Refund Policy
Welcome to Domivella (hereinafter referred to as “we”). This Refund Policy is intended to explain the circumstances under which refunds may apply, the general principles governing refunds, the refund handling process, and other important information related to refunds. Please review this policy carefully before placing an order or submitting a refund request to better understand the relevant arrangements.
1. Scope of Application
This Refund Policy applies to orders successfully placed and paid for through our website.
In practice, this Refund Policy may apply together with the Return and Exchange Policy and the Order Cancellation Policy, which collectively form the overall rules related to refunds.
Subject to compliance with this Refund Policy, refunds will be processed in accordance with the applicable procedures.
2. Eligible Refund Scenarios
You may request a refund under the following circumstances:
The order has been successfully cancelled in accordance with the Order Cancellation Policy and has not entered a non-cancellable status;
The product has been returned in accordance with the Return and Exchange Policy and has been received and inspected by us as meeting the refund conditions;
Other situations that are reviewed and confirmed by us to be eligible for a refund.
Refund eligibility will be determined based on the order status, product condition, and the relevant policies as a whole.
3. Non-Eligible Refund Scenarios
Refund requests may not be accepted or approved under the following circumstances:
The refund request does not meet the requirements set out in this Refund Policy, the Return and Exchange Policy, or the Order Cancellation Policy;
The product has been used, damaged, or is no longer in a condition suitable for resale;
The product or situation has been clearly indicated as non-refundable on the relevant page or description;
The product cannot be returned, verified, or properly assessed due to reasons attributable to the customer.
In such cases, the final determination will be based on the actual verification results.
4. Refund Process
In general, the refund process includes the following steps:
You submit a refund request through customer support and provide the necessary order information;
We review and verify the order status or the condition of the returned product;
Once the refund conditions are confirmed, we will proceed with the refund processing.
If the refund involves returning a product, the refund is usually processed after we receive and confirm the returned item.
5. Refund Method and Timeframe
Refunds will be issued to the original payment method used at the time of purchase.
Once the refund request has been approved and confirmed, refunds are generally processed within 1–5 business days.
The actual time for the refund to be credited may vary depending on the payment provider, bank processing times, or other external factors.
6. Refund Amount
Refund amounts are generally calculated based on the actual amount paid for the order.
If discounts, promotions, or special offers were applied to the order, the refund amount will be adjusted accordingly based on the actual payment made.
If any services have already been completed and cannot be reversed (where applicable), such fees are generally not included in the refund unless otherwise expressly stated.
7. Refund Status Enquiries
If you have any questions regarding the status or progress of a refund, you may contact customer support at any time for assistance.
We will provide relevant information or support within a reasonable timeframe.
8. Contact Us
If you have any questions regarding this Refund Policy, refund eligibility, or refund progress, please contact us using the details below:
Address: 4701 SAMUEL BLVD 305, MESQUITE, TX 75149-0000, United States
Phone: +1 (409) 203-5532
Email: solutions@domivella.com
Customer Support Hours:
Monday to Friday
9:00–11:00 and 13:00–18:00
(Australian Eastern Standard Time / Australian Eastern Daylight Time)