Return & Exchanges

At DouxCharm, we want you to be satisfied with your purchase. Please read our return and exchange policy carefully.

1. Eligibility for Returns and Exchanges

To be eligible for a return or exchange:

Items must be purchased from [Your Store Name].
Returns must be requested within 15 days of the delivery date.
Products must be in original condition, unused, unopened (if applicable), and in the original packaging.
Certain items, such as personal care products that have been opened for hygiene reasons, may not be eligible for return.

2. Non-Returnable Items

The following products cannot be returned or exchanged:

Opened cosmetics or personal care items
Gift cards or promotional items
Clearance or final sale items
Custom or personalized products

3. Return Process

To initiate a return:

Contact us at [Your Email] with your order number and reason for the return.
Our team will provide a Return Authorization (RA) number and instructions for shipping the item back.
Ship the item using a trackable shipping service. Customers are responsible for return shipping costs unless the return is due to our error or defective products.

4. Exchanges

Exchanges are available for defective or incorrect items.
If you wish to exchange a product for a different size, color, or variant, please contact us at [Your Email] for instructions.
We will ship the replacement product once the original item is received and inspected.

5. Refunds

Refunds will be issued to the original payment method after we receive and inspect the returned item.
Processing time for refunds may take 5–10 business days after receiving the item.
Original shipping fees are non-refundable, except in cases where the return is due to our error.

6. Defective or Damaged Items

If you receive a defective or damaged item, contact us within 7 days of delivery with photos of the product.
We will arrange a free replacement or refund.
Do not discard the damaged packaging until our team confirms the resolution.

7. International Returns

Customers outside HongKong are responsible for return shipping costs, customs duties, and taxes.
We recommend using a trackable shipping service for international returns.

8. Important Notes

We reserve the right to refuse returns that do not meet these conditions.
All returns are subject to inspection to ensure items are in original condition.
Returns and exchanges are processed according to availability of stock.

9. Contact Information

If you have any questions or need assistance with returns or exchanges, contact us:

Email: douxcharm@service.com
Address: Unit 1203, 12/F, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong