Effective date: 2026
Website: DonCapi.com
Brand: DonCapi™
Email: Ciao@DonCapi.com
This Faulty Goods & Warranty Policy explains what happens if a product bought from DonCapi.com is faulty, damaged, not as described, not of satisfactory quality, or does not meet the standard required by UK consumer law.
This policy should be read together with our Terms and Conditions, Returns & Refunds Policy, Cancellation Policy, Delivery Policy, Product Safety & Recall Policy, Our Quality, and Clothing Care Guide.
Nothing in this policy removes or reduces your statutory rights.
1. Who We Are
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
In this policy, “DonCapi™”, “we”, “us” and “our” refer to DonCapi™. “You” and “your” refer to customers, recipients and users of DonCapi.com.
2. Your Statutory Rights
UK consumer law gives customers rights when goods are faulty, not as described, not fit for purpose or not of satisfactory quality.
Goods should normally be:
- as described;
- of satisfactory quality;
- fit for normal use;
- fit for any specific purpose made known before purchase;
- reasonably durable;
- safe for normal use;
- free from defects that should not reasonably be expected.
Nothing in this policy affects your statutory rights.
3. What Counts as a Fault?
A fault may include a problem that was present when the product was supplied, even if it becomes obvious later.
Examples may include:
- broken stitching before normal use;
- holes or tears not caused by wear or misuse;
- faulty zip or fastening;
- damaged print on arrival;
- incorrect embroidery;
- loose or unsafe trims;
- wrong product sent;
- wrong size or colour sent;
- product materially different from description;
- fabric defect;
- product damaged before delivery;
- missing essential parts;
- unsafe product issue.
Whether something is a fault depends on the product, description, price, age, usage, care and circumstances.
4. What Is Not Usually a Fault?
Some issues are not usually treated as faults.
Examples may include:
- normal wear and tear;
- accidental damage;
- misuse;
- damage caused by incorrect washing;
- damage caused by tumble drying where not allowed;
- ironing directly over prints;
- bleach damage;
- stains or odours after use;
- pet hair, smoke or makeup marks after use;
- shrinkage caused by ignoring care instructions;
- colour fading caused by incorrect care;
- damage after alteration;
- pulling loose threads instead of trimming carefully;
- small measurement tolerance within normal garment production;
- customer choosing the wrong size;
- customer changing their mind outside applicable return rights.
This does not affect your rights if the item was faulty when supplied.
5. Faulty Goods Within 30 Days
If goods are faulty, not as described, or not of satisfactory quality, you may have a short-term right to reject them within 30 days and receive a refund.
If you prefer, you may ask for a repair or replacement where available.
Contact us as soon as possible at:
Please include your order number and evidence of the fault.
6. Faulty Goods After 30 Days and Within 6 Months
If a fault appears after 30 days but within 6 months, you may be entitled to a repair or replacement in the first instance.
If a repair or replacement is not possible, fails, cannot be provided within a reasonable time, or causes significant inconvenience, you may be entitled to a refund or price reduction depending on the circumstances.
GOV.UK guidance says retailers must repair or replace an item returned within 6 months unless they can prove it was not faulty when bought.
7. Faulty Goods After 6 Months
If a fault is reported after 6 months, you may still have rights, but you may need to show that the fault was present when the item was supplied.
Evidence may include:
- photos;
- product history;
- order details;
- expert opinion, where appropriate;
- pattern of similar faults;
- correspondence with DonCapi™;
- proof the product was cared for properly.
GOV.UK states that customers can have up to 6 years to make a claim for an item bought in England and Wales, or 5 years in Scotland, although this does not mean every product is expected to last that long.
8. Product Lifespan and Reasonable Durability
Clothing does not last forever.
Reasonable durability depends on:
- product type;
- fabric;
- price;
- usage;
- care;
- frequency of washing;
- whether care instructions were followed;
- whether the item was used normally;
- whether the issue is ordinary wear and tear.
A premium garment should be properly made, but it can still naturally wear over time.
9. DonCapi™ Warranty Position
Unless a product page clearly says otherwise, DonCapi™ does not offer a separate commercial warranty beyond your statutory rights.
