Returns & Refund Policy

Last updated: 2 October 2026

At Domariv, we want you to be happy with your purchase. If you change your mind about an order, receive an incorrect item, or experience an issue with a product, this policy explains how returns, cancellations, repairs, replacements, and refunds are handled.

Nothing in this Returns & Refund Policy affects your statutory rights under applicable UK consumer law.

1. Your Statutory Rights

When you purchase goods from Domariv online, you may have statutory rights under UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

These rights can include:

a 14-day cancellation period for most goods purchased online;
the right to return faulty, damaged, misdescribed, or otherwise non-conforming goods;
the right to a repair or replacement in certain circumstances; and
the right to a price reduction or refund where applicable.

This policy explains how you can exercise these rights and how we handle returns.

2. Returns for Change of Mind

If you purchase goods online and simply change your mind, you normally have the statutory right to cancel the contract without giving a reason.

The cancellation period for most goods begins when you, or someone you have nominated other than the carrier, receives the goods.

You normally have 14 days from the day after receiving the goods to notify us that you wish to cancel the contract.

Once you have notified us of your cancellation, you normally have a further 14 days to return the goods.

You do not need to provide a reason for exercising your statutory cancellation right.

3. How to Request a Return

To request a return because you have changed your mind, please contact us at:

domariv@domariv.com

Please include, where available:

your name;
order number;
the item or items you wish to return; and
confirmation that you wish to cancel the purchase.

A clear statement that you wish to cancel your order is sufficient. You may also use a statutory cancellation form where applicable, but this is not mandatory.

We will provide the relevant return instructions after receiving your request.

4. Returning Goods

When cancelling an order under the statutory cooling-off period, you must send the goods back to us without undue delay and normally no later than 14 days after notifying us of your cancellation.

Unless we have agreed to collect the goods or have agreed to cover the return cost, you are normally responsible for the direct cost of returning goods when cancelling because you have changed your mind.

We recommend using a tracked or otherwise suitably insured delivery service when returning goods, particularly for higher-value items.

Please keep proof of postage or other evidence showing that the goods have been returned.

5. Condition of Returned Goods

You may handle goods to the extent necessary to establish their nature, characteristics, and functioning, in a similar way to how you would reasonably be able to inspect them in a shop.

You should take reasonable care of the goods while they are in your possession.

You may still exercise your statutory cancellation right even if packaging has been opened where opening the packaging was reasonably necessary to inspect the goods.

However, if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics, and functioning, we may make a deduction from the refund to reflect that reduction in value where permitted by law.

Where possible, please return goods with their original packaging, accessories, instructions, components, and other items supplied with the purchase.

6. Refunds for Change of Mind

Once you validly cancel your order, we will reimburse the payments we are required to refund under applicable law.

This normally includes:

the price paid for the returned goods; and
the cost of the least expensive standard delivery option originally offered by us.

If you selected a more expensive delivery method, we are not required to refund the additional amount above the cost of the least expensive standard delivery option.

We will normally issue the refund using the same payment method used for the original transaction, unless you expressly agree to another method.

We will not charge an administration fee for processing a statutory refund.

7. When Will Your Refund Be Issued?

For a statutory cancellation, we will normally process your refund without undue delay and no later than 14 days after the applicable legal deadline.

Where we are not collecting the goods ourselves, we may withhold the refund until:

we have received the returned goods; or
you have provided evidence that the goods have been sent back,

whichever occurs first.

Once the refund has been processed, the time it takes for the funds to appear in your account may depend on your payment provider or financial institution.

8. Faulty, Damaged, or Incorrect Goods

If your item is:

faulty;
damaged;
not as described;
not fit for its normal or agreed purpose;
incorrectly supplied; or
otherwise does not conform to the contract,

please contact us as soon as reasonably possible at:

domariv@domariv.com

Please provide your order number and a description of the problem.

Where appropriate, we may also ask for photographs or videos showing the issue. This helps us assess the problem and determine the appropriate remedy.

You will not lose your statutory rights simply because you did not report a problem immediately, although contacting us promptly can help us resolve the issue more efficiently.

9. Your Rights for Faulty Goods

Under applicable UK consumer law, goods must generally be of satisfactory quality, fit for purpose, and as described.

Depending on the circumstances and the timing of the problem, you may have the right to:

reject the goods and receive a refund;
request a repair;
request a replacement;
receive a price reduction; or
exercise a final right to reject the goods and receive a refund.

The remedy available will depend on the circumstances and the rights provided by applicable law.

Where a repair or replacement is appropriate, it will be provided within a reasonable time and without significant inconvenience, subject to the circumstances and applicable legislation.

10. Faults Identified Shortly After Delivery

In many circumstances, where goods are faulty or otherwise fail to conform to the contract within the applicable statutory period, consumers may exercise a short-term right to reject the goods.

Where you are entitled to reject the goods under this right, you may request a refund rather than a repair or replacement.

