Return & Refund Policy
Returns, Refunds & Exchanges Policy
Last Updated: August 8, 2026
At DOMURELA, we want you to feel confident and satisfied with your purchase.
Eligible items may be returned within 30 days of delivery.
Approved returns will generally be refunded to the original payment method after the returned item has been received and inspected.
Please read this policy carefully before requesting a return, refund, or exchange.
30-Day Return Policy
You may request a return within 30 days from the date your order is delivered.
To be eligible for a standard return, the item generally must be:
- Unused
- Uninstalled, where applicable
- Unmodified
- In its original condition
- Free from damage caused after delivery
- Returned with all included parts and accessories
- Returned with instructions or manuals, where applicable
- Returned with the original packaging where reasonably possible
- Accompanied by valid proof of purchase
Opening a package solely to inspect an item does not automatically make the item ineligible for return, provided the product remains unused, undamaged, and otherwise meets the return conditions.
Products showing signs of use, installation, modification, damage, excessive wear, or improper handling may not qualify for a full refund.
How to Request a Return
Before returning any item, please contact DOMURELA Customer Support at:
Email: support@domurela.com
Please include:
- Your full name
- Your order number
- The email address used during checkout
- The product you wish to return
- The reason for the return
- Clear photographs or videos, where relevant
- Photographs of the package and shipping label if the item arrived damaged or incorrect
Our Customer Support team will review your request and provide return instructions.
Please do not send a return without receiving return instructions from us first.
Because some DOMURELA orders may be fulfilled from different warehouses or fulfillment centers, the correct return destination may vary depending on the product and order.
Returning an item to an unauthorized or incorrect address may result in delays or may prevent us from processing the return.
Return Shipping Costs
Unless the product is:
- Damaged
- Defective
- Incorrect
- Missing required components
- Otherwise subject to a mandatory return right under applicable law
the customer is generally responsible for the cost of return shipping.
Where DOMURELA is responsible for the return because we sent an incorrect, damaged, or defective item, we may provide:
- A prepaid return label
- Reimbursement of reasonable return shipping costs
- A replacement without requiring return of the original item
- Another appropriate solution
depending on the circumstances.
We strongly recommend using a trackable shipping service for customer-paid returns.
Please keep your shipping receipt and tracking information until your return and refund have been completed.
DOMURELA cannot guarantee receipt of return packages sent without tracking.
Return Authorization
All returns must be authorized before they are shipped.
Once your return request is approved, we will provide instructions containing the appropriate return information.
Please do not return merchandise to an address shown on:
- The original shipping label
- Product packaging
- Our website contact page
- A warehouse label
- A carrier label
unless DOMURELA Customer Support specifically instructs you to do so.
The original fulfillment address may not be the correct return address.
Refunds
After we receive and inspect your returned item, we will notify you whether the refund has been approved.
If approved, your refund will generally be issued to the original payment method used for the purchase.
Depending on your bank, credit-card issuer, PayPal, Shopify Payments, or other payment provider, additional processing time may be required before the refund appears in your account.
DOMURELA does not control the processing time of banks or payment providers after a refund has been issued.
What Is Included in a Refund?
For an eligible standard return, the refund generally covers the amount paid for the returned product.
The following charges are generally non-refundable, unless the return resulted from our error or applicable law requires otherwise:
- Original shipping charges
- Priority shipping fees
- Expedited shipping fees
- Shipping protection fees that have already been used or provided
- Customer-paid return shipping costs
- Customs duties
- Import taxes
- Brokerage charges
- Other third-party charges
If your item was damaged, defective, incorrect, or otherwise affected by an error for which DOMURELA is responsible, additional charges may also be refunded where appropriate.
Partial Refunds
In certain circumstances, only a partial refund may be available.
Examples may include an eligible returned item that:
- Shows signs of use
- Is missing parts
- Is missing accessories
- Has damaged packaging beyond what was reasonably necessary to inspect the product
- Has been altered
- Has been improperly handled
- Has lost value because of customer-caused damage
Any deduction will be reasonable and applied only where permitted by applicable law.
Exchanges
To request an exchange, please contact:
Please contact us before returning the item.
Exchanges are subject to product availability.
