Refund & Returns
Not satisfied and want to return an item you ordered?
No problem: you can use your 30-day return right starting from the date your order is delivered.
How it works
Send us an email at support@doyoo.com with your order number and a short description of your request. Our team will respond within 24 hours and take care of the rest of the process — fast, simple, and customer-friendly.
IMPORTANT
Please do not send items back without first contacting us — for example, do not ship anything directly to a company address. Doing so risks your package being lost, and in that case we will not be able to issue a refund.
Always request your return by email at support@doyoo.com first, quoting your order number. Once your return is authorized, we will provide you with the correct return shipping address and instructions. This is the only way we can ensure smooth processing and correctly match your return to your order. Thank you for your understanding.
Our 30-Day Return Right
Northstar Labs LLC voluntarily offers all customers a 30-day return right, starting from the date of delivery.
This return right applies exclusively to unused goods. "Unused" means the item has not been put into ongoing use and is in its original condition. Briefly connecting or trying out the product to check that it works is not considered use, as long as it has not left any visible signs of use or soiling.
If an item has been used beyond a simple functionality check, we may still accept the return, but subject to a reasonable deduction based on the condition of the returned product.
Refunds
Once we receive and inspect your returned item, we will refund the purchase price to your original payment method, generally within 10 days of receiving and inspecting the return. Return shipping costs are the customer's responsibility, unless we state otherwise in your specific case.
Cancelling an Order Before It Ships
You can cancel your order at any time before it has shipped. Cancellations take effect as soon as we receive your message (e.g., by email at support@doyoo.com). Orders are typically processed and shipped within 5–8 days. If your order has not yet shipped at the time we receive your cancellation request, it will be cancelled.
Items Excluded From Return
For health and hygiene reasons, certain items cannot be returned once used. This includes the activated carbon filter for the DOYOO PURE showerhead: once water has passed through the filter, it can no longer be resold for hygiene reasons, and returns or refunds for a used filter are excluded.
An unused activated carbon filter can still be returned within the 30-day return window described above. Once the filter has been used — meaning water has passed through it — it can no longer be returned.
Packaging Tips
To help avoid damage in transit, please return items in their original packaging with all accessories and packaging materials included, using additional protective outer packaging if needed. If you no longer have the original packaging, please use suitable packaging that offers adequate protection during shipping.
