Thank you for shopping at Dominga Clothing. We want you to be confident in every purchase. This policy explains returns, exchanges, and refunds for items bought through our online store (unless a specific product page states stricter conditions, e.g. final sale).
This policy works together with our Terms & Conditions and Shipping Policy.
1. How to start a return or exchange
Contact our Customer Care team as soon as possible within the time limits below:
- Email us (see Contact), or
- Message us on Instagram or Facebook (social channels listed on our website), including your order number and photos if the issue is damage or defect.
Do not return items without our confirmation, so we can advise on courier collection or drop-off instructions.
2. Returns and exchanges
- You may request a return or exchange within 14 calendar days from the date you (or your nominee) received the parcel, subject to the conditions below.
- Items must be unworn, unused, in original condition, with all tags attached and original packaging where supplied. Items that are damaged, soiled, altered, perfumed, or missing tags may be refused.
- Hygiene-sensitive categories (e.g. bodysuits, intimates, earrings if applicable) may be non-returnable for hygiene reasons unless faulty — we will confirm category rules when you contact us.
- Sale / clearance items may be marked as final sale; where marked, they cannot be returned or exchanged.
- For approved exchanges, if the replacement item is higher in price, you agree to pay the difference; if lower, we will follow the refund method described in your approval (store credit or partial refund to original payment route, as applicable and where technically supported by our payment partners).
3. Defective or incorrect items
If an item arrives damaged, defective, or not what you ordered, contact us within 3 calendar days of delivery with photos. After inspection and approval, we will offer a replacement, repair (where reasonable), or refund to the original payment method (or bank transfer where card reversal is not possible), in line with consumer law. We may arrange courier collection; reasonable return shipping for approved defect claims may be covered by us as stated in your return authorisation.
4. Refunds (general)
- Once we receive and inspect your return, we will notify you of approval or rejection.
- Approved refunds are initiated to your original payment method where possible. Processing may take several business days; your bank or card issuer may add further delay.
- Original shipping charges are generally non-refundable except where required by law or where the return is due to our error or a verified defect under Section 3.
- If you used a third-party payment or instalment provider, refunds are subject to their timelines and rules.
5. Return shipping
Unless we confirm otherwise in writing, you are responsible for return shipping costs. If the return is due to our error or an approved defect, we will provide instructions and may provide a prepaid label or reimburse reasonable costs as agreed.
6. Processing time
Refunds and exchanges are typically processed within 7–14 business days after we receive the item at our facility, subject to inspection load and payment partner processing times.
7. Non-returnable items (examples)
Unless faulty or required by law, the following may not be returnable:
- Gift cards or digital vouchers (if offered).
- Personalised or made-to-order items.
- Items marked final sale.
- Hygiene-sealed goods once opened, where applicable.
8. Contact
For any question about this policy, use our Contact page. We are here to help.
This policy is provided for general business and PayHere / banking partner disclosure. It does not constitute legal advice; have counsel review if your operations change materially.