Return and Exchange Policy

 

Welcome to Domivella (hereinafter referred to as “we”). This Return and Exchange Policy applies to customers in Australia and explains the applicable timeframes, procedures, and important information regarding returns and exchanges.

1. Return and Exchange Period

You may request a return or exchange within 35 days from the date you receive your order.
Requests submitted after this period will not be accepted.

2. Eligibility for Returns and Exchanges

Items requested for return or exchange must meet the following conditions:
The item must be unused, unwashed, undamaged, and in a resalable condition;
The item must include original packaging, accessories, and any accompanying materials, where applicable;
Items that are clearly marked as non-returnable or non-exchangeable by law or on the product page are excluded.

3. Return Process

If you wish to return an item, please follow the steps below:
Contact customer support to submit a return request and provide the reason for return;
Use the return label included in the package to send the item back;
Properly pack the item and attach the return label as instructed;
Hand the parcel over to the designated shipping carrier for return.

Please ensure that the return label is kept safe, as it is required for return processing.

4. Exchange Process

If you wish to exchange an item, please follow the steps below:
Contact customer support to submit an exchange request and provide details of the item to be exchanged;
Use the return label included in the package to send the original item back;
Once we receive and inspect the returned item, we will create a new exchange order for you;
The exchanged item will be processed and shipped as a new order.

Exchanged items are subject to a new order processing time of 1–3 business days.

5. Return Label Rules

A return label is pre-included in the package at the time of shipment for use in returns or exchanges.
Please ensure that the return label is kept in a safe place.

If the return label is lost or unusable, please contact customer support for assistance.

6. Return and Exchange Costs

For all returns and exchanges completed in accordance with this policy, all associated return and exchange shipping costs will be covered by us.
You will not be required to pay any additional shipping fees.

7. Refunds

Once the returned item has been received and confirmed to meet the return conditions, a refund will be issued.
Refunds will be processed within 1–5 business days to the original payment method used at checkout.

The actual time for funds to appear may vary depending on your bank or payment provider.

8. Contact Us

If you have any questions regarding returns or exchanges, you may 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)