Your legal rights still apply whether or not a separate warranty is offered.
If DonCapi™ later offers a product-specific warranty, that warranty will be explained on the product page or in the warranty terms.
A warranty does not replace your statutory rights.
10. Manufacturer or Supplier Warranty
Some products may come with a manufacturer, supplier or fulfilment partner warranty.
If a third-party warranty applies, the product page or product documents may explain this.
Even where a supplier or manufacturer warranty exists, your statutory rights against DonCapi™ as the seller may still apply where DonCapi™ sold the item to you.
11. Reporting a Fault
To report a faulty item, email:
Use the subject line:
Faulty Item – Order #[your order number]
Please include:
- your full name;
- order number;
- email address used at checkout;
- product name;
- size and colour;
- date received;
- description of the fault;
- when you first noticed the fault;
- whether the item has been worn;
- whether the item has been washed;
- photos or video of the issue;
- photo of the care label, if relevant;
- whether you want a refund, repair, replacement or exchange where available.
12. Evidence We May Ask For
To assess a fault, we may ask for:
- photos;
- video;
- order confirmation;
- proof of purchase;
- care label photo;
- product batch or label information;
- packaging photos;
- return of the product for inspection.
Please do not throw away the product before contacting us if you believe it is faulty.
13. Returning Faulty Goods
We may ask you to return the item so we can inspect it.
Please do not send items back without return instructions.
The correct return address may depend on whether the item came from:
- DonCapi™;
- a warehouse;
- a supplier;
- a fulfilment partner;
- a print-on-demand provider;
- another nominated return location.
If the item is confirmed faulty, return postage will be handled in accordance with your statutory rights.
14. Fault Inspection
When we inspect a product, we may consider:
- product condition;
- type of fault;
- age of product;
- amount of use;
- care instructions;
- washing history;
- signs of wear and tear;
- signs of misuse;
- photos or video;
- supplier information;
- similar reports;
- whether the fault was likely present when supplied.
We will assess faults fairly.
15. Possible Remedies
Depending on the situation, possible remedies may include:
- refund;
- replacement;
- repair, where suitable;
- exchange;
- price reduction;
- store credit, if you agree;
- product safety action;
- other suitable resolution.
The remedy may depend on when the fault is reported, the type of fault, product availability, and UK consumer law.
16. Refund Method
Refunds are usually made to the original payment method.
If you paid by gift card, store credit or buy-now-pay-later provider, refunds may be processed according to the relevant payment method.
Please read our Payment Methods and Gift Cards pages where applicable.
17. Replacement Availability
A replacement may not always be available.
Replacement availability may depend on:
- stock;
- size;
- colour;
- product type;
- supplier availability;
- limited drop status;
- whether the product is discontinued;
- whether the item was made-to-order;
- whether the item can be produced again.
If a replacement is unavailable, we may offer another remedy where appropriate.
18. Repairs
Repairs may be suitable for some products but not others.
For clothing, a repair may be considered where:
- it is practical;
- it can be done within a reasonable time;
- it does not cause significant inconvenience;
- it restores the item appropriately;
- it is proportionate to the issue.
Some products may be replaced or refunded instead of repaired if repair is not practical.
19. Print and Embroidery Issues
For printed or embroidered products, possible faults may include:
- print peeling on arrival;
- major print misalignment;
- wrong design;
- wrong colour;
- incorrect embroidery;
- missing embroidery;
- severe production defect;
- damage before delivery.
Minor variations in print placement, embroidery placement, colour tone or texture may be normal unless the product is materially different from the description.
20. Size and Fit Issues
Choosing the wrong size is not usually a product fault.
However, a sizing issue may be treated differently if:
- the wrong size was sent;
- the product label does not match the order;
- the product measurements are materially different from the product page;
- the product is not as described;
- there is a manufacturing defect.
Please read our Size Guide before ordering.
21. Colour Differences
Slight colour differences may happen because of screen settings, photography, lighting, fabric texture or production batches.
A colour issue may be considered a fault if the item is materially different from the product description or the wrong colour was sent.
22. Damage in Delivery
If your item arrives damaged, contact us as soon as possible.
