Terms and conditions

At DOCS WORLD should you wish to return your items for any reason we offer a 14 day no quibble return policy for items that are returned new and undamaged. Postage costs are however covered by the buyer.

This guarantee does not apply to mystery Products as these are allocated on a random basis and due to the nature of the product.

​If the order is returned in a different or damaged condition, we reserve the right to decline or pro rata your refund based on the condition it comes back in. This often only applies to damage caused by poor packaging for a return to us, or if an item has been opened or tampered with. Photo evidence will be used to fight any disputes over this.

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If there is a fault/damage with your item, please contact us via email within 30 days or via the contact us form detailing the issue. If it arrives damaged due to the courier, please provide photos of how it arrived within 7 days.

If you would like a replacement, stock dependant, we can arrange this instead if preferred. Just let us know via email or contact form. Any refunds can take up to 5 working days to be processed once item is confirmed returned to us.

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Some items are fulfilled by Amazon on our behalf, using our warehouse stock, Estimated delivery dates may vary as this is heavily automated by Amazon logistics. These items will be clearly identified on product listings and cannot be cancelled once ordered as we are unable to stop the automation within the Amazon system.

Any Orders shipped inhouse can be cancelled until point of dispatch. If you would like to cancel your order after placing it, please contact us either via chat or email detailing your order number.

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Quality Guarantee

All products we sell are guaranteed to be genuine and authentic. We have contracts with Multiple distributors and have spent time building relationships within the sector. All products will be in mint condition unless otherwise stated. You will be notified before dispatch should any blemishes or imperfections have been identified.

 

At DOCS WORLD we understand the importance of imperfections/damages so all items are shipped in the best possible packaging, but unfortunately shipping can cause minor cosmetic blemishes that we can't control (minor marks to boxes or cellophane seals). As per our policy if you are unhappy with the condition you can return the item within the 14 day period subject to postage.

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Orders returned due to incomplete address

The customer is responsible for providing a complete and accurate address. If the carrier is unable to deliver the goods due to an error on the customer's part, we may charge an additional postage fee to resend the items once they are returned to us. Alternatively, the customer may choose to return the order under our returns policy if they no longer wish to receive the items.

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Lost/Damaged/Delayed Parcels

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If a parcel is lost, damaged, or delayed please contact us and let us know. We will do our best to help!

 

If it is lost, we will investigate with the chosen courier and check tracking details. If a parcel is marked as delivered, but a claim is raised that you have not received, we will contact the courier and undertake a thorough investigation and dispute any fraudulent claims legally. We may ask you to obtain a crime reference number, and for you to sign a document confirming non receipt before raising any refunds. If we have repeat claims, users and addresses will be blacklisted.

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If a parcel is damaged, please email us photos of the shipping box it came in (ideally still sealed to show it hasn't been opened or tampered with) and the inner contents and we will work with you to reach a happy resolution. We can look to offer a return and full return, or we might be able to offer a part refund and for you to keep the item. This is dealt with on a case by case basis.

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If a parcel is delayed, let us know and we will monitor the tracking for a few days. Unfortunately we won't be able to offer any kind of compensation for late deliveries (unless we have shipped after our promised 1 working day turnaround times). Most courier companies won't investigate a lost parcel until 2 weeks have passed the original expected delivery date. Once that has passed, we will contact the courier and see if we can locate the missing parcel. If not, we will issue a full refund to you.