Refund policy

This Refund Policy describes the conditions, amounts and timeframes under which DOSTI LIMITED processes refunds of amounts paid by the Customer, in compliance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It complements our Return Policy.

A refund may be triggered in the following situations:

• Exercise of the right to cancel within the statutory 14-day period (see Return Policy);
• Non-conforming item compared to the description (material, dimensions, colour, features), under the Consumer Rights Act 2015;
• Defective or damaged item at delivery (apparent defect) or revealed on use (latent defect);
• Order cancellation by the seller due to unavailability or stock error after order placement;
• Non-delivery beyond the agreed period (30 days by default), after the seller has been given a reasonable additional time to deliver;
• Manifest pricing error on the part of the seller, in the context of an amicable cancellation.

The refund covers in principle all amounts paid for the items concerned, including the original standard delivery cost. If the Customer chose a more expensive delivery option than the standard one offered by default, the surcharge is not refunded.

In case of a partial return (only some items of the order), only the returned items are refunded; delivery charges are not refunded if part of the order was retained. Where a free-delivery threshold had been reached thanks to an item that is being returned, the threshold may be recalculated and a corresponding amount may be deducted from the refund, capped at what would have been charged at standard delivery rates.

Where diminished value of the returned item is established (used beyond what is strictly necessary to assess it), a proportionate deduction may be made from the refund, with a clear written justification.

We process the refund within a maximum of 14 calendar days from the earlier of:

• the actual receipt of the returned item(s);
• the Customer providing evidence of dispatch (carrier receipt).

The time taken for the funds to appear on the Customer's account or payment method then depends on the banking circuit (generally 1 to 5 additional working days, depending on the original payment method).

Refunds are made using the same payment method as the original transaction, unless the Customer expressly agrees to a different method. No fee will be charged to the Customer in connection with the refund.

• Card payment: direct refund to the card used for the purchase;
• Apple Pay / Google Pay: refund to the wallet's source payment method;
• Bank transfer or other: refund by transfer to the source account, after providing the bank details if needed.

• Promotional codes used: if the return brings the order below the threshold that triggered a promotional code, the discount may be recalculated. Non-refundable promotional codes are reissued as an equivalent store credit on the customer's account if the order is entirely cancelled.
• Gift cards and store credit: refunds for items partly or fully paid with a gift card / store credit are issued as priority in the form of equivalent store credit, valid for at least 12 months.
• Sale or limited-edition items: the right to cancel applies without distinction. Refund is made at the price paid.
• Sets and bundles: in case of partial return of a set, the refund may be reduced on a pro-rata basis, and the remaining composition may lose the benefit of the bundle pricing.

If the item received is damaged or non-conforming, please contact us within 7 days of delivery, attaching photographs. Depending on your choice and product availability, we will arrange a full refund or a replacement at no cost to you. No deduction applies in this case.

If we cancel an order (out of stock, manifest pricing error, fraud suspicion later cleared), we will inform the Customer by email as soon as possible and provide a full refund, including delivery costs, within a maximum of 14 days.

Each processed refund is notified by email indicating the refunded amount, the payment method and the transaction reference. If a refund has not appeared within 21 days of return receipt, please contact customer service to open an investigation with the payment provider.

In case of a persistent dispute about a refund, the consumer Customer may refer the matter to a certified ADR provider, or use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

DOSTI LIMITED — Excel House, 3 Duke Street, Bedford, England, MK40 3HR — Email: customercare@fitdestosi.com — Phone: +44718983308.