Customers have 15 calendar days from the date they receive their order to request a return or exchange.

If you are not satisfied with your purchase, or if you receive an item that is defective, damaged in transit, incorrect, or otherwise does not match your order, you may contact us within this period to request a return or exchange.

The 15-day period is calculated in calendar days, including weekends and public holidays.

To protect your after-sales rights, please submit your request through our customer service email within the applicable return and exchange window.

If shipping delays, product issues, or other exceptional circumstances prevent you from submitting a request within this period, we will review your situation reasonably and in accordance with applicable law.

If applicable law provides a longer return period or additional consumer protections, those legal requirements will take precedence.

To help ensure a smooth return or exchange process, returned items should, whenever reasonably possible, meet the following conditions:

• The product and its accompanying accessories are complete.
• The product has not been damaged due to improper use, storage, or handling.
• The original packaging and included materials are kept intact whenever possible.
• A valid order number or other proof of purchase is available.
• The return or exchange request includes a clear explanation of the reason and any necessary supporting information.

If an item has a quality issue, was damaged during shipping, does not match the order, or involves another issue attributable to us, we will review the circumstances and provide an appropriate return, exchange, or refund solution.

Please note that normal signs of use, minor packaging changes, or other conditions that do not affect the product's actual functionality do not automatically mean that you lose any after-sales rights provided by law.

We will not use this policy to exclude any applicable warranty rights, return rights, or other consumer protections provided by law.

dovetailry provides free after-sales processing for return and exchange requests that qualify under this policy.

Customers are not required to pay return or exchange service fees.

This includes:

• No return service fees for eligible return requests.
• No exchange service fees for eligible exchange requests.
• No additional return or exchange processing fees for requests that qualify for free service.

If a return or exchange requires special shipping arrangements, we will communicate the details with you in advance. We will not charge you any related fees without prior notice.

For issues involving defective products, shipping damage, incorrect items, or other circumstances for which we are legally responsible, related costs will be handled in accordance with applicable law and this policy.

To ensure that returned items are properly received, identified, and processed, dovetailry arranges return processing through designated warehouses based on each customer's location.

Different regions may have different designated return warehouses. Therefore, customers should not send returned items directly to our registered business address or the original shipping address displayed on the website.

Please follow the return process below:

Please keep the following in mind:

• Do not choose a return address on your own.
• Do not send items to the original shipping address.
• Do not send items to our registered business address.
• Do not use any warehouse address that has not been confirmed by our customer service team.
• Make sure you have received our return instructions before shipping any items back.

If an item is returned without prior confirmation, the package may not be properly identified, received, or processed. For this reason, we strongly recommend contacting our customer service team before making any return arrangements.

Return Inquiries:

Once you submit a refund request, we will review it based on your order details, the reason for the request, and any supporting documentation provided.

Our general refund process is as follows:

1. Submit your refund or return request through our customer service email.
2. Our customer service team reviews your order and the information provided.
3. If the item needs to be returned, we will provide the designated return warehouse address and instructions.
4. Once the returned item is received, we may conduct an appropriate inspection depending on the circumstances.
5. After your refund request is approved, we will initiate the refund process.
6. The refund will be issued to your original payment method in accordance with the applicable payment provider's procedures.

If applicable law allows or requires a refund without first requiring the item to be returned, we will handle the request accordingly.

We will not unreasonably delay refunds for eligible requests.

For refund requests that have been approved and formally initiated, we expect the refund process to be completed within 7 business days.

Refunds are generally issued to the original payment method used for the purchase.

Please note that the actual time it takes for funds to appear in your account may depend on several factors, including:

• Processing times of your bank or credit card issuer.
• Settlement procedures of the payment service provider.
• Weekends and public holidays.
• The status of your original payment account.
• Technical or processing delays involving other payment channels.

If your refund has not appeared after the expected 7-business-day period, we recommend checking the transaction status with your bank or payment provider first. You may also contact us through our customer service email for assistance.

If any exceptional circumstances may affect the expected refund timeline, we will make reasonable efforts to communicate with you promptly.

Any refund deadlines required by applicable law will take precedence over the estimated processing time stated in this policy.

Refund amounts are determined based on the amount actually paid, the reason for the return, and the applicable refund rules.

The following principles apply:

• For products eligible for a refund, we will process the approved refund amount.
• For returns resulting from defective products, incorrect items, or other issues attributable to us, we will fulfill our obligations in accordance with applicable law.
• For customer-initiated returns, the refund amount will be determined based on the actual order details and applicable policy.
• We will not deduct additional fees from refunds without authorization.
• Original shipping charges and other amounts that must legally be refunded will be handled in accordance with applicable law.

If only part of an order is returned, the refund amount will be calculated based on the items returned and the original payment details.

If an order qualified for free shipping, but a partial return causes the remaining order value to fall below the free shipping threshold, we will not deduct additional charges from your refund without prior clear disclosure and a lawful basis for doing so.

If you receive an item that is defective, damaged during shipping, incorrect, or otherwise qualifies for an exchange, you may request an exchange within 15 calendar days of receiving your order.

When submitting an exchange request, please provide:

• Your order number.
• Product name.
• Reason for the exchange.
• A detailed description of the issue.
• Relevant photos or videos, if necessary.

Once we receive your request, our customer service team will review the order and the circumstances and provide instructions for the next steps.

