Cancellation policy

Last updated: 03/09/25

At Doll Parts 616, we want you to shop with confidence. This policy explains your rights to cancel or change an order, including under UK consumer law. 

1. Order Cancellations (Before Dispatch):

You may cancel your order at any time before it has been dispatched by contacting us at dollparts616uk@gmail.com.

If payment has already been taken, we will issue a full refund to your original payment method within 7 working days.

2. Right to Cancel (Consumer Contracts Regulations):

Under UK law, you have the legal right to cancel your order within 14 days of receiving your items without giving a reason. 

You must notify us in writing (email) within 14 days of receiving your order. 

You then have 14 days to return the goods to us. 

Once we receive your return in acceptable condition, we will process your refund within 14 days. 

3. Items Not Eligible for Cancellation or Return:

For hygiene, safety and bespoke reasons, the following items cannot be cancelled or returned once dispatched unless faulty:

  • Opened or used food/drink items (teas, herbal blends).
  • Incense sticks, candles, melts once used or partially burned. 
  • Earrings (due to hygiene regulations).
  • Underwear (due to hygiene regulations).
  • Custom made, made to order or personalised products.
  • Digital items/vouchers once delivered electronically.

4. Subscription or pre order items 

You can cancel a subscription any time before the next billing date. 

Preorders may be cancelled up to 7 days before the dispatch date.

Refunds for preorders will be processed in full if cancelled before dispatch. 

5. Exchanges:

We currently only offer exchanges for faulty/damaged products (subject to stock availability).

6. Damaged or Incorrect Items:

If your order arrives damaged, faulty or incorrect:

Contact us within 48 hours of delivery with your order number and photos. 

We will arrange a replacement, repair or full refund including return postage where applicable. 

7. Refund Processing:

Refunds are always issues to your original payment method. 

Shipping costs are non refundable unless the return is due to our error. 

If you purchased under a multibuy offer (e.g., 2 for £35) returning part of the order may affect the discount. Refunds will be adjusted accordingly. 

8. Contact Us:

For cancellation or refund requests, please contact:

dollparts616uk@gmail.com