Refunds & Returns Policy

1. Overview

This Refunds & Returns Policy explains how Drive Network Support Ltd handles product returns, service cancellations, and refund requests for purchases made through www.dnsupport.co.uk or www.dnsupport.net. We aim to ensure fairness and transparency for all customers.

 

As a one-stop solution for 24/7 IT support, cybersecurity protection, cloud hosting, and CAD/CAM and CNC system support, this Policy covers returns and refunds across our hardware, software, managed services, and training programmes, including scholarship initiatives and partner-supported delivery.

 

2. Physical Product Returns

If you purchase physical products (e.g., laptops, workstations, accessories, or components), you may return them within 14 days of delivery, provided they are unused, in their original packaging, and in resalable condition. To start a return, please email support@dnsupport.co.uk with your order number and reason for return.

 

3. Return Conditions

Returned products must include all accessories, manuals, and packaging. We cannot accept returns for:

• Items showing signs of use or damage.

• Software or digital licenses that have been activated.

• Special-order or customised equipment.

• Clearance or final-sale items clearly marked as non-returnable.

 

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Shipping costs are non-refundable unless the item was defective or sent in error.

 

5. Faulty or Damaged Goods

If an item arrives damaged or becomes faulty within the warranty period, contact us immediately at support@dnsupport.co.uk. We will arrange a replacement, repair, or full refund depending on the issue and the manufacturer’s warranty terms.

 

6. Service and Subscription Refunds

Refunds for managed IT, training (including scholarship-funded training), or consultancy services are handled separately. Due to the nature of these services, refunds cannot be issued once work has begun, except in cases of proven non-performance or breach of contract in line with your Service Level Agreement (SLA) or Statement of Work. If a service has not yet started, cancellations made within 7 days of payment may be eligible for a full refund. Scheduled training may be rescheduled subject to availability; scholarship-funded places are non-transferable and not redeemable for cash. The Scholarship Program Terms Addendum applies to all scholarship-funded programmes and prevails in case of any conflict with this Policy.

 

7. Digital Products and Software Licenses

Digital products, activation codes, or downloadable software cannot be refunded once delivered or activated. In exceptional cases, we may review refund requests if a technical error prevented product delivery.

 

8. Return Shipping Costs

Customers are responsible for the cost of return shipping unless the product is defective or the wrong item was sent. We recommend using a tracked service as we cannot guarantee receipt of returned items.

 

9. Order Cancellations

Orders for physical products can be cancelled before dispatch by contacting support@dnsupport.co.uk. Once shipped, standard return procedures apply. Service cancellations must follow the terms set out in your Service Level Agreement (SLA).

 

10. Contact Information

For any questions about this Refunds & Returns Policy or to initiate a return, please contact:

Drive Network Support Ltd

71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Email: support@dnsupport.co.uk | Website: www.dnsupport.co.uk

Book your Free Network Health Check today

 

11. Scholarship and Training Programmes

Training services (including apprenticeship pathways and instructor-led or virtual courses) are governed by Section 6. Scholarship-funded places are non-transferable, not redeemable for cash, and subject to the attendance, conduct, and assessment requirements communicated at enrolment. Bookings may be rescheduled once with at least 10 business days’ notice, subject to availability. No-shows may forfeit the booking. Where fees are paid by an employer or partner, cancellations and refunds follow the applicable SLA or Statement of Work.

 

The Scholarship Program Terms Addendum forms part of this Policy for scholarship-funded programmes and, in the event of any conflict, the Addendum will take precedence.

 

12. Partner Collaboration and Third-Party Supply

Where hardware, software, or services are supplied, fulfilled, or provisioned via an authorised partner, distributor, or manufacturer, returns, RMAs, and licence cancellations are subject to the partner/manufacturer terms in addition to this Policy. Drive Network Support Ltd will coordinate with relevant partners to facilitate inspection, repair, replacement, or credit where applicable. Any partner-imposed restocking fees or return shipping charges may be deducted from the refund.

 

Activated or provisioned software subscriptions can only be cancelled in line with the vendor’s policy; remaining terms may be non-refundable.

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13. Educational and Community Initiatives

For free or subsidised educational, outreach, or community events delivered by Drive Network Support Ltd (including school/college sessions and industry workshops):

We may reschedule sessions or substitute presenters; if we cancel, any paid registration fees will be refunded in full.

 

Participant cancellations can be made up to 5 business days before the event; free places may be reallocated. No-shows are not eligible for a refund.

All communicated safeguarding, health and safety, venue, or code-of-conduct requirements must be followed.

 

14. Data Usage for Students and Partners

We process personal data of students, apprentices, mentors, and partners to administer training and scholarship programmes, verify eligibility, coordinate placements, evidence outcomes, and meet compliance obligations. Lawful bases may include contract, legitimate interests, legal obligation, and consent, where required. Data may be shared with delivery partners, awarding bodies, or employers strictly for these purposes and retained only as long as necessary. We may use aggregated or de-identified data for programme reporting and improvement. For more information, please see our Privacy Notice at www.dnsupport.co.uk or contact support@dnsupport.co.uk to exercise your data rights.