Refund policy
RETURNS & REFUNDS POLICY
We really hope you love your Doreen & Ada order. However, if something isn't quite right or you've simply changed your mind, we're happy to help.
CHANGING YOUR MIND
We offer a 30-day returns period. You have 30 days from the date you receive your order to contact us to request a return.
To be eligible for a return, your item should be unused and in its original condition. You are welcome to inspect your purchase as you would in a shop, but we may make a reasonable deduction from your refund if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning.
Please contact us before returning an item so that we can provide you with the correct return instructions and returns address.
Unless an item is faulty, damaged, incorrect or not as described, the cost of returning it is your responsibility.
We strongly recommend obtaining proof of postage when returning an item, as we cannot be responsible for returned parcels that do not reach us.
YOUR STATUTORY RIGHT TO CANCEL
Nothing in our 30-day returns policy affects your statutory rights.
For eligible purchases made online, you have a legal right to cancel your order within 14 days of receiving it without giving a reason.
Once you have told us that you wish to cancel, you then have a further 14 days to return the goods.
REFUNDS
Once we receive your return, we will inspect it and process your refund as soon as possible.
Refunds will normally be made to your original payment method unless otherwise agreed.
Where you exercise your statutory right to cancel your entire order, we will also refund the cost of our standard delivery service.
If you chose a more expensive or upgraded delivery option, we will refund an amount equivalent to our standard delivery charge rather than the additional cost of the upgraded service.
If you return only part of an order, the original delivery charge will not normally be refunded.
Where your statutory right to cancel applies, refunds will be made within the timescales required by law.
FAULTY, DAMAGED OR INCORRECT ITEMS
We take great care when preparing your order, but if you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please provide your order number, details of the problem and, where possible, photographs showing the issue. This helps us investigate and resolve the problem quickly.
Where we are responsible for a faulty, damaged or incorrect item, we will provide an appropriate remedy in accordance with your statutory rights.
Where a return is required, you will not be expected to cover reasonable return postage costs where we are legally responsible for doing so.
Nothing in this policy affects your statutory rights. Goods supplied by Doreen & Ada must be as described, of satisfactory quality and fit for purpose.
SALE AND DISCOUNTED ITEMS
Sale and discounted items can be returned in accordance with this policy unless a legal exception applies.
Purchasing an item in a sale or with a discount does not affect your statutory rights.
BUNDLES, MULTI-BUYS AND PROMOTIONAL OFFERS
If an item was purchased as part of a bundle, multi-buy or promotional offer, any refund will take account of the terms and pricing of that promotion.
If returning part of a bundle or multi-buy means that the items you keep no longer qualify for the promotional price, your refund may be adjusted to reflect the price that would have applied to the items you keep.
This includes our muslin multi-buy offers and similar promotions.
PRE-ORDERS
Products clearly marked as pre-order are not available for immediate dispatch. Expected availability or dispatch information will be shown on the relevant product page where applicable.
If your order contains both in-stock and pre-order products, your complete order will normally be held and dispatched together once all items are available.
We do this so that your order arrives together and you do not need to pay separate delivery charges.
If there is a significant unexpected delay affecting a pre-order, we will contact you where appropriate.
Purchasing a pre-order product does not affect your statutory cancellation rights.
CANCELLING OR CHANGING AN ORDER BEFORE DISPATCH
If you would like to change or cancel an order before it has been dispatched, please contact us as soon as possible.
We will always do our best to help, but we cannot guarantee that changes can be made once an order has entered the packing or dispatch process.
This does not affect any statutory cancellation rights you may have.
PERSONALISED AND CUSTOM-MADE ITEMS
Certain goods that are made to your specifications or clearly personalised may be exempt from the usual change-of-mind cancellation and return rights.
Where this applies, it will be made clear when appropriate.
This does not affect your statutory rights if a personalised or custom-made item is faulty, damaged, incorrect or not as described.
HOW TO ARRANGE A RETURN
Please contact us before returning any items.
Email: doreenandada@hotmail.com
When contacting us, please include:
• Your name
• Your order number
• The item or items you wish to return
• Details of any fault, damage or error, where applicable
• Photographs, where relevant
You do not need to provide a reason when exercising a statutory change-of-mind cancellation right.
We will provide you with the correct returns address and return instructions.
Please do not send a return to an address shown on old packaging, paperwork or previous correspondence, as this may no longer be the correct returns address.
RETURN POSTAGE
For change-of-mind returns, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
If an item is faulty, damaged, incorrect or not as described and a return is required, we will cover reasonable return costs where we are legally responsible for doing so.
We recommend obtaining and retaining proof of postage until your return and refund have been completed.
YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy is intended to limit or exclude your legal rights.
Your rights include those provided by applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
CONTACT US
If you have any questions about a return, refund or order, please contact:
Doreen & Ada
Email: doreenandada@hotmail.com