Dowell Return & Refund Policy

Return & Refund Policy

We offer a 30-day return from the date the buyer receives the product if you are not satisfied with your purchase. To qualify for a return, the item must be in new, unassembled and unused condition, securely packaged in its original packaging.

The buyer is responsible for paying the return shipping fee. A 15% restocking fee will be applied to all returns.

  • Used or modified items are not eligible for return.
  • Custom-made products, special orders, and any items marked as final sale/clearance on the product listing page, invoice, or quote are non-returnable.
  • The buyer is responsible for paying the return shipping fee.
  • If your item arrives damaged or defective, please refer to the section below for instructions.

All returns must be pre-approved before being shipped back. To request a return, please contact us with your order number and product details. We will respond within 1 business day with return instructions. Please ensure the item is carefully wrapped and packaged. Returns are only accepted within 30 days of receipt of the product.

All returned items must arrive at our fulfillment center in their original, unused condition. Once received, the item will be inspected. If no damage is found, your refund will be processed promptly. If the item is damaged or not in original condition, additional fees may apply. A member of our customer service team will contact you directly. We reserve the right to refuse returns that are damaged or do not meet our return criteria.

Damaged or Defective Items

If your order arrives damaged, you must report it within 72 hours of receipt. It is important to inspect your item promptly and notify us within this timeframe.

For damaged items, please follow the steps below to file a damage report. Buyers may request a replacement or refund. Dowell will determine whether the damaged items need to be returned.

  1. Email several photos of the damaged item to order@dowell.com.
  2. Include close-up and wide-angle shots of the damaged area, all sides of the shipping box, and a clear image of the shipping label or BOL (Bill of Lading).
  3. Provide your order number and contact information in the email.

After submitting your report, our team will respond within 1 business day. Please note that response times may be slightly longer during holidays. We may request additional materials—such as a video or more photos—to process your report.

Once your report is approved, we will arrange a replacement or issue a refund.

If you need assistance, our customer service team is always here to help at order@dowell.com.