Refund policy
Thank you for choosing doia skincare! We strive to provide you with the best products and services. However, we understand that sometimes, returns or exchanges may be necessary.
We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened and in its original packaging. We cannot accept returns or exchanges for products that have been opened or used, unless they are defective or damaged.
To start a return, you can contact us at hello.doiaskincare@gmail.com with your customer order number, the goods which are being sent back, the reasons why and whether you would like an exchange or refund. Then our team will be able to provide you with detailed instructions and address details.
Items returned can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. We recommend to send your parcel with a track and trace option. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Hence, we recommend you email us with your proof of postage receipt to avoid such occasions.
Please note that postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.
Once we have processed your return a member of our team will contact you by email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement.
You can always contact us for any return question at hello.doiaskincare@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Minor product variations
Sometimes you may notice minor changes to products between batches. Please consider this as a positive sign of our commitment to using only natural and organic ingredients.
Non-returnable items
The following items are non-returnable:
- Products that have been opened, used or damage by the customer.
- Products returned after the specified return period.
Exchanges
If you are exchanging a product for another item of equal value, the exchange will be processed once we receive the returned product and verify its condition. If there is a price difference between the exchanged items, we will either issue a refund or charge the additional amount, depending on the circumstances. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Faulty item/Wrong order
Please inspect your order upon reception and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Lost or stolen packages
doia skincare is not responsible for lost or stolen packages. If you suspect that your package is lost or stolen, please contact the shipping carrier to initiate an investigation.
Modifications to the return policy
doia skincare reserves the right to update or modify this Returns Policy at any time without prior notice. Please check this page periodically for any changes.
If you have any questions or concerns regarding our Returns Policy, please contact our Customer Support team at hello.doiaskincare@gmail.com
Thank you for your understanding and cooperation.
Effective Date: 19/01/2026