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Return Policy

1. General Policy

Thank you for choosing DOUU Coffee Online Store. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the unopened and unused products within 7 days from the date of delivery, subject to the conditions and procedures outlined in this policy.

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2. Eligibility for Return

  • Product Condition: Only unopened and unused products in their original packaging, with all original tags and labels attached, are eligible for return. Products that have been opened, used, damaged, or altered are generally not eligible for return, unless the damage is due to a defect on our part.

  • Return Period: Returns must be initiated within  7 days from the date of delivery. Returns received after this period will not be accepted.

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3. How to Initiate a Return

  • Contact Customer Service: To start the return process, please contact our customer service team at douucoffee@gmail.com or +60166087178. Provide your order number, name, and a brief reason for the return.

  • Return Authorization: Our customer service team will review your request and issue a Return Merchandise Authorization (RMA) number if your return is approved. This RMA number is required for all returns and should be clearly marked on the outside of the return package.

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4. Return Shipping

  • Shipping Costs: If the return is due to a mistake on our part (such as sending the wrong product or a defective item), we will cover the return shipping costs. You can contact our customer service for a prepaid shipping label.

  • Customer - Initiated Returns: For returns initiated by the customer for reasons other than our mistake (such as a change of mind), the customer is responsible for the return shipping costs. We recommend using a trackable shipping method to ensure the safe return of the product.

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5. Inspection of Returned Products

Upon receipt of the returned product, our team will inspect it to ensure it meets the eligibility criteria for return. If the product is in the proper condition and within the return period, we will process the refund.

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6. Refund Process

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited back to the same credit card. If you used a gift card or store credit, the refund will be applied to your account.

  • Refund Timeframe: Once the returned product has been inspected and approved, the refund will be processed within 7 business days. Please note that it may take an additional few business days for the refund to appear in your account, depending on your bank or payment provider.

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7. Exceptions and Special Cases

  • Final Sale Items: Certain items marked as "final sale" are not eligible for return, unless they are defective or damaged upon receipt. Please check the product description carefully before purchasing to determine if an item is final sale.

  • Custom or Personalized Orders: Custom or personalized products are generally not eligible for return, as they are made specifically for you. However, if there is a defect or error in the customization, please contact our customer service team, and we will work with you to resolve the issue.

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8. Contact Us

If you have any questions or concerns about our return policy or the return process, please contact our customer service team at douucoffee@gmail.com or +60166087178. Our friendly and knowledgeable staff are available to assist you and ensure a smooth return experience.

 

Please note that this return policy is subject to change. We recommend checking this page periodically for the most up - to - date information.

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