At dawvoi®, we want you to understand your options if a purchase is not right for you or something arrives with a problem. This policy explains return eligibility, how to request assistance, shipping costs, and refund processing.
This policy applies to purchases made through dawvoi.com, which is owned and operated by Hubei Xinran Trading Co., Ltd.
Your Return Window
You may request a return for an eligible product within 30 calendar days after confirmed delivery.
To begin the process, email service@dawvoi.com within this period. Our team will review your request and provide the next steps.
Requests submitted after the 30-day window may not be accepted unless required by applicable law. This voluntary return window does not limit statutory rights relating to faulty, damaged, or misdescribed products.
Start a Return
Please contact us before sending any item back. Include:
- Your order number or other valid proof of purchase.
- The name of the product you wish to return.
- The reason for your request.
- Relevant photographs or videos if you are reporting a product issue.
If approved, we will provide the designated return address and instructions for preparing and sending your package.
Please wait for these instructions before shipping your return.
Condition of Items Returned
For a change-of-mind or other preference-based return, toys must be:
- Unused and unaltered.
- In their original condition and packaging.
- Complete with all pieces, accessories, instructions, and other included materials.
- Accompanied by valid proof of purchase.
Please check that all components are included before packing your return. Products showing signs of play, wear, modification, damage, or missing pieces may not qualify for a full refund, subject to applicable law.
These conditions do not remove your rights if an item arrived damaged, defective, incomplete, incorrect, or materially different from its description.
Items Excluded from Preference-Based Returns
Unless required by applicable law, we do not accept preference-based returns of:
- Customized or personalized products.
- Gift cards.
- Items clearly identified as final sale or non-returnable before purchase.
- Products damaged through misuse, unauthorized modification, or failure to follow applicable instructions.
Returns sent without authorization may not be accepted or processed. Please contact us first so that we can identify your order and provide the correct instructions.
If Your Order Has a Problem
Please inspect your items promptly after delivery. If a toy arrives damaged, defective, incomplete, or incorrect, contact service@dawvoi.com as soon as possible.
To help us assess the issue, provide:
- Your order number.
- A brief description of the problem.
- Clear photographs or videos of the affected product.
- Photographs of the packaging and shipping label, where available.
If a toy appears damaged or unsafe, stop using it while the issue is being reviewed. Retain the product and its original packaging where possible until we provide further instructions.
Once the issue is reviewed and confirmed, we will arrange an appropriate resolution. This may include a replacement, refund, or approved return at no additional cost to you, in accordance with applicable law.
Where to Send Approved Returns
Do not send returns to our registered business address.
The designated return location may vary according to the product, fulfillment facility, and your delivery destination. Our customer-service team will provide the correct address after reviewing and approving your request.
Items sent to an unauthorized or incorrect address may not reach the appropriate facility and may not be processed.
Who Pays Return Shipping?
Change-of-Mind Returns
For eligible returns based on personal preference, an incorrect product selection, or a change of mind, you are generally responsible for return shipping costs.
Original shipping charges are generally non-refundable for these returns, except where applicable law requires otherwise.
Damaged, Defective, Missing, or Incorrect Items
If we confirm that the issue resulted from a damaged, defective, incomplete, incorrect, or materially misdescribed product, we will provide an appropriate solution without additional cost to you.
Contact us before arranging return shipping so that we can explain the applicable process and shipping arrangements.
Refund Review and Timing
Once your eligible return has been received and inspected, we will notify you of the refund decision.
Approved refunds will be issued to the original payment method within 5–10 business days after receipt and inspection of the returned product.
Your bank, card issuer, or payment provider may need additional time to make the funds available in your account.
Where legally permitted, a refund may be reduced to reflect missing components, damage, alterations, or diminished value caused by handling beyond what is reasonably necessary to inspect the item. We will explain any applicable deduction.
If you have received a refund confirmation but cannot locate the funds after the expected processing period, contact your payment provider and then our team for further assistance.
Exchanges
Exchanges depend on product availability.
For an eligible preference-based exchange, we may recommend returning the original item for a refund and placing a separate order for the replacement.
If your item arrived damaged, defective, incomplete, or incorrect, contact us before purchasing another item so that we can arrange the appropriate resolution.
Canceling an Order
If you need to cancel, email service@dawvoi.com immediately and include your order number.
We will make reasonable efforts to accommodate your request. However, cancellation cannot be guaranteed once processing, fulfillment, or shipment preparation has begun, without affecting any cancellation rights provided by law.
If your order has already shipped, you may need to follow the applicable return procedure after delivery. If we confirm cancellation after collecting payment, we will refund the amount due to the original payment method.
Ordering and Delivery Information
To place an order, select your products and available options, add them to your cart, and complete checkout with accurate contact, shipping, and payment details.
An order confirmation will be emailed after submission. Available tracking details will be sent once your order ships.
For processing estimates, delivery information, and assistance with delayed or missing packages, please review our Shipping Policy.
Contact Our Team
For help with returns, refunds, exchanges, cancellations, or a product issue, contact:
Email: service@dawvoi.com
Phone: +852 4406 757
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days. This is an initial response target and is separate from return inspection and refund processing times.
Business Information
dawvoi® is owned and operated by Hubei Xinran Trading Co., Ltd. The company is responsible for the sale of products, order processing, customer support, returns, refunds, and other transactions conducted through dawvoi.com.
Brand Name: dawvoi®
Website: dawvoi.com
Company Name: Hubei Xinran Trading Co., Ltd.
Registered Address:
Office 1204, No. 188 Yanjiang Avenue, Wujiagang District, Yichang, Hubei, China.
This address is provided for business identification and is not the designated return address.
Nothing in this policy excludes or restricts consumer rights that cannot legally be waived.