Return & Refund Policy

Standard Returns Policy

If you are not satisfied with your purchase, you can return your items within 30 days of receipt free of charge. Returned item(s) will be refunded. Please note shipping charges will not be refunded.

The returns policy may vary during promotional periods, please check the terms & conditions of the promotion before placing your order.

For the return or exchange of darlydoor products purchased from any other authorized retailer please contact your retailer directly

Returns Process (excluding Black Friday and other Promotion)

For all returns, please contact support@darlydoor.com for your return label. Please quote your order number and the item that you would like to return and we will inform you of the next steps upon receipt of your email.

Damaged Items

If your items are received damaged, please send a photo with the damaged item along with your order number to support@darlydoor.com with the subject line: DAMAGED. This should be submitted within 14 days of receiving your order.

Items not received

If you have not received your full order, please contact us at support@darlydoor.com with the subject line: MISSING ITEM along with your order number.

return address:

1600 Amphitheatre Parkway, Mountain View, CA 94043

Order Cancellation & Processing Time

  • Cancellation Window: Customers may cancel an order within 48 hours of purchase and before the order ships (no tracking number has been generated / not yet handed over to the carrier).

  • Merchant Processing Time: Orders are picked and prepared for dispatch within 1–3 business days. During peak seasons and public holidays, processing may extend to 5–7 business days.

  • Approval Rule: If a cancellation request is submitted before shipment and within the permitted cancellation window, the request will be approved and the order canceled.

  • Orders Already Shipped: Once an order has shipped or a tracking number has been generated, cancellation is no longer supported. Customers may follow our Return & Refund Policy after delivery.

  • Refund Timeline: Upon approval of the cancellation, we initiate a refund within 1–3 business days to the original payment method. Actual posting time depends on the payment provider/bank (typically 3–10 business days).

  • How to Submit: Please submit a request via your Order Details page or contact our support (include your order number, order email, and—optional—reason for cancellation).

  • Time Stamps: All times are determined by our system records for Order Time and Shipment Time (based on the warehouse’s local time zone).

  • Special Items (if applicable): Pre-order / custom-made items may be canceled within 24 hours of purchase; once production begins, cancellation is not supported. (If your order does not include such items, this clause does not apply.)

How to Return (Instructions)

Please follow the steps below and include the required information inside the parcel to avoid delays:

  1. Start a Return
    Submit a request via your Order Details page or email [support@darlydoor.com] with:

  • Order number (Order #)

  • Order email / full name

  • Item(s) and quantity to return (SKU if available)

  • Reason for return (required; attach clear photos/unboxing video for damage/defect/wrong item)

  1. Receive Authorization
    We’ll review and send your Return Merchandise Authorization (RMA), return address, and instructions within 1–2 business days:

  • Defective/incorrect item: A prepaid label (or equivalent shipping reimbursement) will be provided.

  • Change of mind: Use a trackable service at your own cost (per store policy).

  1. Pack & Enclose Documents
    Ship back within 7 days of receiving the RMA and ensure:

  • Items are unused, in new condition, with original packaging, all accessories, freebies, tags, manuals intact.

  • Include a printed note inside the box containing:

    • Order number (Order #)

    • Brief return reason

    • List of returned item(s) and quantity

    • RMA number (if applicable)

    • Your contact (email/phone)

  • Do not affix labels directly to the retail box; use an outer carton to prevent damage.

  1. Ship & Share Tracking
    After dispatch, upload or reply with the tracking number so we can monitor the return.

  2. Inspection & Refund/Exchange
    Within 1–3 business days after delivery to our warehouse:

  • Eligible returns are refunded to the original payment method (initiated within 1–3 business days; bank posting typically 3–10 business days) or exchanged per your request.

  • If items show signs of use, missing parts, or damaged packaging, a [0–15%] refurbishment/depreciation fee may apply or the return may be rejected (based on inspection).

  1. Additional Notes

  • Returns outside the window or without authorization may be refused or delayed.

  • For international parcels, mark customs as “Return to Merchant – No Commercial Value.”

  • Return address: 1600 Amphitheatre Parkway, Mountain View, CA 94043 (use the address in your RMA email).

Return Packaging Requirements

To prevent damage and delays, please follow these packing standards. Returns that don’t meet these requirements may be refused or incur a [0–15%] refurbishment/restocking fee after inspection.

  • Item condition: Send items back unused, in new condition, with all original packaging, inserts, accessories, freebies, tags, and manuals intact. Do not write on, tape, or sticker the retail box.

  • Outer carton: Always use a sturdy outer shipping box. Do not ship using the retail box alone. Fill all empty space with cushioning to prevent movement.

  • Protection: Wrap fragile items individually with padding (e.g., bubble wrap) and separate them inside the carton to avoid scratching or breakage.

  • Liquids/cosmetics: Ensure caps are tightly closed and place items in sealed polybags. Use sufficient padding to prevent leaks.

  • Apparel/footwear: Fold garments neatly and place each in a clean polybag. Keep shoes inside their retail box, then place that box in an outer carton.

  • Electronics/smart devices: Perform a factory reset and remove any personal data or accounts. Cover screens with a protective film if originally included.

  • Multiple items: Pack each item separately inside the same outer carton to avoid contact damage; include a clear list of the items and quantities returned.

  • Labels & paperwork:

    • Affix the shipping label to the outer carton only (not the retail box).

    • Remove or cover any old labels/barcodes.

    • Place a printed note inside with: Order number, RMA number (if applicable), return reason, item list/quantities, and your contact email/phone.

  • Prohibited packaging: No paper envelopes, thin mailer bags for hard goods, or unpadded packaging.

  • International returns: Mark customs as “Return to Merchant – No Commercial Value.”

  • Proof of packing (recommended): Take photos of the packed contents and sealed carton before shipment in case of carrier damage claims.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.