Return and exchange policy

 

Welcome to Domuliva (hereinafter referred to as “we”). This Return and Exchange Policy applies to all orders placed through our online store. Please review the following terms carefully before submitting any return or exchange request.

1. Return and Exchange Period

Return or exchange requests may be submitted within 30 days from the date the order is successfully delivered and signed for. Requests submitted after this period may not be accepted.

2. Conditions for Return and Exchange

Within the valid period, you may request a return or exchange under any of the following circumstances:

• The product has visible appearance issues, including but not limited to scratches, cracks, dents, deformation, or other obvious defects.
• The product has quality-related issues and cannot perform its basic functions under normal use conditions.
• The product has a strong odor or significant color difference that is clearly inconsistent with the product description, excluding variations caused by display devices.
• The item received does not match the order details, including incorrect model, specifications, or key features.
• A return or exchange is requested due to a change of mind, provided the product remains in a condition suitable for resale.

3. Return Process

Please follow the steps below to submit a return request:

1. Contact us via email or phone and provide your order number, proof of payment, reason for return, and any relevant photos or videos.
2. Our customer support team will review your request. If approved, we will notify you using your provided contact information and supply the designated return address.
3. Please send the product back to the specified return address and retain the shipping receipt or tracking information until the process is completed.
4. Once the returned item is received and inspected, and if the reported issue is confirmed, a refund will be arranged accordingly. For additional details, please refer to the Refund Policy.

4. Exchange Process

Please follow the steps below to submit an exchange request:

1. Contact us via email or phone and provide your order number, proof of payment, reason for exchange, and any relevant photos or videos.
2. Our customer support team will review your request. If approved, we will notify you and provide the designated return address.
3. Return the product to the specified address and wait for confirmation of receipt.
4. After the returned item is received and inspected, and if the reported issue is confirmed, a replacement product will be shipped to your address within 1–3 business days. For delivery timelines, please refer to the Shipping Policy.

5. Refund Process

Refunds are issued to the original payment method used at checkout, including Visa or MasterCard. Depending on the processing time of the issuing bank, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Fee Rules

Responsibility for return shipping costs is determined based on the reason for the return or exchange:

• If the return or exchange is due to appearance defects, quality issues, strong odor, significant color differences, or an item not as described, 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

Returned items must be properly packaged and include the product, accessories, and any accompanying materials. Damage caused during return shipping due to improper packaging may affect eligibility for return or exchange. All requests are handled based on the actual condition of the item upon inspection.

8. Return Label

A return label may be included inside the parcel. If no return label is provided, detailed return instructions will be supplied after your request is approved.

9. Contact Us

If you have any questions regarding returns or exchanges, please contact us using the information below:

Contact Address: 1116 Rockyknoll Drive, Columbia, SC 29203-1114, United States
Customer Service Phone: +1 (901) 481-1931
Customer Service Email: contact@domuliva.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)