Return and Refund Policy
Effective Date: August 31, 2026
Dovemarch® is operated by Wuhan Juyuan Tangchuang Network Technology Co., Ltd.
Registered Address:
Room 2, 2nd Floor, Building 2, Riyue Shanshui West District, Panlongcheng Economic Development Zone, Huangpi District, Wuhan City, Hubei Province, China
Postal Code: 430312
Customer Service and Privacy Email: service@dovemarch.com
Customer Service Phone: +1 (845) 830-6295
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM, U.S. Pacific Time (PDT)
1. Scope of This Policy
This Return & Refund Policy explains the rules that apply to:
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Voluntary returns when you change your mind
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Damaged, defective, incorrect, or incomplete products
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Order cancellations
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Refund processing
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Statutory withdrawal or cancellation rights
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Other mandatory consumer remedies
Our 30-day voluntary return program is a commercial return policy offered by Dovemarch®.
It does not replace, shorten, or restrict any statutory consumer right that applies to you under the laws of your country or region.
Unless expressly stated otherwise, “days” means calendar days.
2. Voluntary Returns Within 30 Days
If you change your mind about an eligible product, you may contact us to request a voluntary return within 30 calendar days after the date you receive the product.
The 30-day period is the deadline for submitting your return request to Dovemarch®. It is not the deadline by which the returned parcel must arrive at our return location.
To request a voluntary return, email:
Your request should include:
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Your order number
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The product you wish to return
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The reason for your return request
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Any other information reasonably necessary for us to identify your purchase.
To qualify for our voluntary change-of-mind return program, the product must generally be:
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Unused
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Clean
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Complete
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In substantially the same condition in which you received it
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Free from pet hair, stains, odors, dirt, chewing damage, washing damage, or other signs of use
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Returned with the accessories, components, manuals, or other items originally supplied with it, where applicable
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Accompanied by your order number or another reasonable form of proof of purchase.
Original packaging should be included where reasonably available, but absence of original packaging alone will not affect any mandatory legal right you may have.
Products that have been used, washed, contaminated, materially damaged after delivery, or altered by the customer may not qualify for a voluntary change-of-mind return.
These voluntary-return conditions do not apply in a way that prevents you from exercising rights relating to damaged, defective, incorrect, misdescribed, or otherwise non-conforming products.
3. Return Request and Approval Process
To start a return, contact:
Please provide:
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Your order number
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The name or description of the product
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The reason for your request
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Photographs or other evidence where reasonably relevant to a damaged, defective, incorrect, or incomplete order
For a voluntary change-of-mind return, please wait until we provide return instructions before sending the product.
Receiving return instructions allows us to identify your parcel correctly and direct it to the appropriate return location.
Deadline After Return Approval
After we approve a voluntary return and provide the applicable return instructions, you must hand the return parcel to the carrier within 3 calendar days.
The 3-day period is the deadline for dispatching the approved return, not the deadline for the parcel to arrive at our return location.
Please retain tracking information or other proof showing when the parcel was dispatched.
If you cannot dispatch the approved return within 3 calendar days, contact us at service@dovemarch.com before the deadline. We will review whether an extension can reasonably be provided.
This approval and dispatch procedure applies to our voluntary return program and does not invalidate a properly exercised statutory withdrawal, cancellation, or consumer right.
4. Return Destination and Address
Dovemarch® returns are handled through a return location in China.
The complete return address, including the applicable recipient name, street address, city, province, and postal code, will be provided to you by our Customer Support Team after your return request has been reviewed.
To obtain the complete return address and return instructions, contact:
Email: service@dovemarch.com
Please include your order number when requesting the address.
Important
Do not automatically send a return to our registered business address.
Our registered company address and the return address designated for a particular return may be different.
You should also not automatically return a product to:
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An address printed on the original shipping parcel;
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A carrier's address;
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A fulfillment-provider address;
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Our registered business address; or
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Any other address obtained independently,
unless our Customer Support Team specifically provides or confirms that address for your return.
Failure to use the return destination provided for your approved return may delay identification or processing of the parcel.
This return-address procedure does not prevent you from validly notifying us of a statutory withdrawal or exercising another mandatory consumer right.
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
A. Voluntary Change-of-Mind Returns
For an eligible voluntary return because you changed your mind, you are responsible for the direct cost of shipping the product to the designated return location in China, unless applicable law requires otherwise.
We recommend using a trackable shipping method and retaining proof of dispatch.
