Refund and Return Policy

Our Commitment to Your Satisfaction

At Donald and Dolphin Properties LLC, we stand behind every product we sell. We understand that choosing natural wellness products is a personal decision, and we want you to feel completely confident in your purchase. Our 24Care essential oils, hanging diffuser bottles, antibacterial room sprays, and other wellness products are crafted with the highest quality ingredients and rigorous quality control standards. However, we also recognize that sometimes a product may not meet your expectations or needs.

That is why we have developed a clear, fair, and customer-friendly Refund and Return Policy. We want you to shop with peace of mind, knowing that if you are not completely satisfied with your purchase, we will make it right. Our goal is not just to sell you a product but to build a lasting relationship based on trust, transparency, and exceptional service.

This policy outlines everything you need to know about returning products, requesting refunds, and resolving any issues that may arise. We encourage you to read it carefully and reach out to us if you have any questions.

30-Day Satisfaction Guarantee

Our Promise to You

We are confident in the quality and effectiveness of our 24Care products. However, we understand that individual preferences and needs can vary. That is why we offer a 30-Day Satisfaction Guarantee on all purchases made through our website.

What This Means for You:

  • If you are not completely satisfied with your purchase for any reason, you may request a return within 30 days of receiving your order.

  • We will provide a full refund of the purchase price (excluding original shipping costs) for eligible returns.

  • Our goal is to make the return process as simple and hassle-free as possible.

The 30-Day Window

To be eligible for a return, you must initiate the return process within 30 days of the delivery date as indicated by the tracking information provided with your order. Returns requested after this 30-day period will not be accepted unless the product is defective or damaged (see “Damaged or Defective Items” below).

Condition Requirements

To qualify for a full refund, returned items must meet the following conditions:

Unopened and Unused Products

  • Products must be returned in their original, unopened packaging.

  • The tamper-evident seal must remain intact and unbroken.

  • Products that have been opened, used, or partially used are not eligible for a full refund unless they are defective or damaged.

Original Packaging

  • Items must be returned in their original packaging, including any boxes, bottles, or protective materials.

  • Please ensure that the packaging is undamaged and in resalable condition.

Proof of Purchase

  • You must provide your order number or a copy of your receipt.

  • Returns without proof of purchase may be subject to additional verification or may not be accepted.

Non-Returnable Items

For health, safety, and hygiene reasons, certain items cannot be returned. These include:

  • Opened Essential Oil Bottles: Due to the nature of essential oils and the importance of maintaining their purity and integrity, we cannot accept returns of opened or used essential oil bottles. If the tamper-evident seal is broken, the product is not eligible for return.

  • Opened Hanging Diffuser Bottles: Once the seal on a hanging diffuser bottle has been broken, the product cannot be returned.

  • Opened Antibacterial Room Sprays: For hygiene and safety reasons, opened room sprays cannot be accepted for return.

  • Products Damaged by Customer: Items that have been damaged due to misuse, improper storage, or customer handling are not eligible for return.

  • Products Purchased from Third-Party Retailers: If you purchased a 24Care product from a third-party retailer, please contact that retailer directly for their return policy.

How to Initiate a Return

Step-by-Step Process

We have designed our return process to be as simple and straightforward as possible. Here is how it works:

Step 1: Contact Us
Before sending any items back, you must contact us to initiate the return process. This ensures that your return is properly documented and that we can provide you with the correct return address and instructions.

You can reach us by:

  • Email: thuongwork@gmail.com

  • Phone: +84702234723

Please include the following information in your return request:

  • Your full name

  • Order number

  • Date of purchase

  • Reason for return

  • Whether you would prefer a refund or exchange

Step 2: Receive Return Authorization
Once we receive your return request, we will review it and provide you with a Return Authorization Number (RMA) and detailed instructions for sending your item back.

Important: Do not send any items back without first obtaining a Return Authorization Number. Returns sent without an RMA may not be processed and could be returned to you at your expense.

Step 3: Package Your Return
Carefully package your items to prevent damage during transit. We recommend using the original packaging if possible. Please include:

  • The product(s) being returned

  • Your Return Authorization Number

  • A copy of your original order confirmation or receipt

Step 4: Ship Your Return
Ship your return to the address provided in your return authorization instructions. We recommend using a trackable shipping method, as we cannot be responsible for items that are lost or damaged in transit.

Return Shipping Address:
Donald and Dolphin Properties LLC
117 S Lexington Street Ste 100
Harrisonville, MO 64701
United States

Step 5: Confirmation and Processing
Once we receive your return, we will inspect the items to ensure they meet the eligibility requirements. This process typically takes 3–5 business days. After inspection, we will process your refund or exchange.

Refund Options

Full Refund

If your return is approved, we will issue a full refund of the purchase price to your original payment method. This includes:

  • The cost of the product(s)

  • Any applicable taxes

Please Note:

  • Original shipping costs are non-refundable unless the return is due to our error (e.g., we sent the wrong item) or the product is defective or damaged.

  • If you received free shipping on your order, the actual cost of shipping may be deducted from your refund.

