Effective Date: July 30, 2026
Welcome to Doona. We value your satisfaction and strive to provide a smooth shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
1. Return Eligibility
You may request a return within 30 days after receiving your order.
To qualify for a return, the item must:
- Be unused, unworn, and in its original condition.
- Include all original packaging, labels, manuals, and accessories.
- Be accompanied by proof of purchase (order confirmation or receipt).
Items returned without prior authorization may not be accepted.
2. Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Clearance or final sale items
- Personalized or customized products
- Products showing signs of use, damage, or alteration caused by the customer
3. How to Start a Return
Before returning any item, please contact our customer support team to obtain return authorization.
Customer Support Email:
Please include:
- Order number
- Customer name
- Reason for the return
- Photos of the item (required if the item is damaged, defective, or incorrect)
Once your request is approved, we will provide detailed return instructions.
4. Return Address
Please send authorized returns to:
Doona Returns
2161 Broadcast Drive
Albuquerque, NM 87101
United States
Important:
Please do not send any items back without first contacting our customer service team. Unauthorized returns may experience processing delays or be refused.
5. Return Shipping Costs
- Customer Responsibility: If the return is due to personal reasons (for example, ordering the wrong item, selecting the wrong size, or changing your mind), the customer is responsible for the return shipping costs.
- Our Responsibility: If the item arrives damaged, defective, or if we shipped the wrong product, we will cover the reasonable return shipping costs or provide a prepaid return shipping label when applicable.
6. Refunds
After we receive and inspect your returned item, we will notify you by email regarding the status of your refund.
If approved:
- Refunds will be issued to your original payment method.
- Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is the result of our error.
7. Exchanges
We only replace items that are:
- Defective
- Damaged during shipping
- Incorrectly shipped
To request an exchange, please contact us at:
8. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos of the product
- Photos of the shipping package (if applicable)
We will evaluate the issue and provide an appropriate solution, including a replacement or refund where applicable.
9. Order Cancellation
Orders may be canceled before they have been shipped.
If your order has already been shipped, it cannot be canceled. You may request a return after receiving the order in accordance with this policy.
10. Late or Missing Refunds
If you have not received your refund after the stated processing period:
- Check your bank account again.
- Contact your credit card company, as it may take additional time before your refund is officially posted.
- Contact your bank for further processing information.
If you have completed these steps and still have not received your refund, please contact us at:
11. Contact Information
If you have any questions regarding this Return & Refund Policy, please contact us:
Website: https://doona.it.com/
Email: 56258support@outlook.com
Return Address:
2161 Broadcast Drive
Albuquerque, NM 87101
United States