Return Policy

Please read following return policy before you want to return an item you bought from DoogeePhone.com to make sure we can process your request with the quick efficiency.

Our return policy consists with 5 parts, please read the corresponding part according to the specific situation.

Part I: The item never arrive

If you believe that you did not receive the package within the normal shipping time, please ask your local courier company to issue a written formal package loss statement. Then we will make a full refund if the situation is true after our investigation.

Part II : Defective On Arrival (DOA)

If you received a phone that is broken or defective, Please contact us with email within 7 days after you received the package.

What you need to do?

  1. Take photos and videos of the phone as proof immediately after you found it was broken or defective.
  2. File a case to the courier company upon you received the broken package, and get a confirmation in a form of a paper proof with a stamp on it.
  3. Contact us by email with the order ID to describe the issue, attach the photos, videos and the confirmation from courier company or any other proof to help us better investigate the problem.
  4. Then we will make a full refund if the situation is true after our investigation.

 

Part III: Non-quality Issue (Within 15 Days)

If you want to return the phone by the reason that you dislike the color, appearance or due to any other personal reason, you can return it to us within 15 days after the package was signed.

What you need to do?
  1. Send us photo proof of the phone, the box and all other accessories that you received. We need to confirm that they are in good condition without any damage or defective parts.
  2. Return it to us by the address we sent you.
  3. The return shipping fee will be covered by you. We will deduct it when we process the refund of the product price after we received the package.
  4. If there are any aesthetic imperfections or missing parts after our inspection, we will charge you 20% of the phone’s price for product damage compensation fee.

 

Part IV: Broken Within One Month

  1. If the phone was damaged by man-made reason like disassembly, misuse, drops or falls, water damage, unofficial firmware or software modifications or any other reasons except the quality issue of the phone. Then you can return it to us for repairing.The return shipping fee and any other fee that may generated during the transportation should be covered by you.
  1. If the problem of the phone can be fixed by our technical department like system upgrade, then we can offer other compensation on the condition that we had a agreement.

 

  1. The phone was defective or broken due to quality issue within 30 days (counted from the date of arrival). We can offer you 3 solutions: resend a new phone, free repairing and refund. We will cover the cost of the postage fee you pay to return the phone to us.We will cover the cost of the postage fee you pay to return the phone to us. The shipping fee will be refunded to the customer after the returned item has arrived in  our warehouse, any further costs incurred during the return process will be at the customers’ expense. Once we receive it and confirm the phone problem we will arrange a replacement or refund you.

Part V: Broken After One Month & Within One Year

According to our warranty policy, you are eligible for free repair if the phone broken due to a manufacturing fault more than one Month but within one year. (Counted from the date of arrival. )

What you need to do?
  1. Provide us the photos or videos of the issue so we can check the problem.
  2. If your repairing request is approved, we will send you the address and instructions to return the broken phone.
  3. Resend you the phone after repairing. The return shipping fee and any other fee that may generated during the transportation should be covered by you.

Important Notice:

  1. We have limited support for those who received our products as a gift. The account holder will have to contact us for further assistance.
  2. All returned items must be in the original packaging. All accessories received should be returned together. If the customer cannot return all the accessories, we will deduct the corresponding fee from the refund based on the price of the accessories.
  3. Do not return any package to the shipping address, we do not responsible for potential problems if you insist to do like this.
  4. The return shipping fee should be based on the courier company you choose.
  5. Please return the package through local post office instead of express service providers like DHL, UPS, TNT, FEDEX…
  6. We don’t offer any return shipping lable.the buyer will pay the shipping fee when return the products.

There is possibility that it will incur import taxes when it arrives at customs and it may also be delayed during the customs clearance process. If we can’t receive the item then we can’t arrange a replacement or repair.

  1. Issue description notes in the return package can help us deal with your problem faster:

6.1 The order ID.

6.2 Your purchase date and package received date.

6.3 Reason for your return.

How do I return an item?

If you are unsatisfied with your order and wish to return it, please contact us within 20 days from your order delivery date. Each return will be manually processed by our customer service team and you will be notified if the return is approved.

Process for return:

Contact us with a receipt or proof of purchase.

Photos/short clips are to be provided when applicable, for damage/defective concerns.

We will check with your request and confirm it is applicable of return.

Return the package back to us. (Contact us for a return address first)

Get your refund or replacement after we receive your package.

How long does the returns process take?

Due to a large number of daily orders, processing returns may take up to 14 business days from the date we receive your returned item. We will notify you via email to

confirm that your return order has been processed.

When will I receive my refund?

All refunds will be credited to the original form of payment. Refund times are generally issued within 3 to 10 business days after we receive the returned item. Please contact your card’s bank to inquire when the credit refund will be posted to your account. Due to varying banks, it may take up to several weeks before a credit is issued back to your account.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

What should I do if I want a refund?

Step 1: You can contact our service team to explain the request. Our team will give you a return address. Contact email is [email protected]

Step 2: You will need to return the product to us at the address we provided to you. And tell us the tracking number.

Step 3: We receive the product and check it.

Step 4: Check that the product is returned as required. Give you a refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at [email protected]

Order Cancellation

Your order will be fully refunded if it’s canceled within 24 hours of purchase. Please contact Us if you decide to cancel the order. For orders canceled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied. We will NOT accept the order cancellation request if the order has already been shipped.

Contact us

If you have further questions/issues, please don’t hesitate to contact us at [email protected]