We cannot guarantee that a requested:
- Color
- Size
- Style
- Variation
- Quantity
- Replacement product
will remain available.
If the requested replacement is unavailable, we may offer:
- A refund to the original payment method
- Store credit, where you agree
- A suitable alternative product
- Another appropriate resolution
For faster service, in some situations we may recommend returning the eligible item for a refund and placing a new order separately.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives:
- Damaged
- Defective
- Broken
- Incomplete
- Incorrect
- Missing essential parts
- Significantly different from the item ordered
please contact us within 14 days of delivery.
Email: support@domurela.com
Please use one of the following subject lines where appropriate:
DAMAGED ITEM
DEFECTIVE ITEM
INCORRECT ITEM
Please include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs or videos of the product
- Photographs of the outer shipping package
- A photograph of the shipping label
- Photographs clearly showing any damage, defect, or incorrect item
- Photographs of all relevant parts or accessories
Please keep the item and all original packaging until your claim has been reviewed.
Do not discard or modify a product involved in a claim unless instructed to do so by DOMURELA Customer Support.
Resolution for Damaged, Defective, or Incorrect Items
After reviewing and verifying your claim, we may offer an appropriate resolution such as:
- Replacement
- Full refund
- Partial refund
- Store credit, where agreed
- Replacement parts
- Another appropriate remedy
depending on the nature of the issue and applicable law.
In some cases, returning the item may not be necessary.
Please wait for instructions before returning or disposing of the product.
Missing Items
Some DOMURELA orders may be fulfilled from different warehouses or fulfillment centers.
As a result, items from the same order may arrive in separate packages.
Before reporting an item as missing, please review:
- Your order confirmation
- Shipping confirmation emails
- All tracking numbers associated with your order
- The contents of every package received
If an item is still missing, please contact:
Use the subject line:
MISSING ITEM
Please provide:
- Your full name
- Your order number
- The name of the missing product
- A list of the products received
- Photographs of the shipping package
- A photograph of the shipping label
- Photographs of all products received
We will review the shipment information and, where appropriate, work with our warehouse, fulfillment, and delivery partners to investigate.
Non-Returnable Items
Unless an item is damaged, defective, incorrect, or returnable under applicable law, certain items may not be eligible for standard return.
These may include:
- Items that have been used
- Items that have been installed
- Items that have been permanently assembled
- Items that have been modified or altered
- Personalized or customized products
- Gift cards
- Digital products or downloadable content
- Clearance items clearly identified as Final Sale before purchase
- Promotional gifts or complimentary items
- Items returned after the applicable return period
- Products damaged through misuse
- Products damaged through improper installation
- Products damaged through negligence
- Products damaged because product instructions were not followed
- Products with missing essential components
- Products not purchased directly from DOMURELA
Certain products may also become non-returnable once their functional protective packaging has been permanently removed if they cannot reasonably be resold for safety or hygiene reasons.
Any such restriction will be subject to applicable law.
Adhesive and Installation Products
Certain DOMURELA products may use:
- Adhesive backing
- Mounting strips
- Stickers
- Protective films
- Suction mechanisms
- Other installation components
Please carefully verify:
- Product dimensions
- Surface compatibility
- Installation requirements
- Intended use
before permanent installation.
Products that have been permanently installed, adhered, cut, drilled, modified, or otherwise materially changed by the customer may not qualify for a standard change-of-mind return.
This restriction does not apply where the product itself is defective or where applicable law provides otherwise.
Products with Signs of Use
Products returned with clear signs of use may not qualify for a standard refund.
Signs of use may include:
- Scratches caused after delivery
- Stains
- Odors
- Dirt
- Water damage
- Missing components
- Installation marks
- Adhesive residue
- Customer-caused breakage
- Unauthorized modification
- Excessive wear
We may reject the return or reduce the refund to reflect loss in value where permitted by applicable law.
Order Cancellations
To request an order cancellation, please contact us as soon as possible at:
Use the subject line:
ORDER CANCELLATION
Please include:
- Your full name
- Your order number
- The email address used to place the order
We will make reasonable efforts to cancel your order before fulfillment begins.
However, cancellation is not guaranteed.
