Return & Refunds Policy
Last updated: August 2026
At Double D Grace (DDG), we want you to be happy with your purchase. If you change your mind about an item purchased online, you may be entitled to cancel your order and return the item in accordance with this policy and applicable UK consumer law.
Change of Mind Returns
For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.
Once you have notified us that you wish to cancel, the goods should be returned within 14 days of notifying us.
We kindly ask customers to contact us and arrange their return within 2–3 days of receiving their order wherever possible so that we can process the request efficiently.
Returned items should be:
- Unused and in their original condition
- In their original packaging where reasonably possible
- Complete with all tags, accessories and accompanying items
Customers are responsible for taking reasonable care of the goods while they are in their possession.
Return Postage
For change-of-mind returns, the customer is responsible for the cost of return postage.
Please use a tracked delivery service and retain your proof of postage until your return has been processed.
Return Address
Please send approved returns to:
Double D Grace (DDG)
Unit 3, The Willow Centre
Kingsdale Business Centre
Chelmsford
Essex
CM1 1PE
United Kingdom
Please do not send a return to this address before contacting us and receiving return instructions.
Refunds
Once we receive and inspect your returned item, we will process your refund.
Refunds will be issued using the original payment method.
Where a customer exercises their statutory right to cancel, the refund will include the cost of the standard delivery option originally paid, where applicable. If a more expensive delivery option was selected, only the standard delivery cost is required to be refunded.
We will process eligible refunds within the timeframe required by applicable UK consumer law.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where appropriate
We will review the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Customers should not be required to pay return postage for items that are faulty, damaged or incorrectly supplied.
Items That Cannot Be Returned
Certain products may be excluded from the standard change-of-mind cancellation right where permitted by law. This may include personalized or customized items and certain sealed products that cannot be returned for health or hygiene reasons once opened.
Any applicable exclusions will be clearly communicated before purchase.
How to Request a Return
To request a return, please contact us at:
Please include your order number and the item(s) you wish to return.
We'll provide you with the relevant return instructions.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects or limits your statutory rights as a consumer.