Do not buy from DWARFLAB
I ordered directly from DWARFLAB and requested a return on the day the item arrived because it was not as expected and I changed my mind. The product was unused and in perfect new condition, but the return process has been extremely difficult and completely out of line with UK consumer law. This is similar to some of the reviews below.
At checkout, no information about return costs was provided, and no cancellation rights were explained. Only after I asked to return the item was I sent a policy that contradicts UK law and places unfair conditions on customers.
DWARFLAB were slow on emails, and insisted (at least three times) that I must pay the return postage upfront, even though UK law requires the retailer to cover return costs when this information wasn’t provided before purchase. They also tried to apply internal rules that override statutory rights, including conditions about packaging, inspections, and deductions. They even referred to a 4% fee that does not appear anywhere in their own published policy.
Despite multiple explanations, they still refuse to provide a prepaid return label or arrange a no‑cost collection, which they are legally required to do. They recently said they’re unable to provide pre paid labels - well they shouldn’t be trading in the UK if they can’t trade and set up their processes and policies lawfully. At this point, it looks like the only route to get my money back is to pursue a Section 75 claim through my payment provider.
A simple return has turned into a frustrating, stressful and time‑consuming process. Avoid if you can.