Store Credit

If you prefer, you may choose to receive store credit instead of a refund. Store credit can be used toward future purchases on our website and never expires.

Store credit offers several advantages:

  • No Waiting: Store credit is issued immediately upon approval of your return, without waiting for the refund to process through your bank.

  • Flexibility: Use your store credit for any product in our store, including new arrivals and special collections.

  • No Expiration: Your store credit never expires, so you can use it whenever you are ready.

Exchanges

If you received a damaged or defective item, or if we sent you the wrong product, we will gladly exchange it for the correct item at no additional cost to you.

For exchanges:

  • We will cover the cost of return shipping for the incorrect or defective item.

  • We will ship the replacement item to you at no additional charge.

  • Please contact us to initiate an exchange, and we will guide you through the process.

Damaged or Defective Items

What to Do If Your Item Arrives Damaged

While we take every precaution to ensure that your order arrives in perfect condition, occasionally items may be damaged during shipping. If you receive a damaged or defective item, please contact us immediately.

For Damaged Items:

  • Please notify us within 7 days of receiving your order.

  • Provide your order number and a description of the damage.

  • Include clear photos of the damaged item and the packaging. This helps us investigate the issue with our shipping carrier and improve our packaging processes.

For Defective Items:

  • If a product is defective (e.g., the bottle leaks, the spray mechanism does not work, etc.), please contact us within 30 days of receiving your order.

  • Provide your order number and a description of the defect.

  • We may request photos or additional information to assist in our investigation.

Resolution Options

For damaged or defective items, we offer the following resolution options:

  • Full Refund: We will issue a full refund, including original shipping costs.

  • Replacement: We will send you a replacement item at no additional cost.

  • Store Credit: We will issue store credit equal to the full purchase price.

We will cover the cost of return shipping for damaged or defective items. We will provide you with a prepaid shipping label or reimburse you for reasonable return shipping costs upon receipt of your return.

Wrong Items

What to Do If You Receive the Wrong Item

If you receive an item that is different from what you ordered, please contact us immediately.

Steps to Take:

  1. Contact us within 7 days of receiving your order.

  2. Provide your order number and a description of the item you received versus the item you ordered.

  3. We will arrange for the correct item to be shipped to you at no additional cost.

  4. We will provide instructions for returning the incorrect item, with return shipping costs covered by us.

Resolution Options

For wrong items, we offer the following resolution options:

  • Replacement: We will send you the correct item, and you may keep the wrong item or return it at our expense.

  • Full Refund: We will issue a full refund, including original shipping costs.

  • Store Credit: We will issue store credit equal to the full purchase price.

Refund Processing and Timeline

How Long Does It Take?

We understand that you want your refund as quickly as possible. Here is what you can expect:

Return Inspection:

  • Once we receive your return, we will inspect the items within 3–5 business days.

  • If your return meets the eligibility requirements, we will approve your refund.

Refund Issuance:

  • After your refund is approved, we will process the refund to your original payment method.

  • Refunds are typically processed within 5–7 business days of approval.

Bank Processing Time:

  • After we issue a refund, it may take an additional 3–5 business days for the refund to appear in your account, depending on your bank or credit card issuer.

  • Total time from return receipt to refund appearance is typically 8–12 business days.

Refund Notification

You will receive email notifications at each stage of the refund process:

  • Confirmation that we have received your return

  • Confirmation that your refund has been approved

  • Confirmation that your refund has been issued

Partial Refunds

In certain circumstances, we may issue a partial refund:

  • Items Not in Original Condition: If a returned item shows signs of use, damage, or missing components, we may deduct a restocking fee or issue a partial refund.

  • Items Returned After 30 Days: Returns received after the 30-day window may be subject to a partial refund or may be rejected.

  • Missing Original Packaging: If an item is returned without its original packaging, we may deduct a restocking fee.

Return Shipping Costs

Who Pays for Return Shipping?

The responsibility for return shipping costs depends on the reason for the return:

Customer Change of Mind:

  • If you are returning a product because you changed your mind or no longer want it, you are responsible for the cost of return shipping.

  • We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for items lost or damaged during return transit.

Damaged or Defective Items:

  • If you are returning a product because it arrived damaged or is defective, we will cover the cost of return shipping.

  • We will provide you with a prepaid shipping label or reimburse you for reasonable return shipping costs.

Wrong Items:

  • If we sent you the wrong item, we will cover the cost of return shipping.

  • We will provide you with a prepaid shipping label or reimburse you for reasonable return shipping costs.

Shipping Costs Are Non-Refundable:

  • Please note that original shipping costs are non-refundable unless the return is due to our error or the product is damaged or defective.

International Returns

Returning Items from Outside the United States

If you are an international customer and need to return an item, please contact us for specific instructions. International returns may involve additional considerations:

Customs and Duties:

  • You are responsible for any customs fees, duties, or taxes associated with returning an item from outside the United States.

  • We recommend marking the package as “Returned Goods” to avoid additional customs charges.

Return Shipping Costs:

  • For customer-initiated returns (change of mind), you are responsible for the cost of return shipping.

