Return and exchange policy
Welcome to the Domunera online store (hereinafter referred to as “we”). To help you clearly understand our return and exchange arrangements and to protect your shopping experience, we have established this Return and Exchange Policy. This policy applies to all orders placed through our online store.
1. Return and Exchange Validity Period
All return and exchange requests must be submitted within 30 days from the date you confirm receipt of the product. Requests submitted after this period may not be accepted. We recommend inspecting the product condition promptly upon delivery.
2. Conditions for Returns and Exchanges
You may request a return or exchange if any of the following conditions apply:
- The product has a clear appearance issue.
- The product has a quality issue that affects normal use.
- The product has an unusual odor, severe color difference, or other abnormal conditions.
- The item received does not match the order information.
- A return or exchange is requested due to a change of mind.
Eligibility will be determined based on the actual condition of the product and the review outcome.
3. Return Process
If you wish to request a return, please follow the steps below:
- Contact us via email or phone to submit a return request and provide your order number, proof of payment, return reason, and relevant photos or videos.
- Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the return address.
- Send the product back to the designated return address and wait for us to receive it.
- After receipt, the returned item will be inspected. If the inspection confirms the reported condition, a refund will be arranged.
4. Exchange Process
If you wish to request an exchange, please follow the steps below:
- Contact us via email or phone to submit an exchange request and provide your order number, proof of payment, exchange reason, and relevant photos or videos.
- Our customer service team will review your request. If approved, you will be notified and provided with the return address.
- Send the product back to the designated return address and wait for us to receive it.
- After inspection confirms the reported condition, the replacement product will be shipped to your address within 1–3 business days.
5. Refund Process
Refunds will be issued to the original bank card used for payment (such as Visa or MasterCard). Depending on the processing efficiency of the card issuer, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.
6. Shipping Fee Rules
Shipping fee responsibility depends on the reason for the return or exchange:
- If the return or exchange is due to appearance issues, quality issues, unusual odor, severe color difference, or an item not as ordered, return shipping costs will be covered by us.
- If the return or exchange is requested due to a change of mind, return shipping costs will be the responsibility of the customer.
7. Responsibility Statement
Please ensure that returned products are properly packaged and that their condition matches the description provided in your request. Damage caused by improper packaging or personal handling may affect the return or exchange outcome.
8. Return Label
Some orders may include a return label inside the package. If no return label is included, please follow the return instructions provided by our customer service team.
Contact Us
Contact Address: 309 East Martintown Road, Apartment H4, North Augusta, SC 29841-4079, United States
Customer Service Phone: +1 (845) 699-9878
Customer Service Email: team@domunera.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)