Refund policy

Returns & Refunds Policy

We know ordering online can sometimes be a gamble. Whether you’ve changed your mind or something’s not quite right, we’re here to help. Here's the lowdown 👇

 

🗓️ Changed your mind? You’ve got time.

You’ve got 14 days from when your order arrives to tell us you'd like to return it. Then you’ve got another 14 days to send it back.

We’ll refund:

  • ✅ The cost of the item
  • ✅ The delivery cost

However:

  • ❌All returns must be arranged through our DHL collection service – we don’t accept self-arranged returns or drop-offs. We can book a DHL collection from your chosen address and £10 will be deducted from your refund to cover processing and shipping costs.

If your item is faulty, we’ll cover the return in full.

To qualify, the item must be:

  • Unused and in its original condition
  • In its original packaging
  • Not a clearance or custom item

📦 Example  – Changed Your Mind (Within 14 Days):

You order a mat for £49 with shipping of £6.50. 
You decide it's not quite right and tell us within 14 days, then return it.

We refund: £49 (item) + £6.50 (standard delivery), Less £10 for processing the return.

🚚 Starting a return is easy:

Email us at hello@dallasdoes.co.uk with:

  • Your order number
  • A short note on why you’re returning it
  • Photos if the item is damaged or faulty

We’ll let you know the next steps.


💥 Something not right? We’ll fix it.

If your item is damaged, faulty, or not what you ordered, let us know straight away so we can put it right.

If the return is accepted, we’ll refund:

  • ✅ The item
  • ✅ The full original delivery cost (standard or express)
  • ✅ We'll cover the cost of and arrange the return

 

⚠️ Our knee pads:

They're designed for occasional use and light-duty environment only and are priced to match. Wear and tear like compression, padding separation and slight structural changes is normal, to be expected as they mould to your knee shape and are not considered a fault.

🛠️ Example – Faulty Item:

You order knee pads and notice the inner mat material has come away from the inside of the pad after two uses.

✅ You send us photos within the return period
✅ We agree it’s faulty
✅ We refund: item + full delivery + your return postage

🙅♀️ Things we can’t take back:

  • Clearance items
  • Custom items
  • Gift cards

If you’re unsure, drop us a message before returning.

 

💳 When will I get my refund?

Once your return lands back with us and we’ve inspected it, we’ll let you know if it’s been approved.

If it is, we’ll refund your original payment method within 10 business days.

Still waiting after 15 working days? Give us a nudge.

 

❓ Questions?

We’re always happy to help. Drop us a message at hello@dallasdoes.co.uk