DSPR / CUSTOMER CARE
Returns, refunds & warranty
Your design, delivery and product support, with your consumer rights preserved.
Last updated: 9 October 2026
Custom products: no change-of-mind returns
Products made to your specifications or clearly personalised are not eligible for non-quality returns. You may cancel without charge before production starts, even after design approval. Selecting a standard model alone does not make a product personalised. Lost-shipment remedies, quality support and mandatory consumer rights remain unaffected.
Cancel free before production starts
You may cancel without charge and receive a full refund before production starts, including after design approval. Once production of a custom or personalised product has started, cancellation because you change your mind is not refundable. Rights relating to quality issues, lost shipments and mandatory consumer protections remain unaffected.
Lost shipments
If your shipment appears to be lost, contact us with your order reference. DSPR will contact the carrier to investigate and handle the case with you. If the shipment is confirmed lost, we will arrange a refund.
1-year warranty
DSPR products carry a one-year warranty in addition to your mandatory consumer rights. Quality issues are assessed for repair or replacement, depending on the severity of the problem. Contact rio@dsprsup.com with your order details, photographs and a description of the issue.
Mandatory consumer rights
The DSPR one-year warranty is additional to your mandatory rights. It does not limit remedies for faulty, damaged, incorrect or non-conforming goods. Where EU consumer law applies, a legal guarantee of at least two years applies to new goods; national law may provide longer protection. Applicable UK and other local consumer rights also remain unaffected.
Standard goods: EU and UK withdrawal
Where EU or UK withdrawal rights apply to standard, non-personalised goods, notify us within 14 days after delivery if you wish to withdraw without giving a reason. Send the goods back within 14 days after your notice. We refund the product price and the standard outbound delivery cost within the applicable legal deadline; we may wait until the goods are received or you provide evidence of dispatch. Deductions are limited to handling beyond what is necessary to inspect the goods, where law allows.
How to request support or a return
Email rio@dsprsup.com with your name, order reference, product and request. Photographs help with quality issues but are not a condition for a statutory withdrawal notice. Ask for the appropriate return address and instructions before dispatch; the company contact address is not automatically a returns warehouse. Requesting instructions does not postpone or restrict your statutory right to give notice.
Return costs and refund method
For eligible non-quality returns, the buyer pays the direct return freight. Contact us for the return address and instructions before dispatch. For bulky goods that cannot normally be returned by post, the estimated return freight must be disclosed before purchase. For quality issues, we assess repair or replacement and arrange the appropriate remedy without limiting any right to a free remedy under applicable law. Refunds use the original payment method where possible, unless you expressly agree otherwise, without a fee for the refund itself. For eligible EU or UK withdrawal, refunds are normally due within 14 days of notice; we may lawfully wait for the goods or evidence of dispatch.
Quality support
For a quality issue, message DSPR by email at rio@dsprsup.com or on WhatsApp with your order reference, a description and helpful photos or video. We will review and confirm the issue with you, then arrange repair or replacement depending on its severity, without limiting your mandatory rights.
Return address & freight estimate
Contact DSPR before returning an item so we can confirm the return address and estimate the return freight for your product and location. The buyer pays eligible non-quality return freight. For bulky goods, request the estimate before purchase where a statutory return right applies. This does not limit any right to a free remedy for defects under applicable law.