Refund policy

We want you to be happy with your purchase. If for any reason you need to return something here's how it works: 

Your right to cancel

The Consumer Contract Regulations 2013 apply when goods or services are sold without face-to-face contact (for example; online or by phone).

Cooling-off period

You have the right to cancel your order within 14 days of receiving your goods. 

Returns

Please follow the instructions below to complete your return.

If you have any questions or concerns, please give us a call on 01308 897272 or send an email to info@dorwest.com

1. Log into your account and go to Orders.

2. Select the order and click Request Return.

3. Choose the item(s), select a reason and add a note (Optional)

4. Wait for approval - You'll receive an email when your return is ready.

5. Print your return label (if provided) or use your own trackable courier.

Once we receive and inspect your return, your refund will be issued back to your original payment method (typically 3-5 business days)

Refunds

To cancel, you can email or write to us within 14 (fourteen) days of delivery of your order, quoting your order number. You must not use your items and must return them unopened (the tamper evident seal must remain intact) and in the original packaging. A refund of the cost of the goods, excluding carriage charges, will be sent to you within 14 days.

Replacements

Please check that you have ordered correctly and received the right products as soon as they arrive. Due to the nature of the goods, we regret that we cannot exchange any goods once the tamper-evident container has been opened. If you have ordered the incorrect goods in error, we will replace them providing they are returned in good condition and unopened within 14 days of receipt, but this will incur a postal charge. It is important to us that you are satisfied with our service. If you need to return goods to us for any reason more than 14 days days after receipt (outside of the cooling off period), we will normally issue you a credit note for the value, providing that the goods are unopened, in good condition and have a shelf life that is in excess of 6 months of their expiry or use by date. Before returning any goods to us you must contact us to be given a Return Merchandising Authorisation (RMA) number.

Loss or Damage

Occasionally goods may be lost in the post and we will send a replacement order when this occurs. However, Royal Mail does not accept that a delivery is lost until 10 working days following the due date. We therefore only send replacements after this period has elapsed. Royal Mail publishes their own guidance on this please click here. In all cases we must be informed of non-arrival, damage, or shortages within 14 days of the order being placed otherwise no claim can be made or replacement goods sent.