This Refund & Returns Policy explains how Damoness Co. (“Damoness”, “we”, “our”) handles cancellations, returns, replacements, and refunds for B2B orders (samples and production). Because most items are made-to-order and custom-branded, we focus on fixing defects and out-of-spec issues quickly and fairly.
If anything is unclear, email sale@damoness.com with your PO number.
1) What’s covered
We will repair, replace, or refund (at our discretion) when an item is defective or does not conform to the approved specification:
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Dimensions or weight outside the tolerances stated on the spec sheet/CAD.
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Plating/rhodium below agreed nominal thickness (verified by XRF) or abnormal peeling under normal use.
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Incorrect metal, stone type, color, hallmark/branding, or finishing compared with the approved PP sample/spec.
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Broken mechanisms (clasps, hinges) due to workmanship, not misuse.
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Quantity/packing discrepancies versus Packing List.
Warranty period (B2B): 90 days from delivery against manufacturing defects. For plating performance, we cover workmanship relative to the agreed specification (not general wear).
2) What’s not covered
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Normal wear and tear; tarnish from exposure to chemicals, perfumes, sweat, pools/sea, or ultrasonic cleaners.
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Color changes due to customer-specified plating below recommended microns.
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Variations inherent to handcrafted processes or natural stones (hue, inclusions, veining) that fall within industry norms and the approved sample.
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Items altered by you or a third party after delivery.
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Engraving spelling provided by the customer; buyer’s remorse; overstock or unsold inventory.
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Samples and personalized goods that are made to your order unless defective.
3) Inspection window & RMA process
To keep claims fast and fair, please:
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Inspect on receipt and notify us within 7 calendar days of delivery for visible issues (shortage, damage, wrong item), or within 14 calendar days for workmanship issues discovered later.
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Email sale@damoness.com with PO/Invoice number, photos/videos, quantities, and a short description.
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We will issue an RMA (Return Merchandise Authorization) and return instructions when a physical return is needed.
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Keep original packaging and inserts until your claim is resolved.
Returns sent without an RMA may be refused.
4) Remedies
Depending on the issue and timeline, we will:
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Repair the affected pieces, or
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Remake/Replace the affected pieces, or
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Issue a partial/full refund or credit note (shipping excluded unless the fault is ours).
For urgent launches we can prioritize a fast remake while the claim is processed.
5) Shipping costs & risk
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If the issue is our fault, Damoness covers reasonable return freight or provides a prepaid label, and we bear outbound reshipment.
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If the issue is not due to Damoness (e.g., over-ordering, change of mind), you cover return and reshipment costs; restocking fees may apply for non-custom goods.
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For DDP shipments lost/damaged in transit, we handle the carrier claim. For EXW/FOB/CIP/CIF, the buyer/forwarder files the claim with the carrier; we’ll support with documents and photos.
6) Refund method & timing
Approved refunds are processed to the original payment method or issued as a credit note within 7–14 business days from approval. Bank processing times may vary.
7) Cancellations & changes
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Samples: cancellable within 24 hours of payment with no fee. After CAD/making starts, design and labor costs are non-refundable.
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Production orders: deposits become non-refundable once materials are allocated or production has started. If you cancel, you agree to pay for completed work, special materials, molds/tools, and any irrecoverable costs.
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Change requests after PP sample approval may impact price and lead time.
8) Exchanges / overages & shortages
We may ship a small production tolerance over/under (typically ±2%) unless your PO states otherwise. Overages will be invoiced; shortages will be credited or remade promptly. Exchanges are only available for defective/out-of-spec items.
9) Tolerances & references
Unless otherwise agreed in writing, typical tolerances are:
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Dimensions: ±0.10–0.20 mm (by feature)
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Net metal weight: ±2–5% (by design/material)
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Plating thickness: per spec sheet with an allowable process band
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AQL: final inspection to AQL 2.5/4.0 (General Level II)
The approved CAD/PP sample/spec sheet governs any interpretation.
10) Non-returnable items
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Custom/private-label goods made to your spec (except defects).
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Personalized or engraved items with customer-provided text.
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Used or worn items, or items returned without original packaging/accessories.
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Clearance or explicitly non-returnable items (if stated on the invoice).
11) International orders
You are responsible for import duties/taxes unless the Incoterm is DDP. Returns must be shipped under our RMA instructions to avoid duplicate duties. For DDP returns due to our fault, Damoness will manage re-import formalities where feasible.
12) How to contact us
Damoness Co.
Email: sale@damoness.com (Subject: RMA Request – PO#)
Mailing: Ha Noi City, Viet Nam · Dubai, United Arab Emirates
