Return & Refund

Thanks for choosing Donatoy! To ensure a smooth transaction, please carefully read the order terms and conditions below. These terms apply to all purchases made on our website and may be changed at the store's discretion without prior notice. Additionally, Donatoy reserves the right to make final decisions on any disputes that arise between us and our customers.

I. Order Modifications or Cancellations

Timeframe for Changes/Cancellations: You have 4 hours from the moment of successful order placement to request changes (size, color, quantity) or cancel the entire order without any additional charges.

How to Make a Request: Please contact our customer support team immediately at [email protected] within the allowed timeframe for assistance. Provide complete order information (order number, product details, change/cancellation request) for prompt processing.

After the Specified Time: After 4 hours from order placement, our system automatically processes the order, and we regret that we cannot accommodate any change or cancellation requests.

Shipping Address: You are solely responsible for the accuracy of the shipping address provided. Donatoy will not be held liable for delivery failures due to inaccurate or incomplete addresses.

II. Defective Items: Replacements & Refunds

Our Commitment: If you receive a defective product due to an error on our part, we offer either a free replacement or a full refund.

Definition of Defective Items:

  • The item significantly deviates from its online description or images.
  • The item is damaged due to manufacturing or shipping errors.
  • The item received differs from your original order.

Processing Procedure:

Defective items do not need to be returned. We encourage you to donate or gift them.

Defective products due to our error must be reported within 30 days from the date of receipt. For defects noticeable upon opening the box, please keep the product in its original condition with all accessories for prompt support.

Please e-mail us at [email protected] with the following information:

  • Order number.
  • Video or photo of the defective item with a detailed description of the defect.
  • Photo of the printing error (if applicable).
  • Photo with measuring device in the photo, if there are sizing issues.
  • Complete shipping address.

Our support team will review your claim and if approved, we will ship a replacement or issue a refund.

Refund Processing Time:

  • Refunds will be processed within 24 hours of approval.
  • Credit card refunds may take 7-10 business days, and PayPal refunds 3-7 business days, depending on your bank.
  • If you have not received your refund within the alloted time, please contact us at [email protected].

III. Refund Exclusions

We do not offer refunds for:

  • Requests made after 30 days of delivery.
  • Damage caused by customer misuse.
  • Incorrect size, color, quantity or address selection.
  • Used or damaged items..
  • Sale or promotional items.
  • Changes of mind.

IV. Lost Packages

Our Support Commitment: We assist with lost packages.

Processing Procedure:

Once delivery conformation is received, we will send an email confirming delivery.

Please check mailboxes, security cameras, with neighbors, and the local post office.

Please contact us within 30 days of the expected delivery date if you have not received your package.

Please supply the following information.

  • Order number.
  • Shipping address.
  • Confirmation from the post office that the package is not there.

We will ship a replacement or issue a refund.

We are not responsible for delivery failure due to customer error.

V. FAQs

Can I switch my order?

No. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, color, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, addresses, and so on.

Can I cancel my order?

Yes, orders can be cancelled. However, you can only cancel your order on the same day if you do so within 4 hours of placing it. If you contact us after this time to cancel your order, it may have already been sent to the warehouse for processing and shipping.

Can I return or refund my order?

Items can be exchanged or refunded within 30 days of delivery. You won't incur any additional fees if the fault is ours. For more details, please visit our Return & Refund page to understand which cases are eligible for returns/refunds.

What is the refund or return policy's time frame?

Our policy was in effect for 30 days after the delivery process was completed. After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made.