If your exchange request is approved, we will assist with the exchange based on product availability, shipping arrangements, and the specific circumstances.

If the original item cannot be exchanged, the product is out of stock, or an exchange cannot otherwise be completed, we will discuss other reasonable solutions with you, including a refund where applicable.

Exchange Fee: $0.

Specific shipping and return arrangements for exchanges will be confirmed by our customer service team.

If you receive an item with any of the following issues, please contact us as soon as possible:

• The product was damaged during shipping.
• The product has an apparent manufacturing or quality defect.
• The product does not match the description or details of your order.
• The product's model, specifications, or quantity are incorrect.
• One or more items are missing from your order.
• The product has another issue that affects its normal use.

To help us resolve the issue efficiently, please provide:

1. Your order number.
2. The product name and relevant details.
3. A clear description of the issue.
4. Photos or videos of the product and its packaging, where applicable.

Once we receive the necessary information, we will investigate the matter and provide an appropriate solution based on the circumstances and applicable law.

Possible resolutions may include a free replacement, a refund, or another reasonable arrangement.

For product quality issues that are legally our responsibility, we will not require customers to bear costs that applicable law requires us to cover.

If the tracking information shows that your order has been delivered but you have not actually received the package, or if your package appears to have been lost during transit, please contact us promptly.

We will assist in verifying the delivery status using your order details and available tracking information.

While the investigation is underway, please keep any relevant tracking records, order confirmation emails, and other supporting documentation.

If it is confirmed that the product was not delivered as agreed, we will provide an appropriate resolution based on the circumstances and applicable law.

Where delivery responsibility legally rests with us, a tracking status showing "Delivered" does not automatically establish that we have fulfilled all of our delivery obligations.

If you wish to cancel an order, please contact us as soon as possible before the item ships.

Cancellation requests will be reviewed based on the current status of your order.

For orders that have not yet shipped and qualify for cancellation, we will assist with the cancellation and refund process.

If your order has already entered the shipping or delivery process, we may no longer be able to stop the shipment directly. However, you may still request a return or refund in accordance with this policy and applicable law.

If an order must be canceled due to insufficient inventory, inability to fulfill the order, or another issue attributable to us, we will notify you promptly and handle any payments received in accordance with applicable law.

If we are unable to ship your order within the promised shipping timeframe, we will notify you in accordance with applicable U.S. federal law and relevant regulations. Where required, you will be given the option to accept the delay or cancel the order and receive a refund.

We will review the following special circumstances based on the individual situation and applicable law:

• Product packaging was damaged during transit.
• Some product accessories or components are missing.
• The issue cannot be adequately verified through ordinary photographs.
• The product differs materially from the information displayed on our website.
• Return or exchange procedures are delayed due to shipping or other circumstances beyond our control.
• The product has a quality issue that requires further inspection.

If a request does not meet the standard return or exchange conditions, we will explain the relevant reasons based on the circumstances.

However, if applicable law provides additional rights to a return, repair, replacement, or refund, we will comply with those legal requirements.

To protect the legitimate interests of both our customers and our business, we may review return and refund requests that involve apparent irregularities or suspected fraudulent activity.

Examples include:

• Submitting false order details or proof of purchase.
• Intentionally misrepresenting the cause of product damage.
• Providing photos or information that do not accurately reflect the actual product.
• Repeatedly submitting clearly unreasonable refund requests for the same order.
• Engaging in other suspected fraudulent activities or abuse of after-sales services.

If we have reasonable concerns about a request, we may ask you to provide additional supporting documentation.

During the review process, we will handle your request in accordance with applicable law and the actual circumstances. We will not deny service solely because you exercise your lawful return or refund rights.

Nothing in this Returns, Exchanges & Refund Policy limits any statutory consumer rights you may have under applicable U.S. federal or state laws.

Depending on your state of residence and the circumstances of the transaction, you may have additional legal protections relating to product warranties, refunds, order cancellations, and other consumer rights.

If any provision of this policy conflicts with applicable law, the applicable legal requirements will prevail.

This policy does not constitute a waiver of any consumer rights, warranties, or remedies that cannot legally be excluded or limited.

For customers in California and other jurisdictions with additional consumer protection requirements, we will fulfill our obligations in accordance with applicable law.

When processing return, exchange, and refund requests, we may need to collect information provided by customers, including order numbers, contact details, product photographs, and other relevant after-sales documentation.

This information will be used only as necessary to process after-sales requests, verify orders, provide customer support, and fulfill related legal obligations.

We handle and protect customer personal information in accordance with applicable law and our website's Privacy Policy.

We will not disclose customer-provided after-sales information to unrelated third parties without a lawful basis or proper authorization.

We may make necessary changes to this Returns, Exchanges & Refund Policy to reflect changes in our business operations, after-sales procedures, or applicable laws and regulations.

Any updated version will be published on this page along with the latest revision date.

If applicable law requires customer notification or consent for significant changes, we will fulfill those obligations accordingly.

Policy updates will not retroactively deprive customers of statutory rights they have already acquired under applicable law.

We encourage customers to review this page before making a purchase or submitting an after-sales request to stay informed about our latest policies.

If you would like to request a return, exchange, or refund, or if you have any questions about this policy, please contact us using the information below.

Thank you for choosing dovetailry. Your satisfaction and trust are what motivate us to continually improve our service.