Refund Policy

Refund Policy

1. Introduction

At Dooneyd, we want you to be fully satisfied with your purchase of handbags, wallets, business cases, travel accessories, apparel, shoes, and watches. This Refund Policy outlines the conditions, processes, and timelines for requesting a refund, ensuring transparency, fairness, and alignment with the quality standards we uphold for every product. By making a purchase on our official website, you agree to comply with the terms outlined below.

2. Eligibility for Refunds

To qualify for a refund, your request must meet the criteria corresponding to the reason for return. We distinguish between different scenarios to ensure appropriate handling:

2.1 Refunds for Change of Mind or Size Mismatch

  • Timeframe: You must initiate the refund request and return the product within 60 calendar days from the date of delivery (confirmed by logistics tracking records).
  • Product Condition: The item must be in its original, unused, and undamaged state:
    • All original tags, labels, and packaging must remain intact (e.g., leather handbag tags unbroken, shoe boxes undamaged, watch 保护膜未移除).
    • No signs of wear, stains, or modifications (e.g., no scratches on watch cases, no creases on canvas travel accessories, no alterations to apparel).
  • Exclusions: Personalized items (e.g., monogrammed wallets, custom-engraved watches) and products marked “Final Sale” on the product page are not eligible for change-of-mind refunds, unless they have manufacturing defects.

2.2 Refunds for Defective or Damaged Products

  • Notification Time: If your product arrives with a manufacturing defect (e.g., broken zippers on business cases, faulty watch movements, unstitched seams on apparel) or is damaged during transportation, notify us within 48 hours of receiving the item.
  • Verification Requirement: Provide clear photos or videos of the defect/damage, along with your order number and product name, to confirm the issue. We may request additional details (e.g., close-ups of faulty hardware) to speed up verification.
  • Warranty Coverage: All Dooneyd products covered by a limited warranty (e.g., 1-year warranty for watches, 6-month warranty for leather goods) are eligible for refunds if defects occur within the warranty period and are not caused by improper use (e.g., scratches from accidental drops).

2.3 Refunds for Incorrect or Missing Products

  • Notification Time: If you receive a product that does not match your order (e.g., wrong color of handbag, incorrect shoe size, different model of wallet) or items are missing from your order, contact us within 72 hours of delivery.
  • Verification Requirement: Share photos of the received product and the order packing slip to confirm the error. For missing items, we may cross-verify with our fulfillment team to confirm if the item was omitted from the shipment.

3. Refund Request Process

Follow these steps to submit a refund request and ensure a smooth resolution:
  1. Initiate the Request:
    • Contact our customer service team via email at [email protected], or log into your Dooneyd account and submit a “Refund Request” in the “Order Management” section.
    • Include the following information: your order number, product name/SKU, quantity to be refunded, reason for the refund (e.g., “size mismatch,” “defective zipper”), and supporting materials (photos/videos of defects, delivery confirmation, etc., if applicable).
  1. Review & Approval:
    • Our team will review your request and supporting materials within 3 business days. We may contact you for additional information (e.g., more photos of damage) if needed.
    • Once approved, you will receive a “Refund Confirmation” email with details, including the return address (if the product needs to be shipped back) and a prepaid return label (for all eligible refunds—we cover return shipping costs globally).
  1. Return the Product (if required):
    • For change-of-mind or size-related refunds, ship the product back to the specified address within 7 calendar days of receiving the refund approval.
    • Use the provided prepaid label and a traceable logistics service to ensure the product is delivered safely. Retain the return tracking number for reference—we may ask for it to monitor delivery.
  1. Inspect the Returned Product:
    • Upon receiving the returned product, our quality control team will inspect it within 2–3 business days to confirm it meets the refund eligibility conditions (e.g., unused, original packaging intact).
  1. Process the Refund:
    • After the inspection is passed, we will initiate the refund within 1 business day. The refund will be credited back to your original payment method (e.g., credit card, PayPal, bank transfer).

4. Refund Timelines & Amounts

4.1 Refund Timelines

The time it takes for the refund to appear in your account depends on your payment method:
  • Credit/debit cards: 3–7 business days (varies by card issuer, as banks may take additional time to process the refund).
  • PayPal: 1–3 business days (funds are typically credited to your PayPal balance within this period).
  • Bank transfers: 5–10 business days (varies by banking institution).
If you do not receive the refund within the expected time, contact your payment provider first to check their processing timeline. If the issue persists, reach out to us with your refund reference number for assistance.

4.2 Refund Amounts

  • Full Refund: You will receive a full refund of the product purchase price in the following cases:
    • Defective, damaged, incorrect, or missing products (verified by our team).
    • Returned products that meet all change-of-mind eligibility conditions (unused, original packaging, within 60 days of delivery).
  • Partial Refund: A partial refund may be issued only if:
    • The returned product has minor damage to the packaging (but the product itself is intact)—the partial amount will be determined at our discretion (e.g., 5–10% deduction to cover packaging replacement costs).
  • Non-Refundable Items: Shipping costs are not applicable (as Dooneyd offers global free shipping), so no deductions for shipping will be made. Gift wrapping fees (if applicable) are non-refundable unless the refund is due to a Dooneyd error (e.g., incorrect product).

5. Exceptions & Limitations

  • No Refunds for Improper Use: Refunds will not be processed if the returned product is damaged due to improper use, negligence, or unauthorized modifications (e.g., scratches on a watch from dropping it, stains on apparel from using harsh cleaning products).
  • Rejected Returns: If the product is returned without prior approval, or if it does not meet the eligibility conditions (e.g., used, missing tags), we reserve the right to reject the refund request. We may return the product to you at your own expense, or dispose of it if you decline to cover return shipping.
  • Promotional Orders: For orders placed using discount codes or during promotional events (e.g., flash sales), refunds will be processed based on the actual amount paid (not the original retail price). For example, if you purchased a wallet for \(50 (original price \)70) using a discount code, the refund will be $50.

6. Cancellation & Pre-Delivery Refunds

If you wish to cancel your order and request a refund before the product is shipped:
  • Contact us within 24 hours of placing the order via email ([email protected]) or your account portal.
  • We will cancel the order and process a full refund within 1–2 business days (the refund timeline follows Section 4.1).
If the order has already been shipped, you will need to follow the standard refund process (return the product after delivery) as outlined in Section 3.

7. Contact Us

If you have questions about this Refund Policy, need help with a refund request, or want to check the status of an ongoing refund, please contact us at:
  • Account Portal: Log into your Dooneyd account and use the “Help Center” chat function for real-time assistance (available Monday–Friday, 9:00 AM–6:00 PM GMT+8).
We strive to resolve all refund issues promptly and fairly, ensuring your satisfaction with Dooneyd’s products and services.