Refunds and Returns
30 day money-back guarantee
We're sure you'll be happy with your product, but if for any reason you're not fully satisfied, you may return goods for a refund within 30 days of purchase (see our Sales Terms and Conditions). We are unable to refund software which has been activated. Hardware must be returned in its original condition within 30 days together with proof of purchase. Some bespoke orders customers cannot be cancelled or refunded; you will be notified of this before you place your order.
Cancelling a physical order
You must contact the Sales Team or your dealer within 14 days to cancel your order (unless you have downloaded your software – see next section). If you cancel your order before it has shipped, your refund will typically be processed within 24 working hours. If the order has already shipped, we must receive the product back before we can process your refund. Refunds are subject to our Sales Terms and Conditions, and our 30-day money back guarantee applies.
Cancelling a downloaded order
The 30-day money-back guarantee applies. To qualify for a refund you must not have activated your product. Simply contact the UK Sales Team or your local dealer to request a refund. Your product will expire 30 days after download/purchase.
If software or goods are found to be faulty, they will either be repaired or replaced, as appropriate. See our Sales Terms and Conditions and our Hardware Warranty Statement. Please contact the UK Sales Team to report a faulty product.
Refunds are processed online and will be made only to the payment card used when ordering. Payments by cheque will be refunded by cheque. Refunded payments are typically made within 24 working hours, but may take up to 5 working days to show on your statement.
If you have any problems installing or using your Dolphin software or hardware, please first contact Dolphin or your local Dealer to help you to resolve your issue. Please refer to What we Support, and our Hardware Warranty Statement.
If software/goods are found to be faulty, they will either be repaired or replaced, as appropriate, refer to our Hardware Warranty Statement, and Sales Terms and Conditions.
Please contact the sales team or your local dealer to request a return, quoting your order number, who will confirm how to package and return your order.
Postage and packing for returns
The customer is responsible for postage costs of returning physical items to us for a refund within 30 days, unless the product is faulty. Please use the original packaging if you need to return your goods for any reason and ensure they are safely and securely packaged for delivery (view the FedEx video below for tips). Customers retain responsibility for goods during transit, and Dolphin cannot be held responsible for damage to inappropriately packaged goods returned to us. Unfortunately, we cannot request or guarantee a time for collections with FedEx.
If you have other queries, please send us a message, call us, or email us, or your local dealer, using our Contact Us page.