DMK Terms of Use


dmk success is based on strong traditions of quality customer service, value for money and a genuine care for our customers. The terms and conditions are designed to ensure our customers can shop easily and with the confidence that their information will not be shared.


These Terms & Conditions apply to your use of the dmk service and website. Using the dmk website you accept, and agree to, the content of these Terms & Conditions. We reserve the right to change the Terms & Conditions at any time and it is your responsibility to check regularly before ordering. This does not affect your statutory rights.


All spare parts must be fitted by a suitably qualified person having technical knowledge, applicable product knowledge and suitable tools in accordance with manufacturer specifications. All gas spares must be fitted by a qualified Gas Safe Registered Engineer. dmk cannot be held liable for any damage caused by the fitting of a spare part or the invalidation of any warranty. Manufacturers names are used for reference only and all spare parts are subject to design and specification changes by the manufacturer. Occasionally the parts may not be a direct replacement but will have been deemed as a genuine suitable alternative. All spare parts (with the exception of consumable item eg carbon filters, grease filters, bulbs etc) are guaranteed for a period of six months from the date of receipt.


We do our best to ensure availability of all spare parts and despatch all stock items within 24 hours (Mon - Friday) excluding Bank Holidays. If you have ordered multiple items they may arrive separately. A standard delivery charge of £5.94 (including VAT) will be applied to all orders.


Occasionally spare parts will become obsolete or discontinued. If you have placed an order for an item that has been made obsolete or discontinued we will inform you as soon as possible.


Goods will be despatched via Royal Mail but some expensive, large or fragile parts will be despatched via specialised delivery couriers. dmk has no liability to you for any delay in the delivery of products ordered. We will do our best to get all orders out as quickly as possible and you have the right to cancel delayed orders at any time and get a refund. All parcels should be opened carefully, as some spare parts may have sharp edges and dmk cannot be held responsible for any personal injury caused by the opening or fitting of these components.


If you do not receive your items within ten working days of the date of despatch, please advise us immediately and we will arrange for a replacement order. For deliveries in remote areas and outside of the UK, the time will vary and a period of fifteen working days should be allowed.


All service repairs will be issued to our approved network supplier who will allocate the service repair to an engineer in your local area. The service repair appointment will be booked in either of the following two methods:


  • An appointment date will be agreed (normally within 48 hours) at the time of the initial call and a deposit will be required.
  • You will be advised an engineer will contact you (normally within 24 hours) to arrange an appointment date and a deposit will be required at the time of the initial call.


The appliance repair fee includes VAT and covers you against the cost of the service engineers call out and evaluation. If the engineer has to re-visit the repair to fit a spare part there will be no extra charge. The cost of any spare part is extra and will be charged by the engineer at the time of the service visit.


If the part(s) are not in stock the repair engineer will arrange to obtain them from the suppliers and you will be kept informed of progress (normally via phone). As soon as the part(s) are available the service engineer will contact you to arrange a new appointment date to complete the repair.


If at any time you are concerned with the progress of an outstanding repair please immediately call 01920 444020.


If you wish to cancel your appointment, you must advise us before 15.00 the day prior to the arranged visit date by calling 01920 444020 and a full refund will be given.


If you cancel your appointment after this time an administration fee of £20.40 (including VAT) will be charged. If you wish to cancel the repair during its progress and no parts have been fitted, the full service repair cost will be due for payment. If after a period of 5 weeks, beginning from the first call out, the required part(s) is / are still outstanding and the appliance is inoperable you have the right to cancel the repair. However at this point, the cost of service repair (excluding parts) would be payable less a refund of £26.40 (including VAT).


dmk have the right to cancel the service repair at any time and a full refund will be made.


The service repair is guaranteed to cover the initial fault for 180 days from the date the repair is completed.


If your appliance fails with the same fault as detailed in your initial repair, we will arrange to send the service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call us on 01920 444020. If your appliance fails with the same fault within the guarantee period, you must contact us 01920 444020 to advise. Any calls made directly to the engineer to request a re-visit are not covered under this guarantee.


This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. If the engineer re-visits and an alternative fault is found a service repair cost will be payable plus any parts required.


The guarantee becomes invalid if the appliance is not used in accordance with manufacturer guidelines



Payment over the Internet can be made via our secure check out pages using Sage Pay or PayPal. Charges will appear on your statement as dmk Service Solutions.


Alternatively you can pay by cheque or postal order. Please note that if you choose to pay by either of these methods your order will not be despatched until the funds have been cleared.


All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) at UK rates. Prices may change due to an increase in VAT rates or a manufacturer’s price increase. Customers are entitled to a full refund if this is not acceptable. All sales on the dmk site are governed by UK Law and by using the site you have entered into a legally binding contract with dmk Service Solutions Ltd.


Due to the online payment system your credit card payment will be taken at the point of ordering. If a problem in supply should occur and you would like to cancel your order we will be happy to assist you in obtaining a refund of your order. Please contact 01920 444020


If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country. Any additional charges for customs / import duties are your responsibility.



You have the right to cancel your order and request a refund within seven working days, from the day following the receipt of the goods. You must notify us in writing or via e-mail ( ) of your request. The cost of the goods will be refunded in full but all delivery charges are non refundable unless the goods are damaged or faulty.


If you've ordered the incorrect item(s) these must be returned in perfect re-saleable condition (including product packaging, instructions, etc). Please note you must not write anything on the item, its packaging or instructions. Please also note that the costs of returning your item(s) must be paid by you.


Goods to be returned because they are faulty, defective or damaged must be returned in the condition you received them, with the exception of Electronic Timers and Modules which can’t be returned if there is evidence of them being fitted. These components can be damaged by the fitting to an appliance, if an incorrect fault diagnosis has been made. You must advise us within twenty four hours of any damaged parts received by calling 01920 444020.


Please make sure you get proof of postage in case your item gets lost in the post.


Provided that you return your item(s) in accordance with these Terms & Conditions we will refund what you've paid for the item(s) or replace or exchange the item(s) if applicable. Refunds are processed within 5 working days of receipt of the returned item(s). Refunds are made using the same form of payment that was used to make the initial purchase.



We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims.


We will do our best to get all orders despatched as quickly as possible. We have no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time and get a refund prior to the item being despatched.


This warranty does not affect your statutory rights.


dmk reserves the right to change or modify the Terms and Conditions without prior notice.