Orders that have already been:
- Processed
- Packed
- Submitted to a fulfillment partner
- Transferred to a carrier
- Shipped
may no longer be cancellable.
Once an order has shipped, an eligible product must normally follow the standard return process after delivery.
Refused Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused without prior authorization, the customer may be responsible for costs resulting from the refusal, where permitted by applicable law.
These may include:
- Original shipping fees
- Return shipping costs
- Carrier handling charges
- Customs charges
- Other directly incurred shipping costs
Please contact us before refusing a delivery whenever possible.
Unclaimed and Undeliverable Packages
Customers are responsible for providing complete and accurate delivery information.
If a package is returned because of:
- Incorrect address
- Incomplete address
- Failed delivery attempts
- Failure to collect the package
- Refusal of delivery
- Unpaid customs duties
- Import restrictions
we will review the circumstances and determine the available options.
These may include:
- Reshipment
- Refund
- Store credit
- Another appropriate solution
Where permitted by applicable law, costs resulting directly from incorrect information or failure to collect a package may be deducted from an otherwise available refund.
A replacement shipment may require payment of additional shipping charges.
Promotional and Bundled Products
Products purchased as part of:
- Buy One Get One promotions
- Multi-buy offers
- Product bundles
- Gift-with-purchase offers
- Discounted sets
- Other promotional arrangements
may need to be returned together.
If part of a promotional bundle is kept, the refund may be recalculated based on the value of the retained products.
For example, if a discount applied only because multiple products were purchased together, returning part of the bundle may result in the retained products being recalculated according to the applicable promotional terms.
Free gifts and promotional products may also need to be returned in their original condition.
Where permitted by applicable law, the stated or reasonable value of an unreturned promotional item may be deducted from the refund.
Sale and Final-Sale Products
Products sold at a discount are not automatically non-returnable.
If an item is specifically designated FINAL SALE before purchase, it may not qualify for a change-of-mind return.
Final-sale restrictions do not override rights relating to damaged, defective, incorrect, or otherwise legally protected purchases.
Refund Processing Time
After an approved refund is submitted by DOMURELA, the time required for the funds to appear in your account depends on your payment provider.
Banks, card issuers, PayPal, Shopify Payments, and other providers have their own processing times.
If you have received confirmation that DOMURELA has issued your refund but the refund has not appeared after a reasonable processing period, please:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Contact DOMURELA Customer Support if further assistance is required.
Late or Missing Refunds
If you believe an approved refund is missing, please contact:
Include:
- Your order number
- Your full name
- The email address used during checkout
- The date you received refund confirmation
We will check our available payment records and provide available transaction information.
Chargebacks and Payment Disputes
If you believe there is a problem with your order, we encourage you to contact DOMURELA Customer Support first so that we have an opportunity to investigate and resolve the issue.
Submitting a payment dispute does not prevent us from providing the payment processor with relevant records concerning the transaction, including:
- Order information
- Shipping information
- Tracking records
- Customer communications
- Refund records
- Delivery confirmation
Nothing in this section limits any right you may have to dispute a transaction under applicable law or the rules of your payment provider.
Your Legal Rights
This policy does not limit consumer rights that cannot legally be excluded.
Where applicable law provides a mandatory:
- Return right
- Cancellation right
- Right of withdrawal
- Statutory warranty
- Refund right
- Remedy for defective goods
those legal rights will apply regardless of any conflicting provision of this policy.
If you sell into markets outside the United States, additional local consumer-protection rules may apply.
Shopify specifically notes that merchants should make their return window, return location, return costs, refund timing, and customer contact information clear in their public refund policy.
Contact Information
For questions regarding:
- Returns
- Refunds
- Exchanges
- Damaged products
- Defective products
- Incorrect products
- Missing products
- Order cancellations
please contact:
DOMURELA Customer Support
Email: support@domurela.com
Website: www.domurela.com
Customer Service Hours:
9:00 AM–5:00 PM EST, Monday through Friday
We usually respond within one business day.
Response times may be longer during weekends, public holidays, promotional campaigns, or periods of unusually high inquiry volume.
When contacting us about an order, please include your order number and the email address used during checkout.