Done Mate Returns, Refunds and After-Sales Policy

Last Updated: 15/06/2026

At Done Mate, we aim to ensure our customers are satisfied with their purchases. This Returns, Refunds and After-Sales Policy explains your rights and our procedures regarding returns, refunds, replacements, damaged goods and faulty products.

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.

1. Your Right to Cancel (Distance Selling Regulations)

If you are a consumer purchasing goods online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, you must notify us in writing within 14 days of receiving the goods.

Once you have notified us of your cancellation, you must return the goods to us within 14 days.

Refunds will be issued after the returned goods have been received and inspected, or after you provide satisfactory evidence that the goods have been returned.

We may reduce any refund to reflect any loss in value resulting from handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

2. Return Conditions

To be eligible for a return under this policy, products must:

• Be returned in their original packaging where reasonably possible;
• Include all accessories, manuals, components and promotional items supplied with the order;
• Not show signs of misuse, accidental damage, modification, abnormal wear, or use beyond what is necessary to inspect the goods;
• Be securely packaged to avoid damage during return transit.

We reserve the right to inspect all returned items before approving a refund, replacement or exchange.

3. Faulty, Damaged or Incorrect Items

If you receive:

• A faulty product;
• A damaged product;
• An item different from what was ordered;
• An incomplete order with missing components;

please contact us as soon as reasonably possible and no later than 30 days after delivery where practical.

To help us investigate your claim, we may request:

• Clear photographs of the product;
• Photographs of any damage;
• Photographs of the external packaging and shipping label;
• A description of the issue;
• Video evidence where appropriate;
• Any other information reasonably required to assess the claim.

Failure to provide requested evidence may delay the processing of your claim.

Where a fault, damage or fulfilment error is verified, we may, at our discretion and in accordance with applicable law:

• Repair the item;
• Replace the item;
• Provide a full or partial refund;
• Offer an alternative remedy permitted by law.

4. Inspection and Verification Process

All claims for damaged, faulty, missing or incorrect items are subject to investigation and verification.

We may require reasonable time to:

• Review evidence provided by the customer;
• Verify shipping and delivery records;
• Consult with manufacturers, suppliers, couriers or fulfilment partners;
• Arrange product inspections where necessary.

Claims will not be considered fully approved until our investigation has been completed.

Providing incomplete information may delay the assessment process.

5. Delivery Issues

If your order has not arrived, please contact us promptly.

We may investigate delivery issues with the courier before approving a refund or replacement.

A parcel will generally not be considered lost until a reasonable investigation has been completed with the shipping carrier.

Where tracking information confirms delivery to the address provided at checkout, additional evidence may be required before a refund or replacement can be considered.

Done Mate is not responsible for delays caused by:

• Customs procedures;
• Severe weather;
• Transport disruptions;
• Industrial action;
• Force majeure events;
• Incorrect information provided by the customer.

6. Incorrect Delivery Information

Customers are responsible for ensuring that all delivery details are accurate when placing an order.

Where delivery issues arise due to:

• Incorrect addresses;
• Incomplete addresses;
• Refused deliveries;
• Failure to collect parcels;
• Failure to respond to courier communications;

any refund may be reduced by costs incurred by Done Mate, including shipping, return shipping, handling and restocking expenses where permitted by law.

7. Processing Times

Once a return, cancellation or claim has been received, we aim to acknowledge it within a reasonable period.

Please allow:

• Up to 14 business days for returned items to be received, inspected and assessed;
• Up to 14 additional business days for claim investigations involving suppliers, manufacturers or couriers where necessary;
• Up to 10 business days for approved refunds to appear in your account after processing.

Complex cases may require additional time.

We will keep customers informed of any significant delays.

8. Refund Method

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Original shipping charges may only be refunded where required by applicable law.

Transaction fees charged by banks, payment processors, currency conversion providers or other third parties may not be recoverable and may not be included in any refund where permitted by law.

9. Non-Returnable Items

Unless faulty or not as described, we cannot accept returns for:

• Personalised or custom-made products;
• Perishable goods;
• Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed;
• Digital products after download or activation;
• Any items excluded by applicable law.

10. Warranty Claims

Where products are supplied with a manufacturer's warranty, warranty claims may be subject to the manufacturer's terms and procedures.

Customers may be required to provide photographs, videos, serial numbers or other supporting evidence.

Warranty remedies may include repair, replacement or other solutions determined by the manufacturer or supplier.

11. Fraud Prevention

Done Mate reserves the right to reject claims where:

• False, misleading or fraudulent information is provided;
• Evidence has been altered or fabricated;
• The product has been intentionally damaged;
• The claim otherwise appears abusive or dishonest.

We may request additional verification before approving any refund, replacement or compensation.

12. Limitation of Liability

Nothing in this policy excludes or limits liability that cannot legally be excluded under UK law.

To the maximum extent permitted by law, Done Mate shall not be liable for indirect, incidental or consequential losses arising from the use of products purchased through our website.

13. Contact Us

To request a return, cancellation, refund or after-sales support, please contact:

Done Mate
Email: hello@donemate.co.uk
Website: www.donemate.co.uk/pages/contact

Please include your order number and a description of the issue when contacting us.

14. Statutory Rights

This policy is intended to comply with UK consumer protection legislation. Your statutory rights remain unaffected and will take precedence where this policy differs from applicable law.