office in London is not a returns address.
YOUR 14-DAY STATUTORY RIGHT TO CANCEL
Our 100-Day Money Back Guarantee is provided in addition to your statutory consumer rights and does not replace or restrict them.
If you purchase online as a UK consumer, you will generally have the right to cancel your order without giving a reason within 14 days of receiving the goods.
After telling us that you wish to cancel, you generally have a further 14 days to return the goods.
To exercise this right, contact us at info@deepreach.fit with a clear statement that you wish to cancel your order.
You do not have to retain the original DeepReach packaging in order to exercise your statutory 14-day cancellation right.
However, we ask that you return the original packaging where reasonably possible, as this helps protect the product during transit and allows returned products to be appropriately assessed.
You are responsible for taking reasonable care of the product. Where permitted by law, we may make an appropriate deduction from your refund if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
Your statutory cancellation rights are separate from the additional conditions applying to our voluntary 100-Day Money Back Guarantee.
Government guidance confirms these cancellation, return and diminished-value principles.
RETURN POSTAGE
For change-of-mind returns, including returns made under your statutory cancellation rights and our voluntary 100-Day Money Back Guarantee, you are responsible for the direct cost of returning the product to the return location we provide.
We will provide the appropriate return instructions and, where applicable, Amazon Multi-Channel Fulfilment return documentation.
Amazon's standard MCF return process provides the return authorisation information and the address of the Amazon fulfilment centre receiving the return. Return postage itself is not provided by Amazon.
You will therefore need to purchase suitable return postage.
We strongly recommend using a tracked delivery service and retaining your proof of postage and tracking information until your return has been completed.
This does not apply in the same way where goods are faulty, damaged, incorrect or otherwise do not conform to your statutory rights. Please contact us before returning such goods.
RETURN PACKAGING
All returned products must be securely and appropriately packaged to protect them during transit.
Returns within the statutory 14-day cancellation period
Original DeepReach packaging is requested where reasonably possible but is not a condition of exercising your statutory cancellation right.
If you no longer have the original packaging, you must use suitable alternative protective packaging appropriate for the product.
Returns under our voluntary guarantee after 14 days
For returns made under our 100-Day Money Back Guarantee after the statutory 14-day cancellation period, the original DeepReach product packaging is required.
The original DeepReach packaging should itself be protected during return transit.
Please do not attach courier labels, tape or other shipping documentation directly to the DeepReach retail packaging where doing so could damage it.
Suitable protective outer packaging should be used where necessary.
DAMAGED, FAULTY, INCORRECT OR POOR-QUALITY PRODUCTS
If your DeepReach product arrives:
- damaged or broken;
- faulty;
- incorrect;
- not as described; or
- otherwise not of satisfactory quality,
please contact us as soon as possible at info@deepreach.fit
Please include your order number, a description of the problem and, where appropriate, photographs showing the issue.
Please do not pay to return a faulty, damaged or incorrect product without contacting us first.
We will assess the issue and provide appropriate instructions.
Where you are legally entitled to return the product because it is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, DeepReach will cover reasonable return costs where required by law.
Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement or repair.
You do not need to have retained the original DeepReach packaging in order to exercise your statutory rights relating to faulty, damaged, incorrect or non-conforming goods.
Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
REPLACEMENTS
If your product arrives damaged, faulty or incorrect and a replacement is appropriate, please contact us before returning the product.
Once we have assessed the issue, we will provide appropriate instructions and, where applicable, arrange for a replacement product to be sent to you at no additional delivery cost.
You do not need to place and pay for another order unless we specifically instruct you otherwise.
AMAZON MULTI-CHANNEL FULFILMENT RETURNS
DeepReach currently uses Amazon Multi-Channel Fulfilment (MCF) to fulfil orders.
Where your return is being sent to an Amazon fulfilment centre, DeepReach will initiate the return and provide you with the appropriate return documentation and instructions.
Amazon's MCF return documentation includes:
Return Mailing Label: This identifies the Amazon fulfilment centre that will receive and process your return.
Return Authorisation Slip: This contains the relevant barcode and product information and must be placed inside your return package.
Please follow the return instructions we provide carefully.
The Amazon Return Mailing Label does not include postage. Where you are responsible for return postage under this policy, you will need to purchase the appropriate postage separately.
Once Amazon receives the returned product, Amazon assesses its condition.
If Amazon determines that the product is in sellable condition, it may be returned to our Amazon inventory and used to fulfil future orders.
If Amazon determines that the product is unsellable, it will not be returned to our sellable inventory.
CONDITION OF RETURNS UNDER OUR 100-DAY GUARANTEE
Our voluntary 100-Day Money Back Guarantee is designed to give you an opportunity to properly try DeepReach.
Reasonable use during the guarantee period is permitted.
For claims made under our voluntary guarantee after the statutory cancellation period, we reserve the right to refuse a claim where:
- the original DeepReach product packaging has not been returned;
- components or accessories originally supplied with the product are missing;
- the product has been deliberately damaged;
- the product has been misused or abused;
- the product has been modified or altered;
- damage has resulted from failure to follow reasonable product instructions; or
- the product has been subjected to excessive or inappropriate use beyond what would reasonably be expected when trying the product.
These conditions apply specifically to our voluntary 100-Day Money Back Guarantee and do not restrict your statutory rights.
DIGITAL CONTENT
Your DeepReach purchase may include access to digital content, including video training and an e-book.
Statutory cancellation rights relating to digital content can differ from those applying to physical goods, particularly where you have expressly consented to digital content being supplied immediately.
However, accessing the included DeepReach video training or e-book does not by itself prevent you from using our voluntary 100-Day Money Back Guarantee for the physical DeepReach product, provided the applicable conditions of the guarantee are met.
Nothing in this policy affects your statutory rights in relation to faulty digital content.
SALE AND PROMOTIONAL ITEMS
Products purchased during a sale, promotion or using a discount code remain covered by your statutory consumer rights.
Unless a particular promotion expressly states otherwise, eligible purchases are also covered by our 100-Day Money Back Guarantee.
REFUNDS
Once your returned product has been received and, where appropriate, inspected, we will notify you regarding your refund.
Where a refund is due, it will be issued to your original payment method.
For returns under our voluntary 100-Day Money Back Guarantee, we may wait until the returned product has been received and processed before issuing the refund.
For returns made under your statutory cancellation rights, refunds will be made within the timeframes required by applicable UK consumer law.
Government guidance states that for cancelled goods orders, the refund should generally be made within 14 days of receiving the goods back or, where applicable, receiving evidence that they have been sent back.
Once we issue your refund, your bank, card provider or payment provider may require additional time to process and display it in your account.
If you believe there is an issue with a refund we have confirmed as processed, please contact us at info@deepreach.fit
ORIGINAL DELIVERY CHARGES
DeepReach currently provides free Standard Delivery on eligible mainland UK orders.
Because no charge is made for standard delivery, there is no original standard delivery charge to refund.
If paid delivery options are introduced in the future, any applicable refund of original delivery charges will be handled in accordance with applicable consumer law.
RETURNS SENT WITHOUT AUTHORISATION
Please contact us before returning any product.
Our returns are processed through specific return locations and may require Amazon return authorisation documentation.
Products sent to our registered office or another address without following the return instructions provided by us may experience significant delays in processing.
Our registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ is not a returns address.
CONTACT US
To request a return, report a faulty or damaged product, or ask a question about a refund, please contact:
DeepReach
A trading name of Carla Made Ltd
Email: info@deepreach.fit
Company number: 16790875
Registered office:
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Please do not send returns to our registered office. We will provide the appropriate return location and instructions after you contact us.