Return and refund policy

We want every Dovzari™ order to arrive as expected and fit naturally into your everyday routine.

If something is not right with your purchase, this policy explains how return requests, damaged or incorrect items, exchanges, and refunds are handled.

Please review the information below before sending any product back to us.

1. 30-Day Return Period

Eligible products may be returned within: 30 calendar days after delivery

To request a return, you must contact us within this 30-day period. Returns requested after the return window has expired may not be accepted unless otherwise required by applicable law.

2. Return Conditions

To qualify for a standard return, the product should generally be:

• Unused
• Unworn, where applicable
• Clean and in the condition in which it was received
• Returned with its original packaging
• Complete with included accessories or components
• Accompanied by valid proof of purchase

For drinkware, please ensure the product has not been used for beverages, washed, altered, or damaged after delivery if you are requesting a preference-based return.

We reserve the right to review the condition of a returned item before approving a refund.

3. How to Request a Return

Before returning any Dovzari™ product, contact our customer support team at: service@dovzari.com

Please include:

• Your order number
• Your name
• The product you wish to return
• The reason for the return
• Photos or videos when relevant

Our team will review your request and provide the appropriate return instructions if the return is approved.

4. Return Address

Our business registration address is not automatically our return warehouse address.

Please do not send returned merchandise directly to:

Room 2F-18, Wansheng Department Store, Wanzhongcheng, Xinniu Community, Minzhi Subdistrict, Longhua District, Shenzhen, China

unless our customer support team specifically instructs you to do so.

After your return request has been reviewed and approved, we will provide the appropriate return destination and instructions. This allows us to route returns to the correct facility based on the product and fulfillment location.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Change of Mind / Preference-Based Returns

If you are returning an eligible item because you:

• Changed your mind
• Ordered the wrong size or style
• No longer want the product
• Prefer another item

the customer is responsible for the return shipping cost unless we specifically state otherwise. Original shipping charges are generally not refundable for preference-based returns.

Damaged, Defective, Incorrect or Materially Misdescribed Items

If your order arrives damaged, defective, incorrect, missing important components, or materially different from the product description, please contact us promptly.

Once the issue is verified, Dovzari™ will provide an appropriate solution without additional cost to you.

Depending on the circumstances, this may include replacement, refund, return shipping arrangement, or other appropriate resolution.

You will not be required to pay return shipping costs when the return is caused by a confirmed fulfillment error, product defect, or shipping-related damage for which you are not responsible.

6. Damaged or Incorrect Orders

Please inspect your Dovzari™ order shortly after delivery.

If you notice damage, defects, or an incorrect item, contact: service@dovzari.com

Please provide:

• Your order number
• A short explanation of the issue
• Clear photos of the product
• Photos of the packaging when relevant

Providing clear documentation helps us review the issue efficiently. Please do not dispose of the product or packaging until our team has reviewed the case if doing so would prevent us from verifying the problem.

7. Items That May Not Be Returnable

Certain products may be excluded from standard returns where appropriate. Examples may include:

• Customized or personalized products
• Products that have been used
• Products that have been washed or altered
• Items damaged after delivery through misuse
• Gift cards
• Final-sale items when clearly identified as final sale before purchase

Because Dovzari™ primarily sells drinkware, products showing signs of use with food or beverages may not qualify for a preference-based return for hygiene reasons.

This restriction does not remove your rights if a product arrived damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable consumer law. If you are unsure whether your product is eligible, contact us before returning it.

8. Exchanges

If you would like a different Dovzari™ product, design, or variation, please contact us first.

In many cases, the simplest process is:

• Request a return for the original eligible product.
• Complete the approved return process.
• Place a new order for the product you prefer.

This approach helps avoid inventory issues and allows the replacement purchase to be processed as a separate order. If your original product was defective or incorrect, contact us before placing another order so we can determine the appropriate resolution.

9. European Union Cooling-Off Rights

If your order is delivered to a customer who qualifies for statutory European Union distance-selling cancellation rights, you may generally have the right to cancel an eligible purchase within: 14 days of receiving the goods

without providing a reason, subject to applicable exceptions and local consumer law.

Returned products should generally be unused, complete, in their original condition, and in the original packaging where reasonably possible. You must also provide proof of purchase.

Statutory rights provided by applicable law are not limited by this policy.

10. Refund Review & Processing Time

After an authorized return reaches the designated return facility, it will be inspected. Once the review is completed, we will notify you whether the refund has been approved. If approved, the refund will be issued to the Original payment method. We do not normally issue approved refunds to a different card or payment account.

Processing Time

Approved refunds are generally initiated within: 5–10 business days after the returned item has been received and inspected

Once we issue the refund, your bank, credit card issuer, PayPal, or other payment provider may require additional time before the credit appears in your account. These additional posting times are controlled by the payment provider.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at: service@dovzari.com

12. Original Shipping Fees & Partial Refunds

For preference-based returns, the original shipping fee paid at checkout is generally non-refundable. However, if the return results from a confirmed product defect, incorrect item, fulfillment error, shipping damage, or material discrepancy from the product description, we will provide an appropriate resolution based on the circumstances and will not require you to bear costs caused by our confirmed error.

Partial Refunds

A partial refund may be considered where appropriate if an item is returned with missing components, missing accessories, damage that occurred after delivery, alterations, or significant signs of use not related to a verified defect. Any adjustment will be based on the actual condition of the returned product and the circumstances of the return. We will not impose unreasonable deductions or fees.

Order Cancellation

If you need to cancel an order before shipment, please contact us as soon as possible at service@dovzari.com. We recommend contacting us within 12 hours after placing your order. Because orders may begin processing quickly, cancellation cannot be guaranteed after fulfillment has started. Once an order has shipped, it cannot be cancelled as an unshipped order. You may instead request a return after delivery if the product qualifies under this policy.

15. Need Assistance?

If you have questions about a return, refund, exchange, damaged item, or incorrect order, please contact us before sending anything back.

Email: service@dovzari.com
Phone: +86 15815559566
Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM

For faster assistance, include your order number and relevant photos whenever possible.