Refund and Returns Policy

Effective date: September 26, 2026

Doravino takes a product back when something is wrong with it. This page sets out exactly what counts, how long you have, what we need from you, and what happens next.

1. What we accept

• Manufacturing defects: a flaw in the materials or the workmanship, including an item that fails in normal use.
• Damage in transit: the product reached you broken, cracked, bent or crushed.
• Wrong item received: what arrived is not what you ordered.

2. What we cannot accept

We cannot take an item back because you changed your mind, because it turned out not to suit your kitchen, or because you would prefer something else on reflection. Natural variation in wood grain, hand-blown glass and other handmade pieces is a property of the material and is not treated as a defect. If you are unsure whether something will suit you, ask us before you buy; that is what the contact address is for.

3. How long you have

Contact us within 30 days of delivery to request a return. Transit damage must be reported within 72 hours of delivery, because the claim window with the carrier is short and closes quickly.

4. Photographs for a damaged order

For transit damage we need four photographs, which take about a minute on a phone:

• The damage itself, clearly in frame.
• The outer shipping box and its condition.
• The shipping label, readable.
• The inner packaging and padding, as you found it.

5. Starting a return

• Email support@doravino.com with your order number and a description of the problem, attaching the photographs where they apply.
• We review the request and confirm whether it qualifies within 1-2 business days.
• If it is approved we send return instructions, including how to send the item back.
• Pack the item well enough to survive the journey and return it using those instructions.
• We inspect it on arrival and process the refund.

6. Who pays the return postage

We do. On an approved return for a defect, transit damage or a wrong item, the return shipping cost is covered by us and you will not be charged for sending a qualifying item back.

7. Refunds

Refunds are issued to the original payment method used at checkout, and are processed within 3-7 business days of the returned item being received and inspected. Your bank or card issuer may take a little longer to show the credit on a statement, which is outside our control.

8. Exchanges and replacements

We do not operate an exchange service and we do not issue store credit. Where an approved return concerns a defective, damaged or incorrect item and the same product is still in stock, we may offer to send a replacement instead; the decision is yours, and a refund is always available.

9. Cancelling an order

Write to support@doravino.com as soon as possible with your order number. If the order has not yet been processed or handed to the carrier we will cancel it and refund it in full. After that point this policy applies instead.

10. Contact

• Email: support@doravino.com
• Phone: +1 (619) 873-1627
• Hours: Monday-Saturday, 9:00 AM - 6:00 PM PT