Nuove Digital Media Solutions (Nuove DMS)
Effective Date: August 2026 (Supersedes all previous policies from legacy brands including DS Design, Snake Services, and Bacchus Digital Solutions).
At Nuove Digital Media Solutions (“Nuove DMS”), we take immense pride in the technical precision of our digital assets, web hosting deployment, custom printing execution, and retail procurement services. To ensure full transparency and complete compliance with UK Consumer Rights laws and Distance Selling regulations, our refund framework is outlined below.
1. Custom-Made, Personalized, and Print-on-Demand Goods
In strict accordance with UK consumer law, personalized, bespoke, and custom-made items are legally exempt from standard “change of mind” returns.
- Prior Approval Required: For custom clothes printing, corporate stationery, and specialized graphic design (including Coat of Arms artwork), a digital proof or layout template is provided for customer sign-off prior to production.
- Finality of Sale: Once a customer approves a design layout and processes final payment, the order cannot be canceled, refunded, or exchanged due to a change of mind, incorrect size selection, or alternative color choices.
2. Faulty Goods, Misdescriptions, or Manufacturing Defects
We partner with premium global trade suppliers to ensure high-quality fulfillment. If you receive an item that is physically faulty, structurally damaged, or significantly misdescribed, you are fully entitled to a remedy:
- Reporting Window: Any physical faults, design misalignment errors, or transit damages must be reported to support@nuovedigitalmedia.com within 7 working days of receipt, accompanied by your original order number and photographic evidence.
- Resolution Process: Nuove DMS will launch an immediate review. If verified as a production error, we will issue a complete replacement or a full refund immediately.
- Exclusions to Remedies: We do not offer refunds or replacements if a customer damages an item by attempting to alter or repair it themselves, or via an unauthorized third party.
3. Digital Media Downloads & Software Assets
- Instant Fulfilment: All sales of instant digital downloads—including custom video media assets, digital occasion card templates, or document layouts—are structurally final. Previews are displayed across our platforms to ensure accuracy before check-out.
- Technical Incompatibility: While we build using universal, modern formats, if a digital asset fails to open due to file corruption, a free replacement file or refund will be issued upon verification of your purchase.
- Accidental Deletion: If you accidentally delete your digital assets, contact us with your receipt details to receive a complimentary replacement download link.
4. Non-Customized Online Sourcing & Sourced Supplies
(Applicable strictly to non-personalized office or business supplies sourced through our procurement networks).
- Right to Cancel (Distance Selling): For standard, off-the-shelf business items purchased online, customers have the right to cancel their order within 14 days of receiving the goods, without providing a reason.
- Return Conditions: Sourced items must be returned within 14 days of your cancelation notification. Items must be sent back unused, unaltered, and inside their original packaging.
- Return Shipping Logistics: The buyer is responsible for initial return postage costs. However, if the return is due to an item fault or a fulfillment error on our part, return delivery expenses will be fully reimbursed alongside your final refund.
- Refund Processing: Approved refunds will be issued back via your original payment method within 14 days of Nuove DMS safely receiving the returned inventory.
5. Verification Requirements & Proof of Purchase
To process any refund, replacement request, or repair evaluation, a valid proof of purchase must be supplied by the original buyer. Acceptable forms of verification include:
- An official Nuove DMS order number or digital invoice receipt.
- A verifiable bank statement displaying the original transaction data.
- Third-Party Clause: To ensure data compliance and minimize fraudulent claims, returns and refunds can only be handled directly with the original buyer. We cannot process refunds or returns initiated by third-party recipients.