Return and Refund Policy

At Douvay, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we want to make the return process as smooth as possible. Please read our policy carefully to understand your rights and our procedures.

Returns

Eligibility for Returns

You have 30 days from the date of delivery to return an item. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.

  • Items that cannot be returned:
    • Custom-made or personalized items.
    • Gift cards.
    • Items marked as “Final Sale” or “Non-Returnable.”

Steps for Returning an Item

  1. Initiate a Return:
    To start a return, please email our customer support team at refund@douvay.com with your order number and reason for the return. We will respond within 24-48 hours with further instructions.
  2. Pack the Item:
    Securely pack the item in its original packaging along with all accessories, manuals, and components.
  3. Ship the Item:
    You will be responsible for the cost of return shipping unless the item is defective or you received the wrong item. We recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of your returned item.

Return Conditions

  • All returned items are inspected upon arrival. If the item is ineligible for return (e.g., not in its original condition or outside the 30-day window), we will notify you, and the item will be shipped back to you at your expense.
  • If you are approved, we will process the refund according to the guidelines outlined below.

Refunds

Processing Refunds

Once your return is received and inspected, we will send you an email notifying you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  • Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

Partial Refunds

In some cases, only partial refunds are granted:

  • If the item is not returned in its original condition or is damaged due to misuse.
  • If the return is initiated after the 30-day window but is still accepted at our discretion.

Late or Missing Refunds

If you haven’t received your refund after 10 business days, please:

  1. Check your bank account again.
  2. Contact your credit card company or bank as processing time can vary.
  3. If you’ve done all of this and still have not received your refund, please contact us at refund@douvay.com.

Important Note Before Purchase

We strongly encourage all customers to read all product details, descriptions, and specifications carefully before making a purchase. This ensures that the product aligns with your expectations and needs. If you have any questions or concerns about a product, feel free to reach out to us for clarification before completing your purchase.

Exchanges

We only replace items if they are defective, damaged, or if the wrong product was sent. If you need to exchange an item, please contact us at refund@douvay.com to initiate the process.

Non-Returnable Items

  • Gift cards.
  • Downloadable software or digital products.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Items returned more than 30 days after delivery.

Damaged or Defective Items

If you receive an item that is damaged or defective, please notify us immediately at refund@douvay.com with photos of the damage, and we will assist in getting the item replaced or refunded at no additional cost.

Shipping Costs for Returns

  • Customer-Initiated Returns (No Fault):
    Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
  • Company-Initiated Returns (Faulty/Incorrect Item):
    If you received an incorrect or defective item, we will cover all return shipping fees and provide you with a prepaid shipping label.

Contact Information

If you have any questions about our Return and Refund Policy, please contact us at:

Email: refund@douvay.com
Phone: +1 (270) 216-0804