B. Damaged, Defective, Incorrect, or Incomplete Products
If a return is required because:
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The product was damaged before or during delivery;
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The product is defective;
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We sent the wrong product;
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The order is materially incomplete; or
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The problem was otherwise caused by Dovemarch® or our fulfillment process,
Dovemarch® will bear the reasonable return shipping costs required to provide the applicable remedy.
Depending on the circumstances, we may:
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Provide a prepaid return label;
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Arrange collection;
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Provide another return method; or
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Ask you to pay reasonable postage and reimburse the approved amount.
Please contact us before purchasing an unusually expensive return service.
C. Statutory Returns
Where applicable consumer law requires a different allocation of return costs, the applicable legal requirement takes priority over this Policy.
6. Original Shipping Charges
Whether the original outbound shipping charge is refunded depends on the reason for the return.
Voluntary Change-of-Mind Return
For a return made solely under our 30-day voluntary return program because you changed your mind, the original outbound shipping charge paid for the order is not refundable, except where applicable law requires otherwise.
If the original order qualified for free shipping, we will not deduct a hypothetical shipping fee from your merchandise refund.
Damaged, Defective, Incorrect, or Incomplete Order
If the entire order is refunded because the goods were damaged, defective, incorrect, materially incomplete, or because of another error for which Dovemarch® is responsible, we will refund the original delivery charge actually paid for that order where appropriate.
For a problem affecting only part of an order, any refund of associated shipping charges will depend on the circumstances and applicable law.
Statutory Withdrawal or Cancellation
Where applicable statutory withdrawal or cancellation laws require reimbursement of original delivery charges, we will provide that reimbursement as required.
For example, where applicable EU or UK distance-selling rules require it, the refund generally includes the cost of the standard delivery option, while any additional amount paid for a more expensive delivery method may not be refundable.
7. Damaged, Defective, Incorrect, or Missing Products
The unused, clean, and resaleable-condition requirements in Section 2 apply to voluntary change-of-mind returns.
They are not conditions that automatically apply to a claim involving a damaged, defective, incorrect, misdescribed, or incomplete product.
Please inspect your order after delivery and contact us as soon as reasonably possible if you discover:
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Shipping damage;
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A defective product;
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An incorrect product;
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Missing products or components;
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A product that materially differs from what you ordered; or
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Another material product problem.
To assist with prompt investigation, we request that you contact us within 30 days after delivery when damage, an incorrect item, or missing contents are immediately apparent.
Please provide:
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Your order number;
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A description of the issue; and
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Photographs of the product, packaging, shipping label, or damage where reasonably available.
If photographs are unavailable, we may consider other reasonable evidence.
The 30-day reporting request is intended to help us investigate shipping and fulfillment problems promptly. It does not extinguish rights relating to hidden defects, defects discovered later, or rights protected by a longer statutory period.
You do not need to keep a defective product unused merely to preserve a legal remedy where the defect becomes apparent during ordinary or reasonable use.
After reviewing the issue, we will contact you with the available resolution.
Depending on the circumstances and applicable law, the remedy may include:
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Supplying a missing product or component
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Replacement
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Repair where appropriate
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Exchange
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Price reduction
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Partial refund
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Full refund
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Another remedy required by applicable law.
Where the law gives you a right to choose a particular remedy, that right remains unaffected by this Policy.
8. Inspection and Refund Processing
Returned Products
After an authorized returned product reaches the designated return location, we will identify and inspect the return.
Once the inspection has been completed and the refund has been approved, Dovemarch® will initiate the applicable refund within 5–10 business days, unless applicable law requires us to refund you sooner.
The 5–10 business day period therefore begins after the return inspection has been completed and the refund has been approved, not merely when you first submit your return request.
We will notify you of the outcome of the return review.
If a voluntary return does not meet the disclosed eligibility conditions, we will explain the reason and any available next steps.
Refunds That Do Not Require a Physical Return
Where we determine that you do not need to return the product, the 5–10 business day processing period begins when we approve the refund.
Payment Method
Refunds will generally be issued to the original payment method, unless another method is agreed between us and permitted by applicable law.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post or display the credit in your account.
Any processing estimate in this section does not extend a mandatory statutory refund deadline.
9. Order Cancellation
You may submit an order cancellation request within 48 hours after placing the order by contacting:
The 48-hour period is a request window, not a guarantee that the order can be stopped.
Because fulfillment may begin shortly after an order is placed, we may be unable to cancel an order if:
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Processing has already progressed too far
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The order has entered fulfillment
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The parcel has been handed to a carrier
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Shipment has otherwise begun
Please contact us as soon as possible if you wish to cancel.
