Return & Refund Policy

Order Confirmation & Policy Acceptance

By placing an order with Donna’s Collective, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and accepted our return conditions and timeframes.

  • You agree to follow the return procedure described below.

  • In the event of a payment dispute or chargeback, this policy and all related order and communication records may be used as supporting documentation.

Returns

If you are not fully satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all return conditions are met.

Return Conditions

To qualify for a return:

  • Items must be unused, unworn, and unwashed.

  • Items must be returned in their original condition and packaging.

  • Only standard inspection and handling may have occurred.

  • Return shipping and handling costs are the responsibility of the customer.

  • Returns are reviewed and processed within 7 business days after receipt.

We reserve the right to decline returns if items show signs of wear, misuse, damage, or handling beyond normal inspection.

How to Start a Return

To request a return, please follow these steps:

  1. Email info@donnas-collective.com within 30 days of delivery.

  2. Include the following information:

    • Order number

    • Reason for return

    • Photos of the item (required if damaged or defective)

    • Your full name and shipping address

  3. Wait for return approval and instructions before shipping your item.

Items sent back without prior authorization may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

Defective or Damaged Items

If your order arrives damaged or defective, please contact us within 2 days of delivery at info@donnas-collective.com and include:

  • Your order number

  • A short description of the issue

  • Clear photos or a short video showing the defect

Once the issue is reviewed and confirmed:

  • A replacement may be offered, subject to availability.

  • In some cases, a return of the defective item may not be required.

Replacement items are typically shipped within 7–14 business days.

Lost or Unclaimed Orders

If your package is lost during transit:

  • Contact us with your order number and tracking information.

  • We will assist with the courier investigation and arrange a replacement or refund if the loss is confirmed.

If a package is refused, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, a $35 CAD deduction will be applied to your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

You may withdraw from your purchase within 30 days of receipt, in line with applicable consumer protection regulations.

Please note:

  • Orders cannot be cancelled once they have been shipped.

  • If your order has already been dispatched, you may return it after delivery by following the return process above.

To request a cancellation before shipment, email info@donnas-collective.com with a clear withdrawal request.
Return shipping costs remain the responsibility of the buyer.

Chargebacks & Disputes

If you experience any issue with your order, we encourage you to contact us first so we can resolve it directly.

In the case of a chargeback or payment dispute, we may submit supporting documentation to the payment provider, including:

  • Order confirmation

  • Shipping and tracking details

  • Email correspondence and submitted photos

Filing a chargeback without prior contact may delay resolution and may impact future purchasing eligibility.

Important Information

  • All returns are sent to our central warehouse in Asia at the customer’s expense.

  • We are not responsible for shipping delays, customs processing, or clearance issues.

  • Items that are hygiene-sensitive and returned in used or unsanitary condition will not be accepted.

  • Returns are not free; shipping and handling fees apply.

Contact

For questions about this Return & Refund Policy or assistance with a return, please contact:

Donna’s Collective
Email: info@donnas-collective.com