Please include:
- order number;
- photos of the damaged parcel;
- photos of the item;
- photos of packaging;
- courier label photo if available.
Keep the packaging until the issue is resolved.
Please also read our Delivery Policy and Product Safety & Recall Policy.
23. Product Safety Concerns
If you believe a product may be unsafe, stop using it and contact us immediately.
Email:
Use the subject line:
Product Safety Concern – Order #[your order number]
Please read our Product Safety & Recall Policy.
24. Care Damage
Damage caused by incorrect care may not be treated as a fault.
Examples may include:
- washing too hot;
- tumble drying on high heat;
- using bleach;
- ironing directly over prints;
- washing with rough items;
- failure to follow care label;
- shrinking caused by incorrect care;
- fading caused by incorrect care;
- damage caused by strong chemicals.
Please read our Clothing Care Guide.
25. Wear and Tear
Normal wear and tear is not usually a fault.
Wear and tear may include:
- natural fading over time;
- fabric thinning after regular use;
- minor bobbling;
- stretching from use;
- worn cuffs or hems;
- loss of softness after repeated washing;
- general ageing of garment.
This depends on product type, use and care.
26. Misuse or Alteration
We may refuse a faulty goods claim if the issue was caused by:
- misuse;
- accidental damage;
- alteration;
- repair by someone else;
- cutting or modifying the product;
- using the product for something it was not intended for;
- ignoring warnings or care instructions.
This does not affect your rights if the goods were faulty when supplied.
27. Faulty Gift Items
If you received a DonCapi™ item as a gift and believe it is faulty, contact us.
We may need:
- order number;
- purchaser email, if available;
- product details;
- photos or video;
- proof of purchase.
Refunds are usually made to the original payment method unless another lawful and practical arrangement is agreed.
28. Supplier-Direct and Made-to-Order Faults
Some products may be supplied through print-on-demand, made-to-order, dropshipping or fulfilment partners.
If a supplier-direct or made-to-order product is faulty, contact DonCapi™ first.
We may need to involve the supplier or fulfilment partner to inspect, replace or resolve the issue.
Where DonCapi™ is the seller, supplier involvement does not remove your consumer rights against DonCapi™.
29. Faults and Reviews
If you leave a review about a faulty item, please keep it honest and relevant.
For the fastest resolution, contact us directly first:
Please read our Customer Reviews & User Content Policy.
30. Fraudulent or False Claims
DonCapi™ may reject claims that appear fraudulent, false or abusive.
Examples may include:
- claiming an item is faulty after damaging it;
- sending photos of a different product;
- returning a different item;
- false delivery damage claims;
- repeated suspicious claims;
- tampering with evidence;
- misusing chargebacks.
We may restrict accounts or refuse future orders where fraud or abuse is suspected.
31. How Long Assessment Takes
Some issues can be resolved quickly.
Others may take longer where we need:
- more photos;
- return inspection;
- supplier input;
- courier investigation;
- product safety review;
- payment provider checks;
- legal or technical review.
We aim to handle issues fairly and as soon as reasonably possible.
32. Complaints
If you are unhappy with how a faulty goods issue has been handled, you can make a complaint.
Email:
Please read our Complaints Policy.
33. Related Pages
You may also wish to read:
- Returns & Refunds Policy;
- Cancellation Policy;
- Delivery Policy;
- Product Safety & Recall Policy;
- Our Quality;
- Clothing Care Guide;
- Size Guide;
- Payment Methods;
- Complaints Policy;
- Terms and Conditions.
34. Contact DonCapi™
For faulty goods or warranty questions, contact:
DonCapi™
41 Norman Avenue
London
N22 5ES
United Kingdom
Email: Ciao@DonCapi.com
Website: DonCapi.com
Use the subject line:
Faulty Item – Order #[your order number]
35. Brand Notice
DonCapi™ is a premium clothing and lifestyle brand. Any Italian-inspired, cinematic, luxury, old-world or characterful brand theme used on DonCapi.com is for lawful fashion branding and creative style only.
DonCapi™ does not promote unlawful activity, violence, intimidation, organised crime, harassment, exploitation or illegal conduct.
36. Copyright Notice
© 2026 – DonCapi™ – All rights reserved.