Where you prefer a repair or replacement and the law allows this as the appropriate remedy, we may arrange this with you.

Nothing in this policy limits any statutory remedy available to you.

11. Repairs and Replacements

Where a repair or replacement is appropriate, we will normally arrange the appropriate remedy without charging you for the reasonable cost of providing that remedy.

Depending on the circumstances, this may include reasonable costs associated with returning faulty goods and sending repaired or replacement goods.

A repair or replacement must be carried out within a reasonable time and without significant inconvenience to you.

If a repair or replacement cannot resolve the issue, is not completed within a reasonable time, or would cause significant inconvenience, you may have further statutory rights, including a price reduction or final right to reject the goods.

12. Returns of Faulty Goods

Where the goods are faulty, damaged, incorrectly supplied, or otherwise do not conform to the contract, we will not require you to bear reasonable return costs that are legally our responsibility.

We may provide specific return instructions, a prepaid return option, or another appropriate method depending on the circumstances.

Please do not send faulty or incorrect goods to an address other than the one provided in our return instructions.

13. Damaged Goods

If an item arrives damaged, please contact us as soon as possible.

Where possible, please provide:

your order number;
photographs of the damaged product;
photographs of the packaging;
a description of the damage; and
any other relevant information that may help us assess the issue.

We will review the information and determine the appropriate remedy under applicable law.

Where goods have been damaged before you received them, this does not remove your statutory rights.

14. Incorrect Items

If you receive an item that is different from the item you ordered, please contact us at:

domariv@domariv.com

We will review the order and arrange an appropriate remedy.

Where an incorrect item was supplied by us, we will not require you to bear reasonable return costs that are legally our responsibility.

15. Exclusions from the Statutory Cancellation Right

Certain types of goods may be excluded from the statutory cancellation right where the law permits.

These may include, depending on the circumstances:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
goods that, after delivery, become inseparably mixed with other items due to their nature; and
other categories of goods or contracts for which the statutory cancellation right does not apply.

Where an exemption applies to a specific product, this will not affect your statutory rights if the product is faulty, damaged, misdescribed, or otherwise fails to conform to the contract.

16. Sale Items and Promotional Purchases

Products purchased during a sale or promotional campaign remain covered by the same statutory consumer rights as full-price products.

A reduced price does not remove or restrict your legal rights where goods are faulty, not as described, or otherwise fail to conform to the contract.

Where a product is correctly supplied and you simply change your mind, the statutory cancellation rules described in this policy will apply unless a lawful exemption applies.

17. Exchanges

We may offer an exchange at our discretion where appropriate.

However, an exchange is not intended to replace any statutory refund, repair, replacement, price reduction, or cancellation right that you may have under applicable law.

Where you have a legal right to a refund, we will respect that right.

18. Refunds for Orders Using Discounts or Promotional Codes

If you return an item purchased using a discount code or promotion, the amount refunded will reflect the amount actually paid for the returned item, subject to your statutory rights.

Where a promotion required the purchase of multiple products to qualify for a discount, the effect of a partial return may depend on the specific promotional terms.

We will not use promotional conditions to remove or restrict your statutory consumer rights.

19. Missing Items

If an item that should have been included in your order is missing, please contact us at:

domariv@domariv.com

Please provide your order number and identify the missing product.

We will investigate the order and, where appropriate, arrange the missing item or another suitable remedy.

20. Returns and Original Packaging

Original packaging is recommended where reasonably available because it may help protect the product during transportation.

However, where the law gives you a statutory cancellation or remedy right, we will not improperly refuse that right solely because original packaging is unavailable.

Any assessment concerning the value or condition of returned goods will be carried out in accordance with applicable law.

21. Unused and Opened Products

For statutory cancellation, you may inspect goods as reasonably necessary to establish their nature, characteristics, and functioning.

An opened product is not automatically excluded from the statutory cancellation right.

However, excessive handling or use beyond what would reasonably be permitted in a shop environment may result in a deduction reflecting any reduction in value, where permitted by law.

Products returned because they are faulty, damaged, incorrect, or otherwise non-conforming will be assessed based on the nature of the issue rather than on whether the original packaging has been retained.

22. Gifts

Where a product was purchased as a gift, the statutory rights generally belong to the person who entered into the purchase contract.

If you received an item as a gift and need assistance with a return, please contact us and provide the relevant order information where available.

23. Refund Delays

If you believe you are entitled to a refund and it has not been received within the applicable timeframe, please contact us at:

domariv@domariv.com

We may request information such as your order number, return tracking details, or payment information necessary to investigate the issue.

Refund processing times can also depend on your card issuer, bank, or payment service provider after the refund has been initiated.

24. Statutory Rights Take Priority

This Returns & Refund Policy is intended to explain our return procedures clearly and does not limit or exclude any statutory rights available to consumers under applicable UK law.

Where a provision of this policy conflicts with a mandatory consumer protection law, the applicable law will prevail.