Return policy

Return & Refund Policy

At Donuma, customer satisfaction is our priority. However, due to the unique and customized nature of many of our products, we are unable to accept returns in most cases. This policy ensures that all customers receive brand-new, unused, and personalized items tailored specifically for them.

If you experience any issue with your order, please email our support team within the timeframes listed below. Our customer care team will review your case and work quickly to resolve the matter.

Damages and Order Issues

We kindly ask you to inspect your order immediately upon delivery. If you notice any of the following issues, please contact us within 7 calendar days of receiving your package:

  • The item is defective or malfunctioning

  • The product arrives damaged during shipping

  • You receive the wrong item or the order is incomplete

When reaching out, please provide your order number, photos of the product, and packaging so we can assess the situation and offer a replacement, store credit, or refund as appropriate.

Non-Returnable & Non-Refundable Items

Certain items are considered final sale and cannot be returned or refunded, including but not limited to:

  • Custom-made or personalized items (engraved, monogrammed, or made-to-order products)

  • Digital products, gift cards, and sale/clearance items

⚠️ Note: If you are unsure whether your item qualifies for a return or exchange, please contact us before placing your order.

Exchanges

If you would like a replacement item:

  1. Please reach out to our support team within 7 days of delivery.

  2. In most cases, we recommend initiating a return first (if eligible).

  3. Once your return has been accepted, you may place a new order for the product you’d like instead.

This ensures the fastest way to get the correct item delivered to you.

Refunds

Once we receive your returned item (if applicable), our team will inspect and verify its condition. You will then be notified of the outcome:

  • Approved refunds will be issued back to your original payment method (credit/debit card, PayPal, etc.).

  • Please allow 5–10 business days for your bank, credit card provider, or payment service to process and post the refund to your account.

If your refund is delayed beyond this period, we recommend contacting your financial institution directly.

✨ Need Help?
If you have any questions about your order, eligibility for return, or refund status, please reach out via:

  • Email: support@donuma.shop

    Customer Service Hours: Monday–Friday, 9 AM – 5 PM (EST)

We are always happy to assist and ensure you have a positive shopping experience with us.