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Return Policy - 14-Day Money Back Guarantee | DoGood

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Return Policy

14-Day Money Back Guarantee

We hope you will be completely happy with your purchase. However, we understand that sometimes things just don’t work out. To give you piece of mind, we are delighted to offer a 14-day money back guarantee on almost all items purchased through DoGood. We’re taking the risk out of second hand items!

The criteria to be eligible for our 14-Day Money Back Guarantee are:

  1. Refund requests must be made within 14 days following the purchase date (this is the time and date that an order was placed on our site). Outside of this timeframe, we are unable to offer refunds and you should make contact with your seller to arrange a refund. Prior to contacting us, you must contact your seller to inform them of your refund request and to attempt to remedy the issue. After this, you can initiate the refund process through our refund request form (linked below).
  2. It is your responsibility to ensure that the return item arrives with your seller. We recommend you use registered post when returning an item as you may need to provide evidence that a return item arrived with a seller, in case of dispute. If you choose not to use registered post and a dispute arises, we deal with these cases on an individual basis and we may not be able to provide a refund. This decision is at the discretion of our team.
  3. We are not responsible for items lost during the returns process.
  4. It is your responsibility to read your sellers individual refund policy prior to purchase.
  5. Items must be returned in the condition in which they were received. You should be careful when trying on clothes or using items. Items cannot be accepted if they are stained with make-up, deodorant, fake tan etc. Similarly, refunds cannot be processed on new items which have had their tags removed.
  6. For hygiene reasons, refunds cannot be given for personal items such as underwear, bodysuits, hair accessories, hats or jewellery items. Please contact your seller for more information relating to returns for these items.
  7. Returns received by the seller that do not qualify for the 14-day money back guarantee will be re-sent to the customer at the customers expense. As such, we strongly recommend you read and understand this policy fully prior to purchase.
  8. Being away at the time of the delivery is not a valid reason for a late return. The 14-day period will begin on the date your item was ordered. Other events that delay the return of the item cannot be used as an excuse for a late return. It is at the sellers discretion if they wish to accept returns made outside of the 14-day money back guarantee period upheld by DoGood. Many sellers may offer extended return periods/product warranties and you should discuss these with your seller prior to purchase.
  9. Please note that our sellers are responsible for taking and uploading the product images to the site. While these images should accurately represent their product, it is possible that screen resolution and the quality of camera may impact the appearance of some items. When buying fabrics or items where their colour is important, you should make contact with the seller to get more information.
  10. You must include a copy of your order number in your return parcel.
  11. You should indicate to the seller if you would prefer a product exchange/store credit.
  12. Your refund is usually processed quickly and should appear in your bank account in 3-5 working days. However, this process depends on your card provider and may take up to 30 days.
  13. Refunds for returned items will exclude shipping costs.
  14. Following a purchase, it is the responsibility of the buyer to make contact with the seller(s) of their item(s) to arrange delivery/local meet-up through our ‘live chat’ or ‘get support’ functions. If you do not make contact with your seller, you may not be entitled to a refund.
  15. As we are not the seller of any sale items on our website, when purchasing an item through DoGood you are entering a contract with your seller, not us. As such, the ultimate responsibility and liability for any refund lies solely with your seller. Our refund guarantee is designed to add an additional layer of protection and security for our users. However, we cannot be held responsibly or liable for any aspect (including costs) associated with the refund process. If we are unable to settle a dispute, it is at our discretion to step away. At such a point, it is up to the parties involved to take matters further with local authorities (e.g. small claims court) if they wish.
  16. If you have any query relating to a return/refund please contact us here. 

To request a refund click here.

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