If we successfully cancel the entire order before shipment, we will refund the amount collected for the cancelled order, including any shipping charge paid, to the original payment method.
We will initiate an approved pre-shipment cancellation refund within 5–10 business days, or sooner where applicable law requires.
If we are unable to stop the order, this does not eliminate any statutory cancellation, withdrawal, return, defective-goods, or refund right that may apply after dispatch or delivery.
10. EU Statutory Right of Withdrawal
Where European Union distance-selling consumer law applies to your purchase, your statutory withdrawal rights apply independently of our 30-day commercial return program.
For most eligible online purchases, an EU consumer generally has 14 days after receiving the goods to notify the seller of the decision to withdraw from the contract without giving a reason.
You may exercise the applicable right by sending us a clear and unequivocal statement at:
Prior approval from Dovemarch® is not a condition for a legally valid withdrawal notice.
Where applicable, after notifying us of your withdrawal, you generally have a further 14 days to send the goods back.
Where the law permits and we properly disclose that responsibility, you may be responsible for the direct cost of returning the goods.
For a valid statutory withdrawal, we will refund payments required by applicable law, including the applicable cost of our standard outbound delivery option.
If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost may not be refundable where permitted by law.
Refunds will be made within the applicable statutory deadline.
Where permitted by law, we may withhold reimbursement until:
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We receive the returned goods;
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You provide evidence that the goods have been sent back,
whichever occurs first.
You may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning.
Where permitted by law, you may be responsible for diminished value caused by handling beyond what is reasonably necessary for that purpose.
Certain statutory exceptions to the right of withdrawal may apply where their legal requirements are satisfied.
A product is not automatically excluded from the right of withdrawal simply because it is a pet product.
Our 30-day commercial return program does not replace or reduce any applicable EU statutory withdrawal or legal-guarantee right.
11. UK Distance-Selling Cancellation Rights
Where UK distance-selling consumer rules apply, those statutory rights operate independently of our voluntary 30-day return program.
For most eligible goods purchased online, by mail, or by telephone, a UK consumer generally has the right to notify the seller of cancellation within 14 days after receiving the goods, without giving a reason.
After notifying the seller, the consumer generally has a further 14 days to return the goods.
A valid cancellation notice may be submitted to:
Where required by UK law, the refund will include the cost of the applicable standard outbound delivery option.
Any additional amount paid for a more expensive delivery method may not be refundable.
Where permitted, a deduction may be made for diminished value caused by handling beyond what would reasonably be permitted when examining the goods in a shop.
Statutory exceptions may apply to certain categories of products where the conditions for the exception are satisfied.
Nothing in our voluntary return conditions limits a UK consumer's rights concerning faulty, misdescribed, or otherwise non-conforming goods.
12. Other Mandatory Consumer Rights
Nothing in this Policy excludes, restricts, or replaces any mandatory consumer protection applicable to your purchase.
Depending on your country or region, you may have additional rights concerning goods that are:
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Defective;
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Unsafe;
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Not of satisfactory or acceptable quality;
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Not fit for purpose;
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Incorrect;
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Misdescribed; or
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Otherwise not in conformity with your purchase contract.
Where Australian Consumer Law applies, its consumer guarantees cannot be excluded.
Where EU consumer law applies, applicable statutory legal-guarantee rights remain independent of our commercial 30-day return program.
Where UK consumer law applies, applicable rights concerning faulty or misdescribed goods also remain unaffected.
If a provision of this voluntary Policy conflicts with a mandatory consumer right applicable to you, the mandatory legal right will take priority.
13. Changes to This Policy and Existing Orders
We may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, return procedures, or legal obligations.
A later change to this Policy will not retrospectively reduce a more favorable return commitment or mandatory right that already applied to an order when you placed it.
Any revised voluntary terms apply prospectively, subject to applicable law.
14. Contact Us
For return, refund, cancellation, damaged-product, defective-product, incorrect-order, or statutory withdrawal inquiries, please contact:
Dovemarch®
Operated by Wuhan Juyuan Tangchuang Network Technology Co., Ltd.
Registered Address:
Room 2, 2nd Floor, Building 2, Riyue Shanshui West District, Panlongcheng Economic Development Zone, Huangpi District, Wuhan City, Hubei Province, China
Postal Code: 430312
Customer Service and Privacy Email: service@dovemarch.com
Customer Service Phone: +1 (845) 830-6295
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM, U.S. Pacific Time (PDT)
Returns are handled through a designated return location in China. Please contact us before dispatch to obtain the complete return recipient, address, postal code, and applicable return instructions.