Refund policy
Last updated: 2026-08-11
At DSPRADO, we want you to shop with confidence. This policy explains how returns, refunds, exchanges, and order cancellations are handled.
1) Return Window
You may request a return within 30 days from the date your order is delivered.
2) Return Eligibility
To be eligible for a return, the item must be:
- Unused and unworn
- In original condition
- In original packaging
- Returned with tags, accessories, and included documents (if applicable)
3) Non-Returnable Items
The following items are not eligible for return:
- Final sale items
- Gift cards
- Free promotional items
- Any item explicitly marked as non-returnable for hygiene or safety reasons
- Damaged goods (see Damaged Goods)
4) Cancellation Period
You may request an order cancellation as follows:
- Before shipment: Email support@dsprado.com with your order number as soon as possible. If your order has not yet shipped, we will cancel it and issue a full refund to your original payment method.
- After shipment: Once an order has shipped, it can no longer be cancelled. You may still request a return within the 30-day return window after delivery, subject to the conditions in this policy.
- Response time: We aim to respond to cancellation requests within 1 business day (Weekdays 10:00–17:00 (GMT)).
5) Refund Method
Approved refunds are issued as follows:
- Method: Refunds are made to the original payment method used at checkout.
- Currency: Refunds are processed in GBP (British Pound Sterling), the currency used for your order.
- Store credit / cash: We do not issue refunds to a different payment method, store credit, or cash unless required by law or explicitly agreed in writing by customer support.
- Partial refunds: Partial refunds may apply where an item is returned in a condition that reduces its value, or where agreed by customer support for a specific approved case.
6) Damaged Goods
Damaged goods are not eligible for a refund.
This includes items that are damaged, broken, stained, altered, or otherwise not in sellable condition — whether damage occurred after delivery, during customer use/handling, or on return. Damaged items will be refused for return and no refund will be issued.
If you believe an item was sent incorrectly (wrong item, size, or colour), contact support@dsprado.com within 30 days of delivery with your order number and clear photos. Incorrect items may be reviewed separately and are not covered by this damaged-goods rule unless the item is also damaged.
7) Return Shipping Costs
Return shipping costs depend on the reason for the return:
- Change of mind, fit preference, or customer ordering error: return shipping is paid by the customer.
- Incorrect item sent by us (and approved for return): return shipping may be paid by DSPRADO after approval.
- Damaged goods: not eligible for return or refund (see section 6).
- We do not provide prepaid return labels for change-of-mind returns.
- Original outbound shipping charges are non-refundable unless required by law or the return is due to our error.
- No restocking fee is charged on approved returns.
Return address (use only after approval):
Returns, 12 Scarsdale Villas, Kensington, London, W8 6PR, United Kingdom
8) How to Start a Return
- Email support@dsprado.com with your order number and return reason
- Wait for return approval and return instructions
- Pack the item securely and send it to the return address provided in the approval email
Returns sent without prior approval may be refused.
9) Refund Timeline
After your return is received and inspected:
- Refund processing time: up to 7 business days
- Bank/payment-provider posting time: up to an additional 7 business days
10) Exchanges
Exchanges are available subject to stock and are generally limited to one exchange request per order. Contact support to arrange an exchange.
11) Scope
This policy applies to purchases delivered within the United Kingdom.
12) Contact
Email: support@dsprado.com
Support hours: Weekdays 10:00–17:00 (GMT)