Returns & refunds

DOVIAR / RETURNS & REFUNDS

Last updated: October 9, 2026

Our voluntary return guarantee is described below. It is additional to, and does not replace, rights that apply by law when goods are faulty, incorrect, undelivered or subject to a statutory right of withdrawal.

1. The 30-day first-shipment guarantee.

You may request a change-of-mind return for your first product shipment within 30 days of confirmed delivery. To qualify for this voluntary guarantee, the product must be unused and unopened, in its original packaging, with its hygiene seal intact and included accessories present.

Opened, used or unsealed intimate products do not qualify for a discretionary change-of-mind return. Neither this hygiene restriction nor the 30-day period removes your rights concerning a defect, an incorrect item or another legal remedy. The guarantee is not a promise that you may use an intimate product for 30 days and then return it.

Mandatory rights still apply to each eligible purchase. If you dispute the recorded delivery date, contact us; a carrier scan does not remove any legal right to challenge non-delivery.

2. Requesting and sending a return.

Email support@doviar.com with your order email, order number if available, and the item you wish to return. For a voluntary return, tell us briefly what you need help with. No reason is required to exercise a statutory right of withdrawal.

We provide return instructions and the appropriate address within 3 business days. Contact us before posting a voluntary return; the address on the original parcel may not be our returns address. You do not need to wait for our permission to send a valid withdrawal notice within its legal deadline.

You pay the postage for an ordinary change-of-mind return. There is no restocking fee. For defective or incorrect goods, we cover return costs where required and explain the arrangements before you send anything back. Keep proof of posting.

3. Refund amounts and timing.

After receiving and inspecting an eligible voluntary return, we issue the approved product-price refund to the original payment method within 10 business days of receipt. We send an email when it is issued; your bank or payment provider may need additional time to display it.

Original shipping and handling charges are not refunded under the voluntary change-of-mind guarantee.

These limits do not apply where the law requires a different refund amount or deadline, including reimbursement of standard outbound delivery for a qualifying statutory withdrawal or an appropriate remedy for faulty goods.

4. Damaged, defective or incorrect items.

Please report an item that arrives damaged, defective or incorrect to support@doviar.com within 48 hours of delivery where possible. Include the order details, a description and helpful photographs of the item or packaging. Do not send intimate photographs, and stop using an item that may be unsafe.

If a problem is discovered later, tell us promptly when you become aware of it. The 48-hour request is for quick handling, not a deadline that extinguishes statutory rights or a legal guarantee. Opening an item to discover a defect does not remove those rights.

We provide a replacement or refund as appropriate, subject to your rights to repair, replacement, price reduction or reimbursement under applicable law. Our damaged-item resolution does not require you to return the damaged item. Keep it safely until we provide handling or disposal instructions. If another faulty or incorrect item needs to be returned, we arrange the return costs where required.

5. Order cancellation and delivery problems.

We do not offer discretionary change-of-mind cancellation after an order has been submitted. You may instead use the eligible return process after delivery. This does not restrict a statutory withdrawal, a right to cancel for non-delivery, or another right that cannot be excluded.

If your parcel has not arrived within its estimated delivery window, contact us so we can investigate with the carrier. Tell us promptly if an address is incorrect. Carrier investigations and our voluntary return conditions do not suspend mandatory refund or delivery obligations.

6. EU and EEA withdrawal and defect rights.

Where statutory withdrawal applies, you generally have 14 days after receiving goods to notify us and another 14 days to return them. A clear email is sufficient; no explanation or advance approval is required. Any longer statutory period remains available.

The hygiene exception applies only where legally justified: sealed goods must genuinely be unsuitable for return for health or hygiene reasons and have been unsealed after delivery. Opening ordinary outer packaging alone does not establish that exception.

For a valid goods withdrawal, we reimburse the payments due, including standard outbound delivery, within 14 days of your notice. We may withhold reimbursement until we receive the goods or evidence of dispatch, whichever occurs first. Extra delivery costs from choosing a more expensive service are not included where the law permits that exclusion. You bear direct return costs only if this was disclosed before purchase.

Legal guarantees and defect remedies are separate from change-of-mind returns. Where EU goods rules apply, the minimum legal guarantee is generally two years from delivery, with any longer national protection preserved. Defect-related return costs are our responsibility where required. The first-shipment restriction, sealed-packaging rule and commercial deadlines above do not shorten these rights.

Optional withdrawal notice.

You may use the wording below or send another clear statement. It does not replace an online withdrawal function required by applicable law.

Legal seller and returns address.

DOVIAR is owned by [COMPANY LEGAL NAME].

Legal seller: [COMPANY LEGAL NAME]
Business address: [REGISTERED ADDRESS]
Returns address: Contact support for the correct return address before sending an item.
Email: support@doviar.com
Support phone: [SUPPORT PHONE]

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