REFUND & RETURNS POLICY

Last updated: 19/06/2026

This Refund & Returns Policy explains how returns, cancellations, refunds, exchanges and faulty item requests are handled by Dons Fortress Ltd.

This policy applies to purchases made through www.donsfortress.com.

Your statutory rights are not affected.

 

1. Company Information

This website is operated by Dons Fortress Ltd.

Company name: Dons Fortress Ltd
Company registration number: 13820646
VAT registration number: GB 402 4815 30
Registered office / business address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Contact email: shop@donsfortress.com
Website: www.donsfortress.com

References to “Dons Fortress”, “we”, “us” or “our” refer to Dons Fortress Ltd. References to “you” or “customer” refer to the person who placed an order with us.

 

2. Our Approach

We want every customer experience with Dons Fortress to be handled with care, clarity and respect.

If there is an issue with your order, please contact us as soon as possible at shop@donsfortress.com so we can review the matter and confirm the next steps.

 

3. Change-of-Mind Returns and Cancellation Rights

For eligible online purchases, customers may have a legal right to cancel an order within a limited period after receiving the goods.

To request a cancellation or change-of-mind return, please contact us within 14 days of receiving your order.

Once you have notified us that you wish to cancel or return your order, goods should usually be returned within 14 days unless we agree otherwise.

You do not need to give a reason for cancelling an eligible online order within the statutory cancellation period.

 

4. Return Condition

Returned items should be:

• unworn;

• unused;

• unwashed;

• undamaged;

• free from marks, odours, stains or signs of wear;

• returned with original tags attached where possible;

• returned with original packaging and included items where possible.

You may inspect an item as you would reasonably do in a shop. However, we may reduce a refund where goods have been handled beyond what is necessary to inspect them, or where they are returned worn, washed, damaged, altered, marked, scented, incomplete or otherwise reduced in value, where permitted by law.

 

5. How to Request a Return

To request a return, please email shop@donsfortress.com.

Please include:

• your order number;

• your full name;

• the item or items you wish to return;

• the reason for the return;

• photographs if the item is faulty, damaged or incorrect.

We will review your request and confirm the next steps.

Please do not send items back without contacting us first, as this may delay the handling of your return or refund.

 

6. Return Postage

For change-of-mind returns, customers may be responsible for return postage unless we confirm otherwise or unless applicable law requires otherwise.

We recommend using a tracked and insured return service. Dons Fortress is not responsible for returned items that are lost, delayed or damaged in transit before they reach the return destination.

If an item is faulty, damaged or incorrect, please contact us before returning it so we can review the issue and confirm the appropriate resolution.

 

7. Faulty, Damaged or Incorrect Items

If you believe your item is faulty, damaged or incorrect, please contact us as soon as possible at shop@donsfortress.com.

Please include:

• your order number;

• your full name;

• a clear description of the issue;

• photographs or video showing the fault, damage or incorrect item;

• photographs of the packaging where relevant.

Where an item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate remedy in accordance with applicable law. This may include a refund, replacement, repair, partial refund or another suitable resolution depending on the circumstances.

Normal wear and tear, accidental damage, misuse, incorrect washing, failure to follow care instructions, alteration, improper storage or damage caused after delivery may not be treated as a product fault.

 

8. Refunds

Approved refunds will usually be issued to the original payment method used at checkout, unless another method is agreed or required.

Refund processing times may vary depending on your bank, card issuer, payment provider or checkout method.

Where a full order is validly cancelled within the applicable statutory cancellation period, qualifying payments will be refunded in accordance with applicable law.

Where only part of an order is returned or cancelled, the refund may apply only to the returned or cancelled item or items, unless otherwise required by law.

Shipping charges, duties, taxes or other costs may be treated differently depending on the reason for the return, order destination, fulfilment method and applicable law.

 

9. Discretionary Resolutions

Dons Fortress may, at its discretion, choose to offer a more generous resolution than the minimum required by law.

This may include a refund, replacement, partial refund, store credit, exchange or another appropriate customer-service resolution.

Any discretionary resolution is considered on the facts of the individual case and does not create an automatic entitlement in future cases.

 

10. Exchanges

We may offer exchanges where product availability, fulfilment and stock allow.

Exchanges are not guaranteed.

If an exchange is not available, we may offer a refund, replacement, store credit or another suitable resolution depending on the circumstances and applicable law.

 

11. Non-Returnable or Restricted Items

Some items may be excluded from change-of-mind returns where permitted by law.

This may include:

• items that have been worn, washed, marked, damaged or altered;

• items missing original tags or included items where this affects resale condition;

• items affected by odour, stains, fragrance, deodorant, makeup or visible wear;

• personalised or customised items, where applicable;

• items sealed for hygiene reasons once unsealed, where applicable;

• gift cards, where applicable.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

 

12. Sale Items and Promotions

Sale items, discounted items and promotional items are subject to the same statutory rights as full-price items where those rights apply.

If a sale or promotional item is faulty, damaged, incorrect or not as described, please contact us at shop@donsfortress.com.

For change-of-mind returns, any refund will usually be based on the amount actually paid at checkout, not the original full retail price.

 

13. International Returns

International customers should contact us at shop@donsfortress.com before returning any item.

International returns may be subject to customs declarations, duties, taxes, courier charges or local handling fees.

Customers may be responsible for return postage, duties, taxes or other costs connected with a change-of-mind return unless we confirm otherwise or applicable law requires otherwise.

Dons Fortress is not responsible for customs delays or charges caused by incorrect return declarations or local import/export rules.

 

14. Suspected Abuse or Fraud

We reserve the right to refuse, restrict or investigate refund, return or exchange requests where we reasonably suspect fraud, repeated abuse, misuse of our policies, false claims, chargeback abuse or suspicious activity.

This does not affect genuine statutory rights.

 

15. Order Issues After Delivery

If your order is marked as delivered but you have not received it, or if your parcel appears lost, delayed, damaged or tampered with, please contact us at shop@donsfortress.com as soon as possible.

Please include your order number and any relevant delivery information so we can review the matter.

 

16. Contact

For refund, return, cancellation or exchange requests, please contact:

Dons Fortress Ltd
Email: shop@donsfortress.com
Address: 5th Floor, 167-169 Great Portland Street, London, United Kingdom, W1W 5PF
Website: www.donsfortress.com

Please include your order number where relevant so we can assist you more efficiently.