Return and Refund Policy
At Dorqeva, customer satisfaction is important to us. We are committed to providing a clear, transparent, and fair return and refund process so that any concerns regarding your purchase can be handled efficiently and professionally.
1. Return Eligibility
We offer a 30-day return period, which means you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must meet the following conditions:
- The product must be in the same condition in which it was received.
- The item must be unused and include all original tags and accessories.
- The product must be returned in its original packaging.
- A receipt or other valid proof of purchase must be provided.
Items that do not meet these requirements may not be eligible for a return or refund.
2. How to Request a Return
To begin a return request, please contact our customer support team at support@dorqeva.com.
Authorized Returns: Once your return request has been reviewed and approved, we will provide instructions regarding how and where to send your return.
Unauthorized Returns: Items returned without contacting us and receiving prior return authorization will not be accepted or processed for a refund.
Please do not send a return until you have received return instructions from our customer support team.
3. Return Shipping Costs
Defective, Damaged, or Incorrect Items: If a return is required because of an issue attributable to Dorqeva, including receiving a defective, damaged, or incorrect product, Dorqeva will cover the applicable return shipping costs.
Change of Mind or Personal Preference: If you choose to return an eligible product because you changed your mind or no longer want the item, you will be responsible for the return shipping costs.
Please note that any original shipping charges paid when placing the order are non-refundable in cases of customer-preference returns.
4. Damaged, Defective, or Incorrect Orders
We recommend inspecting your order promptly after delivery.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at support@dorqeva.com.
Our customer support team will review the issue and determine an appropriate solution, which may include a replacement or refund where applicable.
5. Non-Returnable Items
Certain products cannot be returned, including:
Customized or Personalized Products: Products that have been personalized, customized, or made specifically according to a customer's request.
Final Sale Items: Digital gift cards and products clearly identified as "Final Sale" are not eligible for return.
If you are unsure whether a particular product is eligible for return, please contact us before initiating the return process.
6. European Union 14-Day Cooling-Off Period
Customers located in the European Union may have the legal right to cancel or return an eligible order within 14 days of receiving it, without being required to provide a reason.
Returned products must still satisfy the applicable return conditions, including being unused and returned with their original packaging.
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under applicable law.
7. Refunds
Once we receive and inspect your returned item, we will notify you regarding the status of your refund.
Approved Refunds: If your refund is approved, the applicable amount will be returned to your original payment method.
Processing Time: Please allow up to 10 business days for us to complete our internal refund processing after approval.
Once the refund has been issued, your bank, credit card provider, or payment institution may require an additional 3–5 business days to reflect the funds in your account.
If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at support@dorqeva.com.
8. Dispute Resolution & Customer Support
We value the trust of our customers and encourage you to contact us directly if you experience any issue with your order, return, or refund.
Please contact our customer support team at support@dorqeva.com with details of your concern. We aim to acknowledge customer inquiries within 48 hours and will work toward a reasonable and fair resolution.
Corporate Information
Store Name: Dorqeva
Dorqeva is owned and operated by:
Company Name: Hong Kong Zheng Pei Pei International Limited
Registered Address:
Flat/Rm 2101B, 21/F, Tower 2, Hong Kong City
33 Canton Road
Tsim Sha Tsui, KL
Hong Kong
Support Email: support@dorqeva.com
Support Phone: +1 (681) 200-9049