Last updated: July 07, 2025

At Dovionne, your satisfaction is our priority. We understand that sometimes a product may not meet your expectations, which is why we offer a clear and fair return and refund policy, in full compliance with European consumer protection laws.

1. Right of Withdrawal

In accordance with the European Consumer Rights Directive, you have the right to cancel your purchase without providing justification within 14 calendar days from the date of receiving the product. This right applies to all products sold by Dovionne, except in the cases specified under the exclusions section.

1.1 Start of the Withdrawal Period

The withdrawal period begins on:

- Physical products: from the date of receiving the last item in your order

- Multiple products: from the date of receiving the last product delivered

- Pre-sale products: from the date of actual receipt

2. Return Conditions

2.1 Product Condition

To be eligible for return, the product must be:

- In its original packaging, undamaged

- With all tags and seals intact

- Free from signs of use, wear, or alteration

- Accompanied by all accessories, manuals, and gifts

- In resalable condition

2.2 Customized Products

Personalized or custom-made products cannot be returned, except in cases of manufacturing defects or errors made by Dovionne.

2.3 Personal Hygiene Products

For health and hygiene reasons, the following cannot be returned once opened:

- Earrings and piercings

- Opened personal care items

- Intimate items or those with direct skin contact

2.4 Exclusions from the Right of Return

Under European law, the right of return does not apply to:

- Clearly personalized or custom-made products

- Products that deteriorate quickly

- Sealed products not suitable for return for hygiene reasons

- Digital products (when applicable)

3. Return Process

3.1 Return Request

To initiate a return, contact us directly at contact@dovionne.com with the following details:

- Order number

- Product(s) you wish to return

- Reason for return

- Photos of the product (if applicable)

3.2 Return Authorization

Once reviewed, we will send you an email with:

- Return Merchandise Authorization (RMA) number

- Prepaid return label (when applicable)

- Return address

- Packaging instructions

- Return deadline

3.3 Packaging and Shipping

To ensure your product arrives safely:

- Pack it carefully in the original packaging

- Include all accessories and documents

- Attach the provided return label

- Keep the tracking number for reference

- Send it within the specified timeframe (usually 14 days)

3.4 Return Costs

- Withdrawal Returns: Customer is responsible for return shipping costs. A prepaid label is available for €4.95 (deducted from refund).

- Defective Products or Dovionne’s Error: Dovionne covers all costs. Free return label provided. Full refund issued without deductions.

- Free Returns: Orders over €100 qualify for free returns. Premium Customers always benefit from free returns.

4. Refund Processing

4.1 Product Inspection

Once your return is received:

- Quality inspection (1–2 business days)

- Verification of return conditions

- Approval or rejection of return

- Email notification with status update

4.2 Refund Timeframes

- Approved Refunds:


Credit/debit card: 3–5 business days


PayPal: 1–2 business days


Bank transfer: 5–7 business days

- Rejected Refunds:


Product returned to customer at no extra cost


Detailed explanation of reasons for rejection

4.3 Refund Value

Refunds include:

- Original product price paid

- Applicable taxes (VAT)

- Original shipping cost (only in cases of defect or Dovionne error)

Possible deductions:

- Return shipping costs (when applicable)

- Payment processing fees (for specific methods)

- Proportional adjustments on discounted purchases

5. Exchanges

5.1 Exchange Policy

Dovionne offers exchanges in the following cases:

- Incorrect size (when applicable)

- Wrong color delivered

- Defective product

- Exchange for a similar model

5.2 Exchange Process

- Request an exchange using the same return process

- Select "Exchange" as the reason

- Choose replacement product (equal or higher value)

- Return the original product as instructed

- Receive the replacement after processing

5.3 Price Differences

- Higher-priced replacement: Pay the difference using the original or new payment method.

- Lower-priced replacement: Refund of the difference using the original method.

6. Special Situations

6.1 Defective Products

For products with manufacturing defects:

- Contact us immediately at contact@dovionne.com

- Provide detailed photos of the defect

- Describe the issue

- Wait for specific return instructions

- Receive a replacement or full refund

6.2 Incorrect Product Delivered

If you received the wrong product:

- Do not use the product

- Contact us immediately

- Keep the original packaging intact

- Wait for free collection of the item

- Receive the correct product at no extra cost

6.3 Transport Damage

If your order was damaged during shipping:

- Photograph the package before opening

- Document all visible damage

- Contact us within 48 hours

- Send photographic evidence

- Receive a replacement or refund

7. Quality Guarantee

7.1 Legal Warranty

All Dovionne products come with a 2-year legal warranty against manufacturing defects, in accordance with European law. This warranty covers:

- Material defects

- Manufacturing defects

- Non-compliance with description

- Inadequate durability

7.2 Extended Warranty

For selected products, we offer optional extended coverage:

- Watches: 3-year warranty

- Jewelry: 5-year warranty against defects

- Leather accessories: 2-year warranty against premature wear

7.3 Warranty Exclusions

Warranty does not cover:

- Damage caused by misuse

- Normal product wear and tear

- Accidental damage

- Unauthorized modifications

• 
  Third-party damage
  

8. Special Refunds

8.1 Satisfaction Guarantee Program

For Dovionne Premium Customers:

- Free returns on all orders

- Extended 60-day return period

- Priority refund processing

- Dedicated support for returns

8.2 Dissatisfaction Refunds

If you are not completely satisfied with your purchase:

- First purchase: Full refund guaranteed

- Returning customers: Case-by-case review

- Premium products: Extended satisfaction policy

9. Fraud Prevention

9.1 Security Measures

To protect all customers:

- Identity verification for high-value returns

- Analysis of return patterns

- Investigation of suspicious returns

- Temporary account holds in cases of abuse

9.2 Anti-Abuse Policy

We reserve the right to:

- Refuse returns from customers with a history of abuse

- Request additional documentation when necessary

- Apply fees for excessive returns

- Close accounts in extreme cases

10. Contact and Support

10.1 Customer Service

For questions about returns and refunds:

- Email: contact@dovionne.com

- Subject: "Return – [Order Number]"

- Support hours: Monday to Friday, 9 AM – 6 PM (Paris time)

- Response time: Within 24 business hours

10.2 Required Information

When contacting us, please have:

- Order number

- Email used for purchase

- Detailed problem description

- Photos (when applicable)

10.3 Return Address

Dovionne Returns Department

65 Rue Edith Cavell

94400 Vitry-sur-Seine, France

Important: Always include the RMA number on the return package.

11. Dispute Resolution

11.1 Mediation

In the event of a dispute regarding a return or refund:

- Direct contact with our support team

- Escalation to a supervisor, if necessary

- Mediation through a competent authority

- Arbitration as a last resort

11.2 Consumer Rights

This policy does not affect your statutory consumer rights under European Union law. In the event of conflict between this policy and local legislation, the most consumer-friendly terms will always prevail.

This policy may be updated periodically to better serve our customers and remain compliant with current legislation.