Refund policy

Return and Refund Policy

Effective date: 14th June 2026 | 12pm [GST time]

At Doelara, customer satisfaction is important. This Return and Refund Policy explains your rights, the conditions of our voluntary 90-Day Results Guarantee, and the procedures that apply to returns, refunds, replacements, and cancellations. Nothing in this policy excludes rights that cannot legally be limited under applicable law.

1. Statutory Rights

If an item is faulty, not as described, or does not do what it is supposed to do, you may be entitled to a refund, repair, replacement, or another legal remedy. UK guidance states that these statutory rights cannot be excluded or restricted by store policy.

If you buy online, by phone, or by mail, you will usually have the right to cancel an eligible order within 14 days of receiving it, and then a further 14 days to return the goods after notifying us of cancellation. You do not need to give a reason for cancelling an eligible distance sale.

2. 90-Day Results Guarantee

Where a Doelara product page expressly states that the product is covered by a “90-Day Results Guarantee,” the original purchaser may request a refund if, after 90 days of consistent and proper use, the customer does not achieve the stated product objective.

This guarantee is offered voluntarily in addition to your legal rights. It applies only where all eligibility conditions below are fully met.

3. Eligibility for Guarantee Claims

To make a valid claim under the 90-Day Results Guarantee, you must:

  • Purchase the product directly from the official Doelara store.

  • Be the original purchaser.

  • Have paid for the order in full.

  • Use the product consistently, properly, and strictly in accordance with all instructions, directions, warnings, and guidance provided on the product page, packaging, inserts, or support communications.

  • Wait until at least 90 days have passed from the confirmed delivery date before submitting a claim.

  • Submit the claim no later than 14 days after the end of the 90-day period.

  • Provide your order number and proof of purchase.

  • Provide reasonable evidence of consistent use and lack of satisfactory results, which may include dated photographs, written progress records, usage confirmations, or other supporting material reasonably requested by Doelara.

  • Provide photographs of the product, packaging, and any remaining contents if requested.

  • Confirm that the product has not been misused, altered, tampered with, resold, or used inconsistently with instructions.

4. Circumstances Where Claims May Be Refused

To the extent permitted by law, Doelara may refuse a guarantee claim where:

  • The claim is submitted too early, too late, or without the required evidence.

  • The product was not used for the full required period.

  • The product was not used as directed.

  • The customer cannot provide proof of purchase.

  • The claimed outcome may reasonably have been affected by inconsistent use, misuse, overuse, alteration, external factors, or failure to follow instructions.

  • The order was refunded previously, reversed, charged back, or identified as suspicious or fraudulent.

  • The item was purchased through an unauthorised reseller or third-party source.

  • There is evidence of abuse of the guarantee or bad-faith use of the policy.

5. Change-of-Mind Returns

For eligible online orders, if you wish to cancel because you changed your mind, you must notify Doelara in writing within 14 days of receiving the goods. After notifying us, you must return the goods within 14 days.

No return will be accepted without prior written return authorisation from Doelara. Unauthorised returns may be refused, delayed, or returned to sender, except where the law requires otherwise.

Unless the item is faulty or not as described, you are responsible for the return shipping costs. Where permitted by law, Doelara reserves the right to reduce the refund amount if the returned goods show use, damage, missing components, or handling beyond what is reasonably necessary to inspect them as you would in a shop. GOV.UK states that customers may handle the item in the same way they would in-store, but fees may be deducted if an item has been used or damaged.

6. Non-Returnable Items

Unless required by law or expressly covered by the 90-Day Results Guarantee, the following are not eligible for return or cancellation once opened, accessed, or customised where lawful exemptions apply:

  • Personalised or custom-made items.

  • Perishable goods.

  • Sealed items not suitable for return for health or hygiene reasons once opened.

  • Digital goods, downloadable products, and access-based products once delivered or accessed.

  • Promotional gifts, free items, and gift cards.

GOV.UK states that sealed items that cannot be returned for health or hygiene reasons once opened, as well as certain personalised or perishable goods, may be exempt from normal cancellation refunds.

7. Faulty, Damaged, or Incorrect Orders

If your order arrives damaged, defective, incorrect, or materially not as described, you should contact Doelara promptly and provide your order number together with clear photographs and a description of the issue. Doelara may investigate the claim and request additional evidence before deciding whether to issue a refund, replacement, repair, or another appropriate remedy.

8. Proof of Purchase and Verification

Doelara may ask for proof that an item was purchased from Doelara, including a receipt, confirmation email, bank statement, or other reasonable evidence. GOV.UK confirms that a seller can ask a customer for proof of purchase.

To help prevent fraud and policy abuse, Doelara may also request information reasonably necessary to verify the customer’s identity, ownership of the order, and compliance with this policy. Claims that are incomplete, unverifiable, inconsistent, or abusive may be declined where permitted by law.

9. Refund Method and Timing

Approved refunds will normally be issued to the original payment method. For eligible distance-sale cancellations, refunds must be made within 14 days of receiving the returned item back, and standard delivery charges must also be refunded where the law requires it. If the customer selected a premium delivery option, only the cost of standard delivery must be refunded.

10. Abuse Prevention

Doelara reserves the right, where permitted by law, to reject claims, restrict future orders, refuse service, or investigate accounts where there is evidence of refund abuse, serial returns, commercial resale, manipulation of promotions, false statements, or other bad-faith conduct.