Refund and Returns Policy

At Designer Dress Agency, we strive to provide high-quality products and excellent customer service. We understand that sometimes you may need to return a product or request a refund. This Refund and Returns Policy outlines your rights and responsibilities under UK law.

  1. Right to Cancel: As a customer, you have the right to cancel your order within 14 days of receiving the products without providing any reason. This right applies to most purchases made online, by phone, or by mail order. However, there are exceptions, such as personalised or perishable items, sealed audio or video recordings, and products that have been opened or used.

  2. Notification of Cancellation: To exercise your right to cancel, you must notify us of your decision to cancel the order before the cancellation period expires. You can contact our customer support team via email, phone, or in writing. Please provide your order details, including the order number, product description, and contact information.

  3. Return of Products: After letting us know of your cancellation, you will need to return the products to us within 14 days from the date of cancellation. You are responsible for the cost of returning the products unless they are faulty, damaged, or not as described. We recommend using a tracked and insured delivery service to ensure the safe return of the items.

  4. Condition of Returned Products: When returning products, they must be in their original condition, unused, and in their original packaging. We reserve the right to refuse a refund or deduct a reasonable amount from the refund if the products have been used, or damaged or their value has diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning.

  5. Refund Process: Upon receiving the returned products, we will inspect them to ensure they meet the above conditions. If everything is in order, we will process your refund within 14 days of receiving the returned items. The refund will be made using the same payment method used for the original purchase unless otherwise agreed upon.

  6. Exceptions to Refund: We may refuse to issue a refund or provide a partial refund in the following circumstances:

    • The products have been damaged due to improper use or negligence.
    • The products have been personalised or made to order.
    • The products have been indicated as non-refundable at the time of purchase.
  7. Faulty or Damaged Products: If the products are faulty, damaged, or not as described, you have the right to a refund, repair, or replacement. Please let us know as soon as possible, providing details and supporting evidence, such as photographs, to help us assess the issue. We will arrange for the return of the faulty or damaged products and cover the return costs.
  8. Customer Support: If you have any questions or need assistance regarding refunds and returns, please contact our customer support team. We are here to help and guide you through the process.

Note: This Refund and Returns Policy is provided by UK law and is intended to outline your fundamental rights. It does not affect your statutory rights as a consumer.

The Original Designer Dress Agency Limited

Sally Hilton


Telephone: 07720 231580