RETURNS & REFUNDS POLICY

Last updated: 05/09/2025

1. OUR COMMITMENT

We want you to be fully satisfied with your purchase from DoWear. If something isn’t right, this Policy explains how to return items and how refunds are processed. It applies to purchases made on dowear.co.uk.

Return window: You may initiate a return within 30 days of the delivery date.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, the item(s) must:

be initiated for return within 30 days of delivery;
be in new, unused condition and in the original condition received;
have all original tags/labels still attached;
include the original packaging and all accessories, manuals and inserts;
include the order number and any return authorisation we provide.

3. EXEMPTIONS & NON-RETURNABLE ITEMS

The following are generally not eligible for return:

personalised or custom-made items;
items showing wear, misuse, damage, alteration or missing components;
items returned outside the 30-day window;
intimate or sanitary goods (for hygiene reasons), where applicable;
gift cards/vouchers and downloadable content.

If an item arrives damaged or defective, please see Section 8 below.

4. HOW TO INITIATE A RETURN

Request return authorisation: Email us at info@dowear.co.uk (or use the Contact form) within 30 days of delivery. Include your order number, item(s) to return, and reason.
Follow our instructions: We will provide return instructions and, if applicable, a Return Merchandise Authorisation (RMA) and the correct return address.
Pack securely: Place items in original packaging with all contents. Clearly mark the RMA and your order number inside the parcel.
Ship the parcel: Use a tracked and insured shipping service as instructed. Keep your proof of postage and tracking number.

Important: Many orders are fulfilled from different facilities depending on destination. Always use the return address we provide for your order; returns sent to the wrong address may be delayed or rejected.

5. RETURN SHIPPING COSTS

Change-of-mind / not needed: Return shipping is the customer’s responsibility.
Wrong, damaged or faulty item: If we shipped a faulty or incorrect item, we will arrange a solution in line with Section 8.
Original outbound shipping fees are non-refundable unless the return is due to our error or a faulty item.

6. INTERNATIONAL RETURNS

We ship worldwide (flat rate £9.99; free on orders £50+). For international returns, any applicable customs duties, taxes or handling fees are the responsibility of the sender and are non-refundable by us. Mark the parcel as “Returned goods” where permitted to help avoid additional import charges.

7. REFUNDS

Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds are issued to the original payment method within 14 days of receipt of the return.
Bank processing times vary; please allow 1–2 billing cycles for the credit to appear on your statement.
Where applicable, we may deduct missing parts, damage, or non-original packaging costs from the refund.

8. DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or is defective, contact us within 7 days of delivery at info@dowear.co.uk with your order number and clear photos/videos showing the issue. We will provide a remedy in accordance with the Consumer Rights Act 2015—this may include a repair, replacement, or refund.

9. EXCHANGES

We do not offer direct exchanges. Please return the original item for a refund and place a new order for the desired item.

10. LATE OR MISSING REFUNDS

Check your bank/statement again after a few days.
Contact your card issuer—there is often a processing delay before a refund is posted.
If you have done this and still have not received your refund, email info@dowear.co.uk.

11. CONTACT US

If you have any questions about returns or refunds, contact our support team:

Email: info@dowear.co.uk
Contact form: dowear.co.uk/contact
Phone: +44 7537 135782
Address: 52 Surrey St, Norwich, United Kingdom, NR1 3PA