Dispatches Magazine Shop Refund and Returns Policy

Effective date: 5 August 2026

Dispatches Magazine Shop is operated by DM Media Group Ltd (“we”, “us” and “our”). This policy applies to purchases made through the Dispatches Magazine Shop by customers in the United Kingdom.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

1. Physical products

If you purchase physical goods online, you normally have the right to change your mind and cancel your order within 14 days of receiving it.

You must tell us that you wish to cancel within this 14-day period. You then have a further 14 days to return the goods.

Returned products must be sent back in their original condition. You may inspect a product as you would in a shop, but we may reduce the refund if it has been handled more than reasonably necessary and its value has consequently been reduced.

Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning it.

Once we receive the returned product—or acceptable evidence that it has been sent—we will issue the refund within 14 days. Refunds will normally be made using the original payment method.

Where applicable, we will refund the basic outbound delivery charge. Additional costs resulting from choosing an enhanced or express delivery service will not normally be refunded.

2. Individual printed newspapers and magazines

The statutory right to cancel because you have changed your mind does not normally apply to individual newspapers, periodicals or magazines.

We may therefore decline returns and refunds for individual printed issues unless:

• The issue is faulty or damaged.

• The wrong issue was supplied.

• The issue was materially different from its description.

• Another statutory right applies.

Please contact us promptly if an issue arrives damaged or incorrect and include photographs where possible.

3. Digital magazines and other digital content

Digital purchases are generally non-refundable once access, delivery, streaming or downloading has begun, provided that before supply began you:

• Expressly consented to receiving the digital content immediately; and

• Acknowledged that beginning supply would cause you to lose your 14-day cancellation right.

The checkout process should therefore require customers to provide this consent and acknowledgement before immediate digital access is supplied.

If digital supply has not begun, or the necessary consent and acknowledgement were not obtained, you may retain a statutory right to cancel.

Digital content must still be of satisfactory quality, fit for purpose and as described. If digital content is faulty, unavailable or materially different from its description, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

4. Magazine subscriptions

Magazine subscription payments are not ordinarily refundable once the applicable cancellation period has expired and fulfilment has begun. This does not affect your statutory rights.

When a subscription is purchased online, by telephone or away from our business premises, you may have a statutory 14-day cancellation right. The applicable period and any deduction for content already supplied will depend on the nature of the subscription and when supply begins.

Where you ask us to begin supplying a subscription during the cancellation period, we may deduct a reasonable amount for issues, services or digital access already provided where permitted by law.

After the cancellation period has ended:

• Fixed-term subscription payments are normally non-refundable.

• Cancelling a subscription will not normally generate a refund for issues or access already supplied.

• Any cancellation of an automatically renewing subscription will normally take effect at the end of the period already paid for.

• You remain entitled to an appropriate remedy if issues are not supplied, digital access does not work, or the subscription is otherwise faulty or not as described.

Any statutory rights arising when a subscription renews will continue to apply.

5. Faulty, damaged or incorrectly supplied products

You are entitled to appropriate remedies when goods or digital content are faulty, not as described or not fit for purpose.

For physical goods, you may have a short-term right to reject the product within 30 days and receive a refund. Depending on the circumstances and the time that has passed, you may instead be entitled to a repair, replacement or price reduction.

Please contact us with:

• Your name and order number.

• A description of the problem.

• Photographs of physical damage, where relevant.

• Any other information reasonably needed to investigate the matter.

We will cover reasonable return costs when an item is confirmed to be faulty, damaged upon arrival, incorrectly supplied or materially different from its description.

6. Personalised products

Personalised, bespoke or custom-made products cannot normally be returned because you have changed your mind.

This exclusion does not apply if the product is faulty, damaged, incorrectly supplied or not as described.

Customers are responsible for checking names, wording, dates, photographs and other personalised information before submitting an order. We are not responsible for errors contained in information approved or supplied by the customer, except where we have failed to reproduce that information correctly.

7. Orders that have not yet been dispatched

Contact us as soon as possible if you wish to cancel or amend an order.

If fulfilment has not begun, we will try to stop the order and issue any refund due. We cannot guarantee that an order can be amended or stopped once it has entered production, been personalised, been dispatched or—in the case of digital content—made available.

8. Delivery problems

Please contact us if your order has not arrived within the stated delivery period.

We may ask you to confirm the delivery address and allow a reasonable period for investigation or replacement. Your legal rights concerning late delivery and non-delivery remain unaffected.

We are not responsible for delays caused by an incorrect or incomplete delivery address supplied by the customer, although we will try to help resolve the matter.

9. How to request a cancellation, return or refund

Contact Dispatches Magazine Shop using the following details:

DM Media Group Ltd
Trading as Dispatches Magazine 
Email: hello@dispatchesmagazine.co.uk

Please provide your name, order number, contact details and the reason for contacting us.

You do not need to provide a reason when exercising a statutory right to cancel within the applicable cancellation period.

10. Returning physical products

Do not return a product until you have contacted us and received the correct return address and any applicable instructions.

Please obtain proof of postage. Until a returned product is received by us, responsibility for it remains with you unless we supplied a prepaid returns service.

Products should be securely packaged to prevent damage in transit.

11. Refund processing

Approved refunds will be made to the original payment method unless otherwise agreed.

Banks and payment providers may take additional time to credit the funds after we have processed a refund. We are not responsible for processing times imposed by the customer’s bank or payment provider.

We will not charge an administration fee for a refund required by law.

12. Business purchases

The statutory consumer cancellation provisions described in this policy apply to individuals purchasing wholly or mainly outside their trade, business, craft or profession.

Different contractual terms may apply to purchases made by businesses, organisations or individuals acting mainly for business purposes.

13. Changes to this policy

We may update this policy to reflect changes to our products, processes or applicable law. The policy in effect when an order is placed will normally apply to that order, unless a change is required by law.

14. Your statutory rights

This policy is intended to explain our returns and refund arrangements. It does not replace or restrict rights provided by UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.