Refund policy

Return & Refund Policy

Thank you for shopping with doeandhope.

This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds, exchanges, damaged or defective products, incorrect products, and order cancellations for purchases made through https://doeandhope.shop.

Our primary sales market is the United States.

Store Information

Store Name: doeandhope
Website: https://doeandhope.shop
Email: info@doeandhope.shop
Phone: +61 2 4092 2682

Business Address:
12 Chesterton Ct
Cambridge Gardens, NSW 2747
Australia

Return Address:
12 Chesterton Ct
Cambridge Gardens, NSW 2747
Australia

Return Window

Customers may request an eligible return within 30 business days after receiving the product.

The return period begins on the date the applicable shipping carrier records the order as delivered.

Customers must contact us within this 30-business-day period to initiate a return.

Return requests submitted after the applicable return period may not be accepted unless otherwise required by applicable law.

How to Request a Return

To request a return, please contact:

info@doeandhope.shop

Please provide:

  • Your order number;

  • Your full name;

  • The email address associated with the order;

  • The product you wish to return;

  • The reason for the return;

  • Photographs showing the condition of the product;

  • Photographs of packaging where the item arrived damaged;

  • Any other reasonable information requested to evaluate the return.

Please wait for our return instructions before sending any product back.

Products returned without following the provided return instructions may experience processing delays.

General Return Eligibility

For a standard return, products should generally:

  • Be requested for return within 30 business days after delivery;

  • Be in substantially the same condition in which they were received;

  • Be free from customer-caused damage;

  • Include supplied accessories, components, cases, or documentation where applicable;

  • Include original packaging where reasonably possible;

  • Be suitable for reasonable inspection upon return.

Because some products may be antique, collectible, handcrafted, decorative, or individually distinctive, normal age-related characteristics or variations do not necessarily constitute defects where they are accurately represented or described on the product page.

Antiques and Vintage-Style Items

Antique or collectible items may display characteristics such as:

  • Patina;

  • Surface wear;

  • Small marks;

  • Discoloration;

  • Material variation;

  • Age-related characteristics;

  • Previous repairs or restoration where disclosed;

  • Other individual characteristics.

Where such characteristics are accurately shown or disclosed before purchase, they do not automatically constitute damage or a defect.

Customers should carefully review all available photographs, dimensions, condition information, and product descriptions before ordering.

Art and Sculptures

Artworks and sculptures should generally be returned in substantially the same condition in which they were received.

Products that have been:

  • Repainted;

  • Refinished;

  • Drilled;

  • Glued;

  • Repaired;

  • Permanently mounted;

  • Altered;

  • Damaged after delivery

may not qualify for a standard change-of-mind return.

Any supplied stand, frame, base, case, or related component should be returned where applicable.

Curios and Decorative Objects

Curios, unusual decorative objects, and collectible accessories should generally be returned complete and in substantially original condition.

Customers should not permanently modify, clean aggressively, chemically treat, polish, repaint, or alter a collectible product before requesting a standard return.

Rugs and Textiles

Rugs, textile products, and similar items should generally be returned clean and in substantially the same condition in which they were received.

For a standard change-of-mind return, products should generally be free from:

  • New stains;

  • New odors;

  • Pet hair;

  • Customer-caused tears;

  • Water damage caused after delivery;

  • Permanent alterations;

  • Cutting or resizing;

  • Customer-caused discoloration.

Vintage-style or collectible textile products may have variations in weave, pattern, coloration, texture, or appearance where disclosed on the product page.

Product Condition and Natural Variation

Some collectible, handmade, decorative, textile, or antique-style products may not be visually identical from one item to another.

Minor variations in:

  • Color;

  • Texture;

  • Finish;

  • Surface appearance;

  • Pattern;

  • Shape;

  • Patina

do not necessarily constitute defects where they are consistent with the product description and photographs.

Authenticity and Product Description

We make reasonable efforts to describe products accurately based on the information available to us.

Unless expressly stated in an individual product listing, customers should not assume that a product:

  • Has been independently authenticated;

  • Has been professionally appraised;

  • Has a guaranteed historical date;

  • Has a guaranteed artist attribution;

  • Has documented provenance;

  • Has a guaranteed investment value;

  • Will increase in market value.

Any specific authenticity, artist, period, origin, material, provenance, or certification claim will apply only where expressly stated in the applicable product listing.

Change-of-Mind Returns

Eligible customers may request a return for reasons including:

  • Change of mind;

  • Product no longer required;

  • Incorrect customer selection;

  • Size concerns;

  • Style or design preference.

The product must still satisfy the applicable return eligibility conditions.

Damaged, Defective or Incorrect Products

Please contact us promptly if you receive:

  • A product damaged during delivery;

  • A defective product;

  • An incorrect item;

  • An incomplete order;

  • A product with missing components;

  • A product materially different from what was ordered.

We may request:

  • Photographs;

  • Videos;

  • Packaging images;

  • Images showing the relevant issue;

  • Other reasonable supporting information.

Where the issue is confirmed to have resulted from our error or a product defect, we will provide an appropriate remedy.

Return Shipping Costs

For confirmed damaged, defective, incorrect, or incomplete products resulting from our error, doeandhope will cover reasonable return shipping costs where applicable.

For eligible returns based on change of mind, personal preference, dimensions, incorrect customer selection, or another reason not caused by our error, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.

The applicable return shipping arrangement will be communicated before the product is returned.

Fragile and Valuable Product Returns

Artworks, sculptures, curios, collectible items, and other fragile products may require careful return packaging.

Customers should package returned products securely to reduce the risk of:

  • Scratching;

  • Breakage;

  • Bending;

  • Moisture damage;

  • Surface abrasion;

  • Loss of components.

Where reasonably available, customers should use a trackable shipping method and retain proof of shipment.

Return Method

Unless another approved return destination is provided, eligible returns should be sent to:

doeandhope
12 Chesterton Ct
Cambridge Gardens, NSW 2747
Australia

Customers must contact us before sending any product back.

Return Inspection

After receiving a returned product, we may inspect:

  • Product condition;

  • Packaging;

  • Included accessories;

  • Product completeness;

  • Signs of modification;

  • Customer-caused damage;

  • Return eligibility.

We will notify the customer after the returned product has been reviewed.

Refund Method

Approved refunds will be returned to the original payment method used for the purchase.

We do not normally substitute store credit for an approved monetary refund unless the customer expressly agrees.

Refund Processing Time

Once a refund has been approved, doeandhope will process the approved refund within 7 business days.

The approved amount will be returned through the original payment channel used for the purchase.

After we issue the refund, the customer's bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer's account.

Refund Amount

An approved refund will ordinarily include the eligible purchase amount of the returned product.

Any additional refundable amount will depend on the circumstances of the return and applicable law.

Exchanges

Customers wishing to request an exchange should contact:

info@doeandhope.shop

Exchange availability depends on inventory.

Because antique, collectible, artistic, and decorative products may be individually distinctive, an identical replacement may not always be available.

If an exchange cannot be provided, an eligible customer may return the original product and place a new order.

Order Cancellation

Customers wishing to cancel an order should contact us as soon as possible.

We will make reasonable efforts to cancel eligible orders before fulfillment begins.

Once an order has entered fulfillment or shipped, cancellation may no longer be possible. Customers may instead follow the applicable return procedure after delivery.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or restrict mandatory consumer rights that cannot legally be waived.

Contact Us

doeandhope
Email: info@doeandhope.shop
Phone: +61 2 4092 2682

12 Chesterton Ct
Cambridge Gardens, NSW 2747
Australia