Refund & Return Policy

– Thanks for choosing DNOOY All of our Products are strictly tested by our quality inspection team before shipment, if you find any quality issue, please email us at Dnooy365@outlook.com. You will receive a response within 48 hours.

30-Day Return & Money Back Guarantee:

Returns of unused and unopened items are accepted within 30 days of purchase date, with the exception of ‘As Is’ items & Replacement Parts (see below). We advise that you keep your original packaging during this time. Please contact us to request a return or get information about any additional policies that may apply.

Returns Packaging & Its Condition:

Only items in original packaging can be returned. If an item is sent back in non-original packaging, this will immediately void the refund for the customer. Unfortunately, we cannot provide replacement boxes. Every customer will receive this notice in their Order Confirmation Email and their Shipping Confirmation Email to hold onto their packaging for the first 30 days.

Please be respectful of your returned item(s) when sending it back to us. We take great care in making sure your item is properly boxed/packaged and secure for transit, we expect the same from you on your return(s).

All returns are inspected upon arrival. If the item arrives back damaged due to customer poorly boxing/packing your returned item, this will affect your refund amount. Severely damaged goods arriving back to us due to poor customer boxing/packaging may even result in getting no refund at all.

– When DNOOY Pays for Return Shipping?

1. Under the circumstance that you receive a damaged or defective item, we will be able to exchange or cover the shipping fee if you decide to return it.

2. Details are listed as below:
• Item arrived defective and cannot be fixed with a replacement part
• We shipped out the wrong item
• We shipped it to the wrong address
• We shipped a duplicate order
• Item malfunctioned during the 30 day returns period (Assuming the customer assembled the item properly per the instruction manual)

IMPORTANT:
• For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning.
• If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back. The customer is also vulnerable to the 15% restocking fee as well as any shipping charges the seller has paid out.
• If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us form to submit pics/videos for your return request.

• Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.

• If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item.
• If the customer prefers to get it fixed instead of shipping the bulky equipment back to our warehouse, we do send out technicians or repairmen to customer homes. (California only)

– When the Customer Pays for Return Shipping

In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns may include:

1. Buyers Remorse (“Not satisfied with performance”, “Item doesn’t fit me correctly”, “Item doesn’t meet my expectations”, “I tried it, but I want something else”, etc.)
2. No Reason / No Longer Want
Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
Order Cancellation after the item already shipped out, even if you have not yet received the item
The customer bought the wrong one
The customer accidentally bought too many
The customer accidentally provided the wrong shipping address
After the 30 day returns period, customers may use the items DNOOY manufacturers product warranty period for repairs if the item is faulty or malfunctioning. Please see the manufacturer’s product warranty for details.

3. Our warranty period is one year!

A 1-year warranty is a warranty in which the seller or manufacturer guarantees remedies for product defects for one year from the date of sale. During that time, the seller shall repair or replace the product if such defects present.
It does not generally allow the buyer to receive a refund. It guarantees that defects will be resolved with the repair or product replacement.

– Exchange Processing flow
Step 1:
Please contact us by email at Dnooy365@outlook.com, let us know your problem, and confirm the solution.
Step 2:
Take a picture of what you shipped and send it to us, as well as the tracking number. The maintenance fee depends on whether it is within the warranty. (Please check the Warranty coverage)
Step 3:
We confirm the goods were returned and checked the problem. Please also email us your specific contact details (name, cell phone number, detail address, ZIP code).
Step 4:
We will send the goods back to you.
Thank You For Your Cooperation!

– Refund Policy

The refund policy applies to product purchased directly from DNOOY website (https://www.dnooy.com/). If you purchased DNOOY item(s) from a different retailer, please refer to their store refund policy.

The refund (less shipping and restocking fees) will be applied to your original payment method once the return is processed in our warehouse. Original shipping costs are non-refundable. Please note that the return process involves several stages, so please be patient in awaiting your refund.  Generally following the date of arrival at our warehouse, this process is approximately 5 to 10 business days to receive return, inspect, re-stock, issue credit to original form of payment, and for credit/debit card payments for your banking institution to post the refund to your account (in certain instances additional stages are required). Purchases made with credit cards and debit cards are issued back through the same method of payment. Refunds through credit and debit cards usually take up to 7 days but could vary by merchant or banking institution. Full refunds may potentially take a few days up to a few months. Please contact your credit card and/or debit card issuer for more information.

If you wish to return a product that came with a free promotional item, the free item must be returned with the original order to receive a full refund. If the promotional item is not returned, you will be refunded the cost of the product minus the full value of the promotional item.

– Return Address

For the return address, please contact customer service by email to obtain the address.（Dnooy365@outlook.com） Thank you！

– Orders Returned without Delivery (Refusing Delivery)

If an order is returned as undeliverable due to incorrect shipping address or non-availability of recipient to accept delivery (in cases where we require signature confirmation) or due to refusal to accept shipment, it shall be considered as a return by ‘customer error (buyer’s remorse)’ and our standard Return Policy is applicable on such orders. In addition to the 15% restocking fees, the return shipping fees are chargeable to your account.

Note: Cancellation of order

1. DNOOY generally sends out your orders within 1-2 business days. To cancel an order, please contact us via Dnooy365@outlook.com as soon as possible and you will receive a full refund provided your order has not been shipped.

2. But if your order has been shipped, it shall be considered as a return by ‘customer error (buyer’s remorse)’ and our standard Return Policy is applicable on such orders. In addition to the 15% restocking fees, the return shipping fees are chargeable to your account. We will send you a return shipping label via Dnooy365@outlook.com.