Return and Refund Policy
1. General Policy
This Return and Refund Policy describes the procedures for returns, exchanges, and refunds. It operates in conjunction with our Terms of Service. Statutory consumer rights remain unaffected, particularly for defective, damaged, or inaccurately described items.
2. Return and Exchange Period
Requests for returns or exchanges must be submitted within 30 days of delivery. Requests made after this period cannot be accepted.
3. Conditions for Returns and Exchanges
Items are eligible if they meet the following:
- Unused and in the condition received.
- Returned with all parts and original packaging.
- Free from signs of wear, use, or washing.
4. Items Not Eligible
Returns or exchanges are not accepted if:
- The item does not meet the required conditions.
- Damage is due to incorrect use or handling.
- The return is submitted without prior approval.
5. How to Request a Return or Exchange
Contact contact@dorvaine.com within 30 days of delivery to start a request. Include the order reference, item details, reason for the request, and relevant images. Requests without prior confirmation will not be processed.
6. Incorrect or Damaged Items
If an item is received incorrectly or damaged, contact contact@dorvaine.com and provide:
- Order reference number,
- Brief description of the issue,
- Images showing the item’s condition or discrepancy.
Confirmed cases will be resolved with a replacement or refund in accordance with applicable regulations.
7. Return Shipping
- Return instructions and address are provided after approval.
- If the return is due to an incorrect or damaged item, return shipping costs are covered by the store.
- For other approved returns, return shipping costs are the responsibility of the customer.
- No restocking fees apply.
8. Refund Handling
Returned items are inspected upon receipt. You will be notified if the refund is approved or declined. Approved refunds are issued to the original payment method within 7 days of approval, subject to the payment provider’s processing time.
9. Exchanges
Exchanges are processed after the returned item is received and verified. Availability will affect whether an exchange can be completed. If the requested item is unavailable, a refund will be issued.
10. Cancellations
Cancellation requests must be submitted before order processing begins by contacting contact@dorvaine.com. Orders already in processing cannot be cancelled and must follow the return procedure above.
11. Misuse and Fraud Prevention
We reserve the right to refuse returns, exchanges, or refunds in cases of suspected misuse, repeated abuse of the policy, or fraudulent activity.