Return & Refund Policy

Last updated: February 14, 2025

At Let gloss, our goal is to help you create a home you love. We stand behind the quality of our products, but we understand that sometimes things don’t work out as planned.

Please review our policy below regarding returns, refunds, and product issues.

1. Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  • Timeframe: The return process must be initiated within 60 days of the delivery date.
  • Condition: The item must be unused, uninstalled, and in the exact condition you received it. It must be free of stains, scratches, or signs of wear.
  • Packaging: All original packaging must be intact. This includes the box, protective materials, manuals, accessories, hardware, and any tags or seals.
  • Proof of Purchase: You must provide a valid order number or receipt.

Please Note: To ensure the safety and quality of our inventory, we cannot accept returns for items that have been used, installed, or are missing components.

2. Non-Returnable Items

Certain items are final sale and cannot be returned or refunded:

  • Items marked as “Final Sale” or “Non-returnable”.
  • Gift cards.
  • Promotional free gifts.
  • Consumable goods (such as cleaning solutions or refill oils) that have been opened.
  • Products damaged through normal wear and tear, misuse, or improper installation by the customer.

3. Damaged or Incorrect Orders

We inspect our products carefully, but transit damage can happen. If you receive a defective, damaged, or incorrect item, please notify us within 7 days of delivery.

How to report an issue:

  1. Email service@dobif.com.
  2. Include your Order Number.
  3. Attach clear photos or video of the issue (including the product condition and the outer shipping box).

We will review your case and offer a solution, which may include a replacement part, a full replacement, or a refund.

4. How to Initiate a Return

Do not send items back without prior approval. To start a return:

  1. Contact our support team at service@dobif.com.
  2. Provide your order details and the reason for the return.
  3. Wait for our team to provide return authorization and specific shipping instructions.

5. Return Shipping Costs

  • Customer Responsibility: Unless the return is due to an error on our part (e.g., we sent the wrong item or it arrived broken), the customer is responsible for paying return shipping costs.
  • Tracking: We strongly recommend using a shipping service that offers tracking and insurance. Let gloss is not responsible for return packages that are lost or damaged during transit.

6. Refunds

Once your return is received and inspected at our facility:

  • We will notify you via email regarding the approval or rejection of your refund.
  • If approved, the refund will be processed to your original method of payment.
  • Please allow 5–10 business days for the funds to appear in your account, depending on your bank’s processing time.
  • Original shipping fees are non-refundable (unless the return was caused by our error).

7. Exchanges

We do not offer direct exchanges. The most efficient way to get a different item is to:

  1. Return the unwanted item for a refund.
  2. Place a brand new order for the correct item immediately.

8. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take time before the refund is officially posted).
  3. Contact your bank (there is often a processing time before a refund is posted).

If you’ve done all of this and still have not received your refund, please contact us at service@dobif.com.

9. Order Cancellations

We work hard to ship orders as quickly as possible.

  • Before Shipment: If you need to cancel, contact us immediately. If the order hasn't been processed, we will cancel it for a full refund.
  • After Shipment: If the order is already on its way, we cannot cancel it. You will need to follow the standard return process once the package arrives.

10. Contact & Return Address

Important: Please contact us for a Return Authorization before mailing any packages. Returns sent without prior notice may be refused.

Let Gloss Limited Room 701-702, 7/F, King Tat Plaza 12 Cheung Yuk Street Cheung Sha Wan, Kowloon Hong Kong

Email: service@dobif.com 

Phone: 23976088