EXCHANGE & RETURN POLICY

 

l   All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. Should this happen please return the damaged or wrong products by simply contact.

l   We do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. If you have returned a damaged, defective, or incorrect product to us, the return shipping fee will also be refunded to you.

l   The color and display setting of different monitors may vary, therefore the color difference between the actual product and the product shown on the monitor might happen. It is not defective or incorrect so exchange and return are not applicable to this case.

l   Merchandise must include any original packaging, dust bags, warranty/authenticity cards, spare parts and all tags intact, including hangtag.

l   Only in case the product was sold out, we'll refund the value of the product in the same form of payment originally used for purchase.

 

Return Procedures for Hong Kong Orders

l  If you have received a defective or incorrect item, please contact us at info@doughnutofficial.com with your doughnutofficial.com 

    1. User name
    2. Order number

l  Or drop off the items at our shops:

Sham Shui Po Store

      G/F., 68 Fuk Wa Street, Sham Shui Po, Hong Kong
      Tel: +852 2386-3279

Causeway Bay Store

      454 Hennessy Road, Causeway Bay, Hong Kong
      Tel: +852 2836-3828

Tuen Mun Store

      Shop 2015, 2/F, Phase 1, Tuen Mun Town Plaza
      Tel: +852 3596-7947

Sha Tin Store

      Shop No.22, Citylink Plaza, Shatin, Hong Kong
      Tel: +852 2838-4233

 

Return Procedures for International Orders

l  If you have received a defective or incorrect item, please contact us at info@doughnutofficial.com with your doughnutofficial.com 

    1. User name
    2. Order number

 

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GUARANTEE 


BACKPACK

All Doughnut backpacks come with a guarantee of 1 year general repair from the date of purchase against any defective materials or workmanship. Doughnut can repair the product depending on the availabilty of spare parts at the owner of the product's own expense*. In the event that defects in materials or workmanship become apparent during the guarantee period, return the product to designated locations for parts repair along with the proof purchase^.

Doughnut shall not be responsible for any damages caused by improper or negligent use, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, or damage casued by the carrier. 

 

^Proof of purchase which includes the date of purchase, location and price.

*Purchase refer to the information below about the cost of backpack parts repair. 

 

Backpack Repair Item

 

  Within 1 year purchase + Proof   

  

   Over 1 year purchase / No proof     

   

General Repair

Free HK$50

Leather straps (per pair)

HK$20 HK$30

Zipper Head (per zipper head) 

HK$5 HK$30

Zipper (per zipper)

HK$80 HK$80

Change material of backpack, including mesh & body material (per material and position)

HK$80 HK$80

Sew up hole in backpack (per hole) 

Free HK$50



If repair service is s needed, firstly, please kindly email the following items to info@doughnutofficial.com 
 

    1. 3 images of your backpack. Please be sure to send in clear images, as the quality of the pictures will allow us to properly identify and evaluate your backpack.
    2. A copy of the proof of purchase which includes the date of purchase, location and price.

 

LUGGAGE

All Doughnut luggage comes with a guarantee of 3 years from the date of purchase against any defective materials or workmanship. Doughnut can repair the product depending on the availability of spare parts at the owner of the product's own expense*. In the event that defects in materials or workmanship become apparent during the guarantee period, return the product to designated locations for parts repair along with proof of purchase^.

Doughnut shall not be responsible for any damages caused by improper or negligent use, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, or damage caused by the carrier. 

 

^Proof of purchase which includes the date of purchase, location and price.

*Please refer to the information below about the cost of luggage parts repair.


Luggage Repair Item    

 

  Within 3 years purchase + proof   

  

    Over 3 years purchase / Without proof   

       

General Repair  

Free

 HK$100

Inner Hook (per piece)

Free  HK$100 + HK$20

Zipper Head (per piece) 

Free  HK$100 + HK$30

Pull Handle / Wheel (per piece)                

Free  HK$100 + HK$50

TSA Lock / Handle (per piece) 

Free  HK$100 + HK$70

Zipper (per zipper)

Free  HK$100 + HK$80

 

If repair service is s needed, firstly, please kindly email the following items to info@doughnutofficial.com 
 
      1. 3 images of your luggage. Please be sure to send in clear images, as the quality of the pictures will allow us to properly identify and evaluate your luggage.
      2. A copy of the proof of purchase which includes the date of purchase, location and price.


WHAT'S NEXT?

Once we receive your email we will contact you within 2-5 working days to confirm if the luggage is considered warrantable. If the luggage is considered non-warrantable, or a valid receipt is not attached, we will provide you alternative repair/replacement options.

 

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