Return & Refund Policy

Thank you for choosing us.

If you had any problems with your purchase, our team will be happy to help.

Before making your purchase, remember to consult this returns and refunds policy. Read carefully the points below.

It is possible to request an exchange or refund in case of:

• Damaged or defective product on arrival

If the product arrives damaged, the customer must contact our customer service at the email address info@domhina.com, WITHIN 5 WORKING DAYS from the delivery date indicated by the forwarder.
Please provide ALL the information listed below within the deadline. If the request does not contain ALL the necessary information within the period of 5 working days, the request will not be accepted. Please note that the 5 working days start from the delivery date indicated by the forwarder. 
The request will be examined and you will receive a response within a maximum of 30 days from receipt of all the requested data. The approved request may require the return of a new product or the refund. 

If it is necessary to return the product, the customer service will notify the customer and provide all the necessary instructions on how to proceed. All product accessories (labels, packaging, etc.) must be included in the return package. In case of lack of some or all accessories, the cost of the missing parts may be charged to the customer.
The refund request will be analysed and will be answered within 30 days from the arrival of the return package. If the request is approved, a return or refund will be offered. In case of return, the shipping costs will NOT be charged to the customer and the shipping method will be the one chosen in the original order.

THE INFORMATION NECESSARY TO REQUEST A RETURN OR REFUND FOR A DAMAGED OR DEFECTIVE PRODUCT:
- Date of delivery
- Description of the problem
- Videos or photos showing the problem clearly
- Image of the shipping label with visible traceability number

• Wrong product on arrival

In case of delivery of a wrong product (different from the one ordered, that is color, size or wrong model, etc.) please contact our customer service team at the email address info@domhina.com WITHIN 5 WORKING DAYS of the delivery date indicated by the forwarder and provide the information requested below.
Please provide ALL the information listed below within the deadline. If the request does not contain ALL the necessary information within the period of 5 working days, the request will not be accepted. Please note that the 5 working days start from the delivery date indicated by the forwarder. 
The request will be examined and you will receive a response within a maximum of 30 days from receipt of all the requested data. The approved request may require the return of a new product or the refund. 

 If it is necessary to return the product, the customer service will notify the customer and provide all the necessary instructions on how to proceed. All product accessories (labels, packaging, etc.) must be included in the return package. In case of lack of some or all accessories, the cost of the missing parts may be charged to the customer.
The refund request will be analysed and will be answered within 30 days from the arrival of the return package. If the request is approved, a return or refund will be offered. In case of return, the shipping costs will NOT be charged to the customer and the shipping method will be the one chosen in the original order.

There may be slight differences in the product or packaging received compared to previous shipments or photos on the site. However, if the physical appearance of the item is similar, it will not fall under the category of "wrong product" and therefore will not benefit from free return or refund. 

THE INFORMATION REQUIRED TO REQUEST A RETURN OR REFUND FOR THE WRONG PRODUCT:
- Date of delivery
- Description of the problem
- Videos or photos showing the problem clearly
- Image of the shipping label with visible traceability number

• Product never arrived

In case of undelivered products, please note that what is indicated on the courier’s website is considered authentic so if the package is tracked as “delivered”, it will not be eligible for a refund or reship. DOMHINA cannot get involved in the operations or transit arrangement of the Post or local carriers. 
In case of non-delivery of the products or in case of delays caused by natural disasters, wars or any other event not dependent on DOMHINA, no refund or return will be provided.

DOMHINA will not accept any delivery dispute for any of the following cases: 

 1- if the shipping data indicated by the customer is incomplete or incorrect: the complete shipping data must correctly include the name of the recipient, the shipping address, shipping city, shipping province, shipping zip code, shipping country, shipping country code and contact phone number of the recipient.

2 - If the parcel arrives at the nearest agent office due to unsuccessful delivery, but the customer fails to pick up the parcel thus resulting in the parcel being returned back to the shipper or carrier’s local warehouse.

3 - if requests for return, reship and refund are sent after the deadline set.

4 - for reasons beyond DOMHINA’s control, it will not be possible to receive a refund or a return if the package does not arrive for orders from Brazil and Mexico.

If the request does not fall into the previous categories and meets all the required conditions, the customer must contact customer service at the email address info@domhina.com, AFTER 30 days without having received the order or an email communication from DOMHINA of delay in delivery or other issues.
Please contact us as soon as possible after 30 days. The request will be examined and you will receive a response within a maximum of 30 days. The approved request may require the return of a new product NOT charged to the customer or the refund.

Free reshipping or refunds for “never arrived” items can be only applied once per order. This means that if the customer claims that a product never arrived, DOMHINA will reship the item a second time. If this second item is also declared as “never arrived”, it won’t be reshipped a third time.

• Important: Unsatisfactory product

The return and refund policy can only apply to errors or defects related to the characteristics or specifications of the product. No refund or return request will be accepted if the customer does not like the product received.