Refund policy

Last updated: 31 October 2026

We want you to be happy with everything you buy from DONA Sport. This policy explains how to cancel an order, return an item and get a refund. It does not affect your statutory rights under UK consumer law.

Changed your mind? 14 days to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you (or someone you name) receive the goods. If your order arrives in more than one parcel, the 14 days start when the last parcel arrives.

To cancel, email us at donaltd@hotmail.com with your order number and the items you want to return. You don't have to give a reason. Once you've told us, you then have a further 14 days to send the items back.

Please contact us before sending anything. Some of our products ship directly from our suppliers, so we'll email you the correct return address for your items.

Condition of returned items

You can handle items as you would in a shop to check them, for example trying a shirt on for size. Please don't wear them for football or remove labels.
If an item has been handled more than is needed to check it, we may reduce your refund to reflect the loss in value.
Please pack items carefully. We recommend a tracked service and keeping proof of postage.

Items we can't accept back for a change of mind

These exceptions do not apply if the item is faulty or not as described (see below).

Personalised and printed items, such as shirts or teamwear printed with names, numbers, initials or club badges to your order, because they are made to your specification.
Hygiene items such as socks, gum shields, mouthguards and some first aid or medical products, if the seal or packaging has been opened after delivery. Unworn items in their original sealed packaging can be returned as normal.
Nutrition products that have been opened, or that are perishable.

Sale and discounted items

Items bought in a sale or with a discount code have the same 14-day cancellation right and the same statutory rights as full-price items. We'll refund the price you actually paid.

Faulty, damaged or wrong items

Your rights under the Consumer Rights Act 2015 apply to everything you buy from us. Goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, you can reject a faulty item and get a full refund.
After 30 days and up to 6 months, we'll repair or replace the item first. If that isn't possible, or the repair or replacement also fails, you can have a refund.
After 6 months, you may still have rights, but you may need to show the fault was there at delivery.

If something arrives damaged, faulty or isn't what you ordered, email donaltd@hotmail.com with your order number and a photo if possible. We'll cover the cost of returning faulty or incorrect items.

Refunds

We'll refund you within 14 days of receiving the items back, or within 14 days of you giving us proof that you've sent them, whichever is sooner. If we collect the goods, or nothing needs to be returned, we'll refund within 14 days of you telling us you want to cancel.
If you cancel your whole order, we'll also refund the standard delivery charge you paid. If you chose a more expensive delivery option such as Express, we'll refund the cost of standard delivery only.
If you return items because you changed your mind, you pay the cost of sending them back to us.
Refunds go back to your original payment method. Your bank may take a few extra days to show it.