General Terms:
Dove Beauty Wellness reserves the right to update the rules when necessary, and the updated version will be published on dovebeautywellness.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Dove Beauty Wellness immediately. All buyers are deemed to accept the rules if they are using the services provided by Dove Beauty Wellness. Dove Beauty Wellness's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. The period of Return & Refund request filed exceeds, Dove Beauty Wellness reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by reaching out to dovebeautywellness.com/contact-us to cancel the order.
If the Dove Beauty Wellness cannot fulfill the buyer's order within the order processing time indicated on the product page, under the condition, but not limited to no stock or other conditions, Dove Beauty Wellness has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Dove Beauty Wellness has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Dove Beauty Wellness should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Dove Beauty Wellness shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Dove Beauty Wellness will abide by the policy under this condition.
If Dove Beauty Wellness accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Dove Beauty Wellness's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Dove Beauty Wellness shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Dove Beauty Wellness shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Dove Beauty Wellness and buyer or others, Dove Beauty Wellness must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Dove Beauty Wellness. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Dove Beauty Wellness has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Dove Beauty Wellness.
Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Dove Beauty Wellness Rules
For Unshipped Orders
The Return & Refund request is made within the stated processing time.
1) Dove Beauty Wellness has 3 business days to process the request after the buyer submits it.
2) If Dove Beauty Wellness fails to process (accept or reject) the refund request within 3 business days, Dove Beauty Wellness will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped.
1) Dove Beauty Wellness has 10 business days to process the request after the buyer submits it.
2) If Dove Beauty Wellness fails to process (accept or reject) the refund request within 10 business days, Dove Beauty Wellness will refund the order.
2. Goods Returned in Transit
• If the package is sent back to Dove Beauty Wellness during transit for any reason, and the buyer applies for a refund, Dove Beauty Wellness should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Dove Beauty Wellness should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
• If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Dove Beauty Wellness should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
1) Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
2) Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
3) The products need to be returned to Dove Beauty Wellness, if our Dispute Team asks for a return in Dispute.
4. Wrong Receipt Information
• If the buyer puts wrong receipt information on an order, the buyer should contact us via dovebeautywellness.com/contact-us to request us to update the order with the correct receipt information.
• Please note the receipt information correction or order cancellation are not guaranteed.
• If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
• If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Dove Beauty Wellness shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
• If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
• If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Dove Beauty Wellness, Dove Beauty Wellness should check the proof and give a response within 3 business days.
• If the proof checked by Dove Beauty Wellness is not showing the problem clearly and or if the proof checked by Dove Beauty Wellness is not showing the problem clearly, the proof is invalid, and the Dove Beauty Wellness has the right to reject the buyer's refund request.
• If the buyer's proof shows a problem clearly after being checked by the Dove Beauty Wellness, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Dove Beauty Wellness should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Dove Beauty Wellness should refund the order within 3 business days of the refund request.
• If proof is valid, and buyer requests redelivery, Dove Beauty Wellness should redelivery within 5 business days of proof approval. Please note Dove Beauty Wellness has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
• If Dove Beauty Wellness verifies the tracking number is wrong, and Dove Beauty Wellness fails to provide the correct one within 4 business days, Dove Beauty Wellness will refund the order.
6.2 Untimely Tracking Info Updates
• If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Dove Beauty Wellness require refund order within 3 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
• If the transit time exceeds the estimated delivery time by 10 days or more and Dove Beauty Wellness fails to provide any valid tracking updated info, the buyer may apply for a refund. Dove Beauty Wellness requires refund order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.4. Shipping Method Limits
• Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Dove Beauty Wellness lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
6.5 Force Majeure
• Dove Beauty Wellness takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Dove Beauty Wellness will notify you by Dove Beauty Wellness Chat, Skype, Email, Line, WhatsApp etc.
6.6 Destination Limits
• Due to limited international transportation, Dove Beauty Wellness will not accept any disputes when your orders are shipped to the following countries:
• Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
• When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through dovebeautywellness.com/contact-us.
• Dove Beauty Wellness will try its best to assist buyers in these special circumstances in a timely manner. After notifying Dove Beauty Wellness, Buyers should expect a decision from Dove Beauty Wellness on these types of issues no later than two weeks.
• Dove Beauty Wellness takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Dove Beauty Wellness will notify you by Dove Beauty Wellness Chat, Skype, Email, Line, WhatsApp etc.
Return
Products can be returned to warehouses only. But we do not suggest returning products to our warehouses, because if it requires international shipping the cost is high and it takes at least 3 months to arrive at Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Dove Beauty Wellness and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Dove Beauty Wellness.
Orders Cancellation
For orders cancellation, Dove Beauty Wellness offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Dove Beauty Wellness has planned and prepared for you after payment.
Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable
Unacceptable Disputes
Dove Beauty Wellness shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Dove Beauty Wellness to help deal with the after-sale issues.
