REFUND POLICY

Refund Calculation

Upon receipt and successful verification of your returned pair, a refund will be issued to your original payment method. The refund amount will be calculated as follows:

– The original order value paid by the client
– Less a 3% non-refundable financial processing charge, retained to cover payment gateway and merchant banking costs
– Less the original outbound shipping cost, where applicable
– Less a restocking fee of 30% of the item value, applied to account for the re inspection, re-conditioning, and quality certification required before a returned pair may be re-offered

We recognise that these deductions represent a meaningful amount, and we encourage all clients to review the eligibility conditions and return policy carefully prior to placing an order.

Customs Returns

Should a client elect to decline their order at customs and have the parcel returned to our atelier, a refund will be issued less the original outbound shipping cost and any charges incurred during the customs return process. The 3% processing charge and 30% restocking fee of the item value will also apply in such cases.

Refund Processing Timeline

Once your return has been received and inspected at our atelier, you will receive written notification confirming the outcome of your request. If approved, the refund will be initiated promptly. Please allow 5–10 business days for the credit to be reflected in your account, depending on your banking institution and payment provider.

Sale Items

Only items purchased at their regular listed price are eligible for refund consideration. Items acquired during promotional events, seasonal sales, or at a discounted rate are sold on a final sale basis and are not eligible for return or refund under any circumstance.

Gift Purchases

– Where an item was designated as a gift at the time of purchase, an equivalent store credit will be issued upon successful completion of the return process
– Where an item was not marked as a gift, any approved refund will be remitted to the account of the original purchaser

Outstanding Refund Enquiries

If you believe a refund is overdue, we ask that you first:

– Re-examine your bank account and recent transaction history
– Contact your credit card provider, as processing timelines may vary
– Consult directly with your banking institution

Should you require further assistance after completing the above steps, our client relations team is available at contact@dornford.com and will respond within one business day.

Additional Provisions

– Exchange delivery timelines are subject to variation based on destination and carrier capacity
– Dornford assumes no liability for delays attributable to third-party shipping carriers once a parcel has been dispatched
– Refund timelines are governed by the policies of the relevant banking and payment processing institutions and are beyond our direct control