Refund policy

RETURNS & REFUNDS POLICY

At Dony by Donya, we strive to provide our customers with a transparent and satisfactory shopping experience. However, due to the nature of cosmetic products, and for hygiene, safety, and consumer protection reasons, we apply the following Returns & Refunds Policy.

HOW TO START A RETURN

Before initiating a return, please carefully review this policy.

To request a return, you must send an email to returns@dony.com including your order details. No item will be accepted for return without a prior email request.

Once your request has been reviewed, you will receive an email notification informing you whether the return has been approved or rejected, along with further instructions.

WHAT IS OUR RETURNS POLICY?

  • Return requests must be submitted within 14 days of receiving the order.
  • Only cosmetic products that remain sealed, unopened, and unused are eligible for return.
  • For hygiene and safety reasons, opened, used, or tampered cosmetic products cannot be returned.
  • Items that do not meet our return requirements will be sent back to the customer.
  • If a product was purchased as part of a set, kit, or collection, the complete set must be returned.
  • Only products purchased directly through our website are eligible for return.
  • If you receive a damaged or defective product, please contact our support team and include your order number and a photo of the issue for evaluation.

ARE THERE ANY RETURN FEES?

  • Return shipping costs are the customer’s responsibility, except in cases of error or defective products attributable to Dony by Donya.
  • Original shipping costs are non-refundable.

FREE SHIPPING & DISCOUNT CODES

When an order has benefited from free shipping, whether through an automatic promotion or the use of a discount code, this benefit is granted as a commercial advantage and does not mean that shipping costs did not exist.

The customer acknowledges that, in such cases, the shipping cost was previously covered by Dony by Donya at the time the order was dispatched.

Therefore, in the event of a return or order rejection, the following conditions apply:

  • The free shipping benefit will be automatically voided, as the shipping service has already been provided.
  • The actual cost of the original shipping will be deducted from the total refundable amount, even if this cost was not paid by the customer at checkout.
  • This deduction applies to both standard returns and orders rejected due to unpaid customs charges, provided there is no error attributable to Dony by Donya.

For orders placed using a discount code:

  • Discount codes are non-refundable and non-reusable, in whole or in part.
  • The value of the discount applied will not be refunded or transferred to future purchases.
  • The use of any discount code implies express acceptance of these conditions.

TAXES, CUSTOMS & REJECTED ORDERS

Orders shipped to certain destinations may be subject to customs duties, taxes, or import charges imposed by local authorities in the destination country. These charges are the sole responsibility of the recipient and are not controlled by Dony by Donya.

Order rejection due to unpaid customs charges

If a customer decides not to pay the required customs charges and the order is held, rejected, or returned to the sender, this situation will be considered a customer decision and not a seller error.

Partial refund in exceptional cases

If the order is ultimately returned to our facilities, Dony by Donya may, on an exceptional basis, assess the possibility of issuing a partial refund, provided that:

  • The package is received back at our warehouse.
  • The products remain unopened, unused, and in their original packaging, in resalable condition.

Refund calculation for orders rejected due to customs

If a partial refund is approved, the following costs will be deducted from the refundable amount:

  • The original shipping cost, even if free shipping or a discount code was applied.
  • The return shipping cost.
  • Any additional charges applied by the courier, customs authorities, or administrative services.
  • Costs related to customs retention, storage, or processing.

If the total incurred costs equal or exceed the value of the order, no refund will be issued.

WHEN WILL I RECEIVE MY REFUND?

  • Refunds will be processed only after the returned order has been received and inspected.
  • Inspection may take up to 14 days from the date the return is received.
  • If approved, the refund will be issued using the original payment method.
  • The time it takes for the refund to appear will depend on your bank or payment provider.

EXCHANGES

We currently do not offer exchanges for our cosmetic products.

Only returns with refunds are accepted, subject to the conditions outlined in this policy.

By placing an order with Dony by Donya, the customer confirms that they have read, understood, and accepted this Returns & Refunds Policy, including all sections related to free shipping, promotions, and customs charges.