DigitalRev very impressed with returns service - speed and courtesy

DayDreamer

DayDreamer

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John
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I bought something and as soon as it arrived I realised I had made a mistake and didn't really want it. So I am wondering about a few queries if anyone can help me?

To return I logged into my account and then the order and clicked where it asked if I wanted to return the item. When I did a message popped up to say they would be in touch and I wonder how long that takes.

Looking at the Royal Mail site for prices it mentions filling in the right customs forms. Is this something DR will devise me about?

Is their no quibble returns policy as it says and even though item not taken out of the box will they argue it has and seek a surcharge for restocking?

I've bought cameras and lenses over the years without issue but never tried to return anything for a refund before.

So any help would be appreciated.
 
Hi Al

Yes weighing up my options but will see if others have some experience.

Cheers
 
What jurisdiction does your contract fall under, and were they selling you a camera or providing an export service?

A UK supplier would have covered you under the Distance Selling Regulations, but I don't know where you stand with a Grey Importer - I suspect you're going to have to rely on their return policy.
That said, they do have a decent reputation so hopefully they should be pretty cooperative. Keep the thread updated with how you get on - I believe they keep an eye on TP so it may help you get a satisfactory resolution. :)
 
Llamaman said:
What jurisdiction does your contract fall under, and were they selling you a camera or providing an export service?

A UK supplier would have covered you under the Distance Selling Regulations, but I don't know where you stand with a Grey Importer - I suspect you're going to have to rely on their return policy.
That said, they do have a decent reputation so hopefully they should be pretty cooperative. Keep the thread updated with how you get on - I believe they keep an eye on TP so it may help you get a satisfactory resolution. :)
Click to expand...

I'm not feeling stressed (Yet) but interested to know if their written policy means what they say.

Yes I will update the thread.
 
DayDreamer said:
I'm not feeling stressed (Yet) but interested to know if their written policy means what they say.

Yes I will update the thread.
Click to expand...

they are also a tp advertiser and have a dedicated board so you could ask in there or ask the mods to move this into it
 
big soft moose said:
they are also a tp advertiser and have a dedicated board so you could ask in there or ask the mods to move this into it
Click to expand...

Yes I was dithering where to post but felt the dedicated board didn't have many member replies but if a Mod moves this - who am I to object --- a frail old pensioner with a heart condition, etc, etc, etc. I bow to their better judgement :)
 
I returned a Tokina lens after I had put it on the camera and tested it.I took about 30 shots in 30 mins and realised it was not up to the standard I required.The T/C of DigitalRev is that if the item is not defective there is a 20% deduction from the refund.I contacted them and they were slow in getting back to me taking 4/5 days.It was a slow process.I sent the lens back and they checked it was a s it should be.They gave me a full refund and did not deduct the 20%.I paid the return postage. I would buy from them again.
 
I returned an item to DR recently after their delivery was so slow (have had many previous good experiences with them). Sent back to a UK address, all fine but painfully slow refund process [emoji35]
 
shapeshifter said:
I returned a Tokina lens after I had put it on the camera and tested it.I took about 30 shots in 30 mins and realised it was not up to the standard I required.The T/C of DigitalRev is that if the item is not defective there is a 20% deduction from the refund.I contacted them and they were slow in getting back to me taking 4/5 days.It was a slow process.I sent the lens back and they checked it was a s it should be.They gave me a full refund and did not deduct the 20%.I paid the return postage. I would buy from them again.
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Good to hear thanks for your help.
 
Greggster said:
I returned an item to DR recently after their delivery was so slow (have had many previous good experiences with them). Sent back to a UK address, all fine but painfully slow refund process [emoji35]
Click to expand...

I hope I can return to a UK address as I'm sure the postage to Hong Kong would be expensive. Thanks for letting me know .
 
So far so good as DR emailed at 6.00 a.m. asking the reason I wished to make the return and for the serial number/s. Does that mean I need to unpack the box to take it from the lens and will DR say the box has been opened therefore subject to restocking fee.

On their web site they say 'no questions asked' return policy???

http://www.digitalrev.com/help/no-questions-asked-return-policy/OTM_A
 
ecoleman said:
I would have thought the serial number would be on the box as well.
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Good point and yes they are and on the invoice so thanks for the tip.

I just hope the number on the lens matches that on the box/invoice.
 
DayDreamer said:
So far so good as DR emailed at 6.00 a.m. asking the reason I wished to make the return and for the serial number/s. Does that mean I need to unpack the box to take it from the lens and will DR say the box has been opened therefore subject to restocking fee.

On their web site they say 'no questions asked' return policy???

http://www.digitalrev.com/help/no-questions-asked-return-policy/OTM_A
Click to expand...
Sorry it's 15% not 20% as I said. My box was opened and I took the serial number from the lens. If box is sealed I would have just taken the number from the box. Photograph the sealed box.
It was not expensive to send back to Hong Kong but I had to fill some customes forms in and stick them in a clear envelope on the outside of the parcel.
 
I emailed them at 9.00 a.m. and they replied at 10.00 a.m. with a returns form to complete and instructions where to send the parcel which is in Nottingham.

So up to now very pleased with their service.
 
Parcel posted this morning so see what happens next and when?
 
Very early this morning had a very polite email from them thanking me for providing them with tracking details and that they would let e know when parcel received, etc.
 
Not sure if they need it back to Hong Kong to inspect it before I hear again? It was signed for at Nottingham the day after I sent it?
 
Wow, wow and wow again .

My full refund came through for when I checked my emails this morning.

So I'm well impressed by their returns policy and extremely fast and polite customer service.
 
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