Refund & Return Policy

This Returns Policy ("Policy") is provided by [Your Company Name] ("Company," "we," "us," or "our") to govern the terms and conditions under which you, the customer ("you" or "your"), may return products or seek a refund for products purchased through our website or other sales channels.

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1. Statutory Rights

This Policy does not affect your statutory rights as a consumer. Your statutory rights are protected under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other relevant UK consumer protection legislation.

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2. Eligibility for Returns

To be eligible for a return or refund, you must adhere to the conditions outlined in our Returns Policy. Please review this Policy in detail for specific eligibility criteria.

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3. Non-Excludable Liabilities

Nothing in this Policy seeks to limit or exclude our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

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4. Amendments to Policy

We reserve the right to modify, amend, or update this Returns Policy at any time. Any changes will be effective immediately upon publication on our website. It is your responsibility to review this Policy periodically for any updates.

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5. Dispute Resolution

In the event of any disputes or issues related to returns, refunds, or product quality, we encourage you to contact our customer support team promptly. We are committed to resolving disputes in accordance with applicable UK laws and consumer protection regulations.

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6. Governing Law

This Returns Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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7. Contact Information

If you have any questions, concerns, or require further information regarding our Returns Policy, please contact us at:

Dolly Prom Ltd

Date of Last Update: 2nd November 2023

Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.

We understand that sometimes a purchase may not meet your expectations, and you may wish to request a refund. As long as the item remains in its original condition, we offer free returns, subject to the outlined rules, which include considerations for fair use. Please refer to the product information section on our websitefor details on whether the item you ordered is eligible for return.

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It's important to note that this Returns Policy does not affect your statutory rights.

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You have a 28-day window, starting from the day of delivery or when the order becomes available for collection at your designated store or collection point, to return an item for a refund. The refund will be processed to your original payment method. We cannot refund to any other method of payment. 

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Our goal is to refund you within 14 days of receiving the returned item.

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If, due to exceptional circumstances, you are unable to return an item within the specified timeframe mentioned above, please reach out to us. However, any potential refund will be at our discretion.

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We don't accept returns for unwanted items after the relevant returns period stated above. If you try to make a return, we may choose to send the item back to your default delivery address and ask you to cover the delivery costs for returning the items to you. 

Ensuring hygiene and prioritizing customer safety are paramount to us. As per UK distance selling regulations, certain items are non-returnable for refunds under specific conditions:

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1. Face + Body Products: Cannot be returned if opened, used, or if the protective seal is broken.

2. Underwear: Non-returnable if the hygiene seal is broken or if any labels have been tampered with.

3. Swimwear: Not eligible for return if the hygiene seal is broken or if any labels have been tampered with.

4. Pierced Jewellery: Non-returnable if the seal has been tampered with or is broken.

5. Face Coverings: Cannot be returned if the seal has been tampered with or is broken.

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While it is acceptable to try on items as you would in a physical store, please refrain from wearing them for an extended period. If an item is returned damaged, worn, or in an unsuitable condition, a refund cannot be provided, and there may be a need to return the item to you (with delivery costs covered by you).

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All items undergo inspection upon return. To qualify for a full refund, items must be returned unworn and unused, in the same condition as received. This includes returning items in their original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoebox).

Until your returned items reach us, you are responsible for their safekeeping, so ensure they are securely packaged to avoid damage during transit.

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As the parcel remains under your responsibility until it reaches us, please obtain proof of postage. This documentation may be necessary if you need to get in touch with us regarding your return.

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Please be aware that we cannot accept responsibility for items returned to us by mistake, though we understand such occurrences can happen. If we manage to identify these items (which may not always be possible) and you wish to have them returned to you, we may request you to cover the associated delivery costs.

In instances where we detect fraudulent activity or observe unusual and suspicious behaviour on your account, we may need to withhold issuing a refund and suspend your account, along with any associated accounts.

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Such activities encompass, but are not limited to: claims regarding undelivered orders or missing items; excessive ordering and returning, surpassing even the patterns of the most loyal Dolly Prom customer; irregularities in return patterns; suspicion of prolonged use of items rather than just trying them on, followed by returns; refusal of multiple returns as outlined in our Terms and Conditions under 'When we may withhold issuing a refund'; or the return of items that have been worn or used and do not match the originally placed order.

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If your account has been deactivated, and you need to make a legitimate return, please reach out to Customer Services. They will provide you with a returns label, but bear in mind that you will be responsible for the return shipping costs.

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It is important to note that we retain the right to take legal action if the items you return do not align with the original order.

Until your returned items reach us, you are responsible for their safekeeping, so ensure they are securely packaged to avoid damage during transit.

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As the parcel remains under your responsibility until it reaches us, please obtain proof of postage. This documentation may be necessary if you need to get in touch with us regarding your return.

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Please be aware that we cannot accept responsibility for items returned to us by mistake, though we understand such occurrences can happen. If we manage to identify these items (which may not always be possible) and you wish to have them returned to you, we may request you to cover the associated delivery costs.

Made To Order

We’re do not offer exchanges on made to order items as they are bespoke to you and have take time to be created for you.

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Ready To Wear

Ready to wear items can be refunded once they arrive at our premises. If you need it in a different size or colour simply place a new order in the correct size or colour.These are items that are shipped on order.

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