  • For damaged, defective, or wrong items, we will cover reasonable return shipping costs. Please contact us for approval before shipping.

Processing Time:

  • International returns may take longer to process due to customs clearance and longer shipping times.

Cancellations

Order Cancellation Policy

If you need to cancel an order, please contact us as soon as possible.

Before Shipment:

  • If your order has not yet been shipped, we can cancel it and issue a full refund.

  • Please contact us immediately to request cancellation.

After Shipment:

  • If your order has already been shipped, you will need to follow the standard return process.

  • Once you receive the item, you may return it in accordance with this policy.

Processing Cancellations:

  • We will confirm the cancellation by email.

  • Refunds for canceled orders will be processed within 3–5 business days.

Exchanges

How Exchanges Work

If you would like to exchange a product for a different item, please contact us to initiate the exchange process.

Exchange Process:

  1. Contact us with your order number and the item you would like to exchange.

  2. We will provide you with a Return Authorization Number and instructions.

  3. Return the original item to us (following the return process above).

  4. Once we receive and inspect your return, we will ship the replacement item to you.

Exchange Costs:

  • If the exchange is due to our error (wrong item, damaged item), we will cover all shipping costs.

  • If the exchange is due to customer preference, you are responsible for return shipping costs. We will cover the cost of shipping the replacement item to you.

Price Differences:

  • If the replacement item is priced higher than the original, we will charge the difference.

  • If the replacement item is priced lower than the original, we will refund the difference.

Frequently Asked Questions About Returns

How do I start a return?

To start a return, please contact us by email at thuongwork@gmail.com or by phone at +84702234723. Provide your order number and reason for return, and we will guide you through the process.

How long do I have to return an item?

You have 30 days from the date of delivery to initiate a return. Returns requested after 30 days will not be accepted unless the item is defective or damaged.

Can I return opened essential oils?

Due to the nature of essential oils and the importance of maintaining their purity, we cannot accept returns of opened essential oil bottles. The tamper-evident seal must remain intact and unbroken for a return to be eligible.

Can I return a hanging diffuser bottle?

Hanging diffuser bottles must be returned in their original, unopened condition. Once the seal is broken, the product is not eligible for return.

Who pays for return shipping?

  • For customer-initiated returns (change of mind), you are responsible for return shipping costs.

  • For damaged, defective, or wrong items, we will cover the cost of return shipping.

How long does it take to get a refund?

After we receive your return, we will inspect it within 3–5 business days. Once approved, refunds are processed within 5–7 business days. Please allow an additional 3–5 business days for the refund to appear in your account.

Will I get a full refund?

If your return meets the eligibility requirements (unopened, unused, in original packaging), you will receive a full refund of the purchase price. Original shipping costs are non-refundable unless the return is due to our error or the product is damaged or defective.

What if my item arrives damaged?

If your item arrives damaged, please contact us within 7 days of receiving your order. Provide your order number, a description of the damage, and photos of the damaged item and packaging. We will arrange for a replacement or refund at no additional cost to you.

Can I exchange an item?

Yes, we offer exchanges. Contact us to initiate an exchange. If the exchange is due to our error, we will cover all shipping costs. If it is due to customer preference, you are responsible for return shipping costs.

What if I receive the wrong item?

If you receive the wrong item, please contact us within 7 days. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item at our expense.

Do you offer store credit?

Yes, we offer store credit as an alternative to refunds. Store credit is issued immediately upon approval of your return and never expires.

How do I track my return?

We recommend using a trackable shipping method for your return. Once we receive your return, we will send you a confirmation email. You can also contact us to check on the status of your return.

Our Commitment to You

At Donald and Dolphin Properties LLC, we are committed to your satisfaction. Our Refund and Return Policy is designed to be fair, transparent, and customer-friendly. We believe that when you shop with us, you should feel confident that you are making a risk-free purchase.

Our Promise

  • We will respond to all return requests within 24 hours.

  • We will process your return as quickly as possible.

  • We will be transparent about any fees or deductions.

  • We will work with you to resolve any issues fairly and efficiently.

We Value Your Trust

Your trust is important to us. We want you to feel confident in your decision to choose 24Care products and to know that we stand behind everything we sell. If you have any questions, concerns, or feedback, please do not hesitate to reach out to us.

Contact Us

If you have any questions about our Refund and Return Policy or need assistance with a return, please contact us:

  • Email: thuongwork@gmail.com

  • Phone: +84702234723

  • Address: 117 S Lexington Street Ste 100, Harrisonville, MO 64701, United States

  • Website: https://dondo.store/

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Central Standard Time. We are here to help and look forward to serving you.

Policy Updates

We reserve the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about how we handle returns and refunds.

The most current version of this policy will always be available on our website at https://dondo.store/.

Donald and Dolphin Properties LLC – Pure Wellness, Naturally.

Contact Information:

  • Email: thuongwork@gmail.com

  • Phone: +84702234723

  • Address: 117 S Lexington Street Ste 100, Harrisonville, MO 64701, United States

  • Website: https://dondo.store/