Returns & Refunds
We want every customer to have a clear and straightforward experience when shopping with Dormley & Co.
This Refund Policy applies immediately and explains the conditions and process for requesting a return or refund for products purchased from Dormley & Co.
We aim to make the returns process simple, clear and convenient for our customers.
1. Return Period
Customers may request a return within 30 days from the date the order is delivered.
Items should be returned in a suitable condition, with original packaging where possible, and with any included accessories.
2. Eligible Returns
A return request may be accepted when:
- The item is unused and in its original condition.
- The product received is incorrect.
- The item arrives damaged or has an issue affecting normal use.
3. Items Not Suitable For Return
Returns may not be accepted for items that have been used, altered, damaged after delivery or are returned without the original condition being maintained.
This does not affect any customer rights that apply under relevant consumer protection regulations.
4. How To Request A Refund
To request a return or refund, please contact our customer support team with:
- Your order details.
- The reason for your request.
- Any relevant information about the product condition.
Our team will review your request and provide the next steps within 3 working days.
5. Refund Processing Time
Once a returned item has been received and checked, approved refunds will be processed within 5 working days.
After the refund has been processed, the amount will usually appear in your original payment account within 3–7 working days, depending on your payment provider and processing times.
6. Damaged Or Incorrect Items
If you receive an item that is damaged or different from your order, please contact us within 7 days of delivery.
Please include order details and supporting information so we can review the issue and provide an appropriate solution.
7. Return Shipping
Customers are responsible for arranging return delivery unless the item received is incorrect or arrives with a confirmed issue.
We recommend using a delivery service that provides proof of postage when returning an item.
8. Contact Us
If you have any questions about returns or refunds, please contact our support team.
We aim to respond to refund enquiries within 3 working days.