Refund policy
Last Updated: 14 September 2026
Thank you for shopping with DRIVER®, a brand operated by Driver Retail Ltd.
We are committed to supplying high-quality products and providing a fair returns process. This policy outlines the circumstances under which returns and refunds will be accepted.
Your Right to Cancel
If you have changed your mind about your purchase, you have the right to notify us of your intention to return an item within 14 days of receiving your order.
To exercise this right, you must contact us using the details provided below before returning any goods.
Once a cancellation request has been submitted, returned goods should be sent back promptly and in accordance with the conditions outlined in this policy.
Return Eligibility
To qualify for a refund, returned items must:
• Be returned in a clean, resaleable condition.
• Be free from damage, marks, odours, dirt, pet hair, excessive creasing, or signs of use.
• Include all original packaging, labels, instructions, inserts, accessories, and any promotional items supplied with the order.
• Be packaged appropriately to prevent damage during transit.
• Be accompanied by proof of purchase or a valid order number.
Products returned in a condition that prevents resale may be rejected or may be subject to a reduction in the refund amount where permitted by law.
Driver Retail Ltd reserves the right to assess the condition of all returned goods upon receipt.
Return Authorisation
Before returning any item, customers must contact our customer service team and obtain return instructions.
Email: customerservice@driverpouch.com
Please provide:
• Your order number
• The item(s) being returned
• The reason for the return
Returns received without prior contact may result in delays to processing and may require additional verification before a refund is considered.
Return Shipping Costs
Unless a product is confirmed as faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning goods to us.
We strongly recommend using a tracked postal service and obtaining proof of postage.
Driver Retail Ltd accepts no responsibility for returns lost or damaged whilst in transit back to us.
Inspection and Assessment
All returned products are inspected upon arrival.
Where goods have been handled beyond what is reasonably necessary to assess their nature, characteristics, and functionality, Driver Retail Ltd reserves the right to apply a deduction from the refund to reflect any reduction in value.
Examples may include:
• Visible signs of wear or use.
• Missing packaging or accessories.
• Damage caused after delivery.
• Excessive handling beyond normal inspection.
Returns that do not meet the conditions set out in this policy may be rejected and returned to the customer at the customer's expense.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method used when placing the order.
Please allow:
• Up to 10 working days for inspection and processing following receipt of the returned goods.
• Additional time for your bank, card issuer, or payment provider to complete the transaction.
Where a deduction is applied due to diminished value, this will be communicated before the refund is processed.
Delivery Charges
Where a refund is due following a valid cancellation, Driver Retail Ltd will refund the cost of the goods and any standard delivery charge where required by law.
Additional delivery services selected at checkout, including premium or next-day delivery upgrades, are non-refundable except where otherwise required by applicable legislation.
Faulty, Damaged or Incorrect Goods
Customers should inspect their order promptly upon delivery.
If you believe an item is faulty, damaged, or incorrect, please contact us as soon as possible and, where requested, provide:
• Your order number.
• A description of the issue.
• Clear photographs showing the defect, damage, or discrepancy.
• Images of the packaging if relevant.
Driver Retail Ltd may request additional information or require the product to be returned for inspection before determining the appropriate resolution.
Where a fault is confirmed, we will provide a remedy in accordance with your statutory rights. This may include a repair, replacement, price reduction, or refund, depending on the circumstances.
Non-Returnable Items
Unless faulty or not as described, we do not accept returns of:
• Personalised or customised products.
• Gift cards, vouchers, or promotional credits.
• Products altered after delivery.
• Items returned in an unsaleable condition.
• Goods damaged through misuse, neglect, improper care, or accidental damage.
Exchanges
Driver Retail Ltd does not operate a direct exchange service.
If you require a different item, colour, size, or specification, a new order should be placed separately. Any existing purchase must qualify for return under this policy before a refund will be considered.
Missing Refunds
If you have received confirmation that a refund has been issued but funds have not appeared in your account:
1. Allow sufficient time for processing by your payment provider.
2. Contact your bank or card issuer.
3. Contact our customer service team if you require further assistance.
Contact Us
For all returns and refund enquiries:
Driver Retail Ltd
Email: customerservice@driverpouch.com
Statutory Rights
Nothing in this policy affects your rights under applicable UK consumer protection legislation. Where your statutory rights provide greater protection than this policy, those statutory rights will prevail.
Driver Retail Ltd reserves the right to amend this Returns & Refunds Policy at any time. Any updates will be published on this page and take effect immediately upon publication.