DOZEWAY — Cancellation, Returns & Refund Policy

PLEASE READ THIS POLICY CAREFULLY BEFORE PLACING YOUR ORDER.

For all cancellation, return, or delivery inquiries, contact support@dozeway.store and include your order number.

1. Order Cancellations — 12-Hour Window

You may cancel your order by emailing support@dozeway.store within 12 hours of placing it. Use the subject line “Cancel Order #[your order number]”.

The time we receive your email determines whether your request falls within the cancellation window—not the time our team responds.

After 12 hours, your order enters processing and standard cancellation requests are no longer accepted, even if you have not yet received a tracking number. Exceptions apply where cancellation or a refund is required by law.

Orders successfully canceled within the permitted window will be refunded to the original payment method.

2. Limited Return Eligibility

DOZEWAY does not offer general change-of-mind returns.

Except where required by applicable law, claims are limited to:

• Products that arrive damaged or defective.

• Orders that are not delivered despite a complete and correct shipping address being provided at checkout.

A non-delivery claim does not require returning an item you never received. Keeping a delivered package unopened does not, by itself, make it eligible for a return.

3. Damaged or Defective Products

If your product arrives damaged or defective, contact us promptly with your order number, a description of the issue, and clear photos of the product and packaging where available.

Keep the product and packaging while we review your claim. We will arrange an appropriate replacement or refund for a confirmed issue, subject to applicable consumer rights. If a return is necessary for a confirmed damaged or defective item, we will provide instructions and cover the required return shipping.

Opening the package to discover or reasonably inspect a defect does not invalidate a damage or defect claim. Damage caused by misuse, alteration, or ordinary wear after delivery is not covered by this policy.

4. Orders Not Received

If your order has not arrived, contact us so we can review the shipping address and investigate with the carrier.

If non-delivery is confirmed and you provided the correct address, we will arrange a replacement or refund as appropriate. A tracking status marked “delivered” will be reviewed alongside any other available evidence.

5. Incorrect or Incomplete Addresses

You are responsible for checking your shipping address before completing checkout, including apartment numbers, postal codes, and other required details.

We do not provide free replacements or refunds for delivery failures caused by an incorrect or incomplete address supplied by the customer, except where required by law.

Contact us immediately if you notice an error. Address changes cannot be guaranteed once processing begins.

6. Returns We Do Not Accept

Except where required by law, we do not accept returns because:

• You changed your mind or no longer want the product.
  

• You opened, used, washed, or handled the product and simply wish to return it.

• You ordered by mistake and missed the 12-hour cancellation window.

7. Return Instructions & Refunds

Contact us before sending any item back. We will provide the appropriate instructions and return address for eligible claims. Do not send returns to the address printed on the shipping label unless we specifically instruct you to do so.

Approved refunds are issued to the original payment method. The time for funds to appear depends on your bank or payment provider.

8. Your Statutory Rights

This policy does not exclude or restrict mandatory consumer rights. Where applicable, these include rights relating to faulty or misdescribed goods, non-delivery, shipment delays, and cancellation.

For eligible online purchases covered by EU/EEA or UK consumer law, a statutory 14-day withdrawal right generally applies, subject to lawful exceptions. Where such rights apply, they take priority over our 12-hour cancellation window and change-of-mind restrictions.

Questions? Contact support@dozeway.store before purchasing.