Refund Policy

This policy applies to purchases from Doonx, LLC, a U.S. limited liability company. Our business is managed and operated from Shenzhen, China.

If you need help with a return, refund or product issue, contact support@doonx.com with your order number and the details below.

Returns Policy

Standard products: You may request a change-of-mind return within 14 calendar days after receiving a standard product that has not been customised or cut to size. The goods must be unused, unaltered and in resalable condition.

Custom products: Custom-made, cut-to-size, printed, machined or otherwise fabricated products are not eligible for change-of-mind returns. This restriction does not prevent you from reporting defective, incorrect or non-conforming goods.

Contact us before sending anything back. We review the request and provide the return authorisation, correct return address and instructions for an eligible return.

Requesting and Packing Your Return

To request a return, email support@doonx.com and include:

• Your order or invoice number.
• The product and quantity you wish to return.
• The reason for the return.
• Photos, measurements or other relevant information if there is a product issue.

Please wait for our return instructions before shipping. Use the return address supplied in our authorisation, rather than sending goods to an address listed elsewhere on the website.

Pack the goods securely using the original packaging where available, or equivalent protective packaging. Include your order number and any return reference we provide, and keep evidence of dispatch and tracking.

Return damage caused by inadequate packaging may affect the refundable amount where permitted by law. We will explain any proposed adjustment after inspection.

Return Shipping and Fees

For a voluntary return of a standard product without a quality issue, unless applicable law requires otherwise:

• You pay the return shipping cost.
• The original outbound shipping charge is not refundable.
• We do not charge a restocking fee.

The eligible product refund is based on the amount actually paid for the returned goods.

For an accepted defect, incorrect-item or transport-damage claim, we will confirm any necessary return or collection arrangements and related costs as part of the resolution, subject to applicable law.

Damaged, Incorrect or Non-Conforming Goods

Please inspect your order upon receipt and before cutting, machining, installing or otherwise using the goods. Contact us as soon as you discover suspected damage, a shortage, an incorrect item or a quality issue.

Where possible, provide:

• Your order number and a description of the issue.
• Photos of the goods and any relevant dimensions or measurements.
• For transport damage, photos of the outer packaging and shipping label.

Keep the packaging and affected goods while the issue is reviewed. For truck deliveries with visible external damage, we recommend recording it on the delivery receipt. Contact us before returning damaged goods so we can agree suitable handling.

We assess product issues against the agreed material description, specifications, drawings, surface finish and tolerances. 

Surface condition: Our engineering materials are supplied primarily for industrial use and further processing. Manufacturing, cutting, storage and handling can leave scratches, scuffs and other surface marks. Except for acrylic sheets or where a specific surface finish is stated or agreed, a cosmetic or scratch-free appearance is not part of our standard supply requirements. Such marks are not considered defects provided they do not affect material performance or compliance with agreed specifications and tolerances.

Please give us a reasonable opportunity to investigate. Avoid further processing or use that could worsen a suspected defect or prevent assessment. This does not exclude claims for defects that could not reasonably be identified before use.

For an accepted claim, we will arrange an appropriate repair, replacement or refund, according to the circumstances and applicable law. Any additional commercial warranty applies only where expressly stated for the product or agreed for the order.

The 14-day change-of-mind return period does not restrict mandatory rights concerning defective, incorrect or non-conforming goods. Further information on transport issues is available in our Shipping Policy.

Refunds

Once we have received and inspected an authorised return and approved the refund, we will submit the refund to the original payment method within 3 working days.

We will notify you of the review outcome and any refund amount. If a physical return is not required, we will confirm the refund arrangements directly with you.

The 3-working-day period is our processing time. Your bank, card issuer or payment provider may need additional time to credit the funds. Working days exclude weekends and applicable public holidays.

If an approved refund has not appeared, contact us with your order number so we can check its status and provide any available refund reference.

Order Changes and Cancellations

Contact us promptly if you need to change or cancel an order. We will check its progress and confirm the available options.

Once materials have been cut, printed, machined or otherwise customised, cancellation for a change of mind is normally unavailable, even if the goods have not shipped. Any accepted cancellation and resulting refund will be confirmed according to the agreed order terms and work already completed. Deposits for quotation and PO orders follow those agreed arrangements.

If a freight adjustment cannot be agreed before processing starts, we do not begin processing, and you may cancel the unprocessed order and receive a refund.

If we cannot fulfil an order as agreed, we will discuss a suitable alternative for your approval or refund payment for the unfulfilled goods. These provisions do not exclude remedies required by applicable law.

Contact

Doonx, LLC
Email: support@doonx.com
Operating address:
No. 816, Meilong Blvd, Longhua District,
Shenzhen, Guangdong Province, China
Contact page: Contact DoonX

This policy should be read with our Terms of Service. Nothing in this policy limits rights or remedies that cannot lawfully be excluded.