Refund Policy

At Domus, we want you to love every item you purchase. Your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we are here to help. This policy details when and how you can return a product and receive a refund.

In accordance with the law, you have the right to change your mind. If you are not satisfied with your product, you can request a return within 14 calendar days from the date you received your order.

​

• Conditions for Withdrawal:

  • The item must be unused, in perfect condition, and with all its tags.

  • It must be returned in its original and complete packaging.

​

• Shipping Costs: In the case of a return due to a change of mind, the return shipping costs will be the customer's responsibility. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit.

We constantly review our processes, but mistakes can happen. If you receive an item that is defective, has been damaged during transport, or is not what you ordered, please follow these steps:

​

1. Contact us immediately, ideally within 48 hours of receiving the package, via our email: info.domuspt@gmail.com.

2. Provide clear proof of the issue. To speed up the process, please attach the following to your email:

   • Your order number.

   • A description of the problem.

   • Clear photos or a short video that clearly show the defect, damage, or the incorrect item received, as well as the packaging.

​

Once we assess your case, we will offer a solution, which may be a full refund or a new item shipped at no additional cost. In many of these cases, and if the proof is sufficient, you may not need to return the defective item.

IMPORTANT: DO NOT send any product back without contacting us first and receiving our instructions.

​

1. Initiate the Request: Email us at info.domuspt@gmail.com with your order number, the reason for the return, and photographic proof if applicable (see point 2).

2. Wait for Instructions: Our team will evaluate your request. If the return is approved, we will provide you with the specific shipping address to which you should send the product. Because we work with a global network of partners, this address may be outside your country.

3. Send the Package: Pack the item securely and send it to the provided address. We strongly recommend using a shipping service with tracking.

4. Notify Us: Send us the tracking number so we can monitor the status of the return.

Once our partner supplier receives and inspects the returned item, we will notify you by email of the approval or rejection of your refund.

If approved, the refund will be processed automatically to your original payment method within 5 to 10 business days. Please note that your bank may take additional time to post the credit to your account.

Some items cannot be returned, including:

• Gift Cards.

• Personal hygiene or intimate items.

• Items marked as "Final Sale" or on clearance.

The fastest and most efficient way to ensure you get the product you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item. We do not offer a direct exchange system.

If you have any questions about our refund policy, please do not hesitate to email us at info.domuspt@gmail.com. We are here to help make your experience with Domus exceptional!