Refund Policy -Dooneuy

1. Introduction

At Dooneuy, we strive to ensure you are fully satisfied with your purchase of our products, including handbags, wallets, business cases, travel accessories, apparel, shoes, watches, and more. If for any reason you are not happy with your order, we offer a straightforward refund policy to address your concerns. This Refund Policy outlines the terms, conditions, and procedures for requesting a refund, helping you understand your rights and our responsibilities when it comes to returns and refunds.

Please note that this Refund Policy applies only to purchases made directly through our official website (www.dooneuy.com). For orders placed through third-party platforms or retail partners, please refer to their respective refund policies. We may update this policy from time to time, and any changes will be posted on this page with a revised “Last Updated” date. We recommend reviewing this policy before making a purchase or initiating a refund request.

2. Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria:

  • Timeframe: You must submit a refund request within 30 calendar days from the date you receive your order. Requests made after this period will not be considered, unless otherwise specified for defective or damaged products (see Section 3).
  • Product Condition: The product(s) must be in their original, unused, and undamaged condition, with all original tags, packaging, and accessories (e.g., dust bags for handbags, care booklets for watches, shoe boxes) intact. Products that show signs of wear, use, alteration, or damage caused by the customer will not be eligible for a refund.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt. This helps us verify the details of your purchase and process your request efficiently.

3. Refunds for Defective, Damaged, or Incorrect Products

We take pride in the quality of our products, but if you receive a product that is:

  • Defective: Has manufacturing flaws (e.g., broken zippers on wallets, faulty watch movements, stitching defects on apparel) or does not function as intended.
  • Damaged: Sustained damage during shipping (e.g., torn handbag straps, scuffed shoes, dented business cases) before delivery.
  • Incorrect: Not the product you ordered (e.g., wrong color, size, style, or item) due to an error on our part.

You may be eligible for a full refund, replacement, or exchange, regardless of the 30-day timeframe (though we ask that you notify us within 7 days of receiving the product to ensure prompt resolution). To request a refund for such cases:

  1. Contact our customer service team at [email protected] within 7 days of receipt, including your order number, clear photos/videos of the defect, damage, or incorrect item, and a detailed description of the issue.
  2. Our team will review your request and may ask for additional information if needed. Once verified, we will provide instructions for returning the product (if required) and process your refund or arrange a replacement/exchange at no extra cost to you.
  3. For damaged items during shipping, please retain the original packaging and shipping label, as this may be required by our shipping partners for claim processing.

4. Refund Request Process

To initiate a refund for eligible products (per Section 2), follow these steps:

  1. Submit a Refund Request: Contact our customer service team at [email protected] with the following information:
  • Your full name and contact details (email address, phone number).
  • Order number and date of purchase.
  • Name and quantity of the product(s) you wish to return for a refund.
  • Reason for the refund (e.g., “changed mind,” “product does not match description”).
  • Photos of the product(s) and their original packaging (if requested by our team).
  1. Await Approval: Our customer service team will review your request within 2-3 business days and notify you via email whether your refund is approved. If approved, we will send you a Return Merchandise Authorization (RMA) number and detailed instructions on how to ship the product(s) back to us, including the return address.
  • Important: Do not ship the product(s) back without first receiving an RMA number. Packages sent without an RMA number may be delayed, rejected, or not processed.
  1. Ship the Product(s) Back: Pack the product(s) securely in their original packaging (or equivalent protective packaging) and include the RMA number on the outside of the package. You are responsible for the shipping costs of returning the product(s), unless the refund is due to a defective, damaged, or incorrect item (in which case we will reimburse your reasonable shipping costs upon providing proof of shipping).
  • We recommend using a trackable shipping method and retaining the shipping receipt, as we are not responsible for products lost or damaged during return shipping.
  1. Product Inspection: Once we receive your returned product(s), our team will inspect them to confirm they meet the eligibility criteria (Section 2). This inspection typically takes 3-5 business days from the date we receive the package.
  2. Process the Refund: If the inspection is successful, we will process your refund within 5-7 business days of confirming eligibility. The refund will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).

5. Refund Timelines and Exceptions

  • Refund Processing Time: While we process refunds within 5-7 business days of approving your request, the time it takes for the refund to appear in your account depends on your payment provider. Credit card and debit card refunds may take 3-10 business days to reflect, while PayPal refunds are usually processed within 1-3 business days.
  • Non-Refundable Items: The following items are not eligible for refunds, unless they are defective, damaged, or incorrect:
  • Customized or personalized products (e.g., monogrammed wallets, engraved watches).
  • Intimate apparel (e.g., certain types of accessories or apparel items marked as “final sale” due to hygiene reasons).
  • Products marked as “final sale” on our website (clearly indicated on the product page at the time of purchase).
  • Shipping and Handling Fees: Original shipping and handling fees paid at the time of purchase are non-refundable, unless the refund is due to a defective, damaged, or incorrect product (in which case we will refund the full order amount, including shipping fees).

6. Cancellations and Refunds for Canceled Orders

If you wish to cancel an order before it is shipped, you may do so by contacting our customer service team at [email protected] with your order number. We will process a full refund for canceled orders within 5-7 business days of confirmation.

Once an order has been shipped, it can no longer be canceled. You will need to follow the refund request process (Section 4) once you receive the product.

7. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at:

Email: [email protected]

Our team is available Monday to Friday, 9:00 AM to 6:00 PM (GMT+8), and will respond to your inquiry within 24-48 business hours.