Return & Refund Policy
Effective Date: November 13, 2026
Last Updated: November 13, 2026
At Eskvilo, we want customers to understand the options available when a purchase does not meet their expectations. This policy sets out the return application period, product eligibility, shipping-cost responsibility, and refund arrangements.
1. Return Eligibility Period
Customers may request a voluntary return of eligible merchandise within 30 calendar days after the recorded delivery date.
The return period begins when the order is delivered, rather than when payment is submitted.
To begin the process, contact service@eskvilo.com within the applicable period. A return request must be reviewed before the merchandise is sent back.
This voluntary arrangement does not replace a longer statutory withdrawal period or any other mandatory consumer remedy that applies to your purchase.
2. Merchandise That May Be Returned
For an ordinary change-of-mind return, the merchandise should generally meet the following conditions:
- It has not been used beyond reasonable inspection.
- It remains in a condition suitable for resale, where applicable.
- Original accessories and included components are present.
- Product labels, tags, and packaging are retained where reasonably possible.
- The customer can provide an order confirmation or other proof of purchase.
A product should not be altered, deliberately damaged, or stripped of its supplied components before a voluntary return.
Where an item is defective, damaged, or incorrectly supplied, its eligibility will be assessed under the applicable consumer-protection rules rather than being automatically rejected for failing an ordinary change-of-mind condition.
3. Items Excluded from Ordinary Change-of-Mind Returns
The following categories may be excluded from voluntary returns when the exclusion is lawful and was applicable to the purchase:
Customized merchandise: Products manufactured or personalized according to the customer's individual specifications.
Perishable products: Goods that deteriorate rapidly or have a limited usable life.
Opened hygiene-sensitive products: Certain sealed goods intended for health or hygiene purposes where the protective seal has been broken after delivery and resale is not reasonably possible for hygiene reasons.
Qualifying digital products: Digital content supplied electronically after the customer has given any consent and acknowledgment required by law concerning immediate performance and withdrawal rights.
Gift cards and stored-value products: Gift cards, prepaid balances, and similar products representing monetary value, except where a refund is legally required.
Final-sale merchandise: Items clearly identified as final sale or non-returnable before the purchase, to the extent that such a restriction is lawful.
These exclusions apply only to the extent permitted by applicable law. They do not automatically prevent a customer from seeking a remedy for defective, damaged, misdescribed, or incorrectly supplied merchandise.
4. Items Excluded from Ordinary Returns
Certain products may be excluded from voluntary change-of-mind returns because of their nature, condition, customization, or applicable legal restrictions.
The following exclusions apply only where the relevant products are offered by Dovsena and where such restrictions are permitted under applicable consumer protection laws.
4.1 Personalized or Custom-Made Products
Products specifically manufactured, engraved, printed, modified, or personalized according to an individual customer's requirements may not qualify for voluntary change-of-mind returns.
This may include products featuring customized names, personalized designs, unique measurements, or other customer-specific modifications.
However, selecting a standard product variation, such as a regularly available size or color, does not automatically classify an item as personalized or non-returnable.
4.2 Perishable or Time-Sensitive Products
Products that deteriorate rapidly, have a short shelf life, or cannot reasonably be returned because of their perishable nature may be excluded from voluntary returns.
Such exclusions apply only where permitted by applicable law.
4.3 Sealed Hygiene and Health-Protection Products
Certain products supplied with protective seals for legitimate hygiene or health-protection reasons may not qualify for voluntary returns after those seals have been removed following delivery.
This exclusion applies only when the nature of the product makes it unsuitable for return for genuine health or hygiene reasons and when applicable law permits the restriction.
Opening ordinary shipping packaging does not, by itself, automatically eliminate a customer's statutory return rights.
4.4 Digital Products and Downloadable Content
Digital products delivered electronically, including downloadable files, software, or other non-physical content, may be excluded from withdrawal or voluntary returns after supply has begun, provided that the required express consent and acknowledgment concerning the loss of withdrawal rights have been obtained where applicable.
Any mandatory cancellation or refund rights under applicable law remain unaffected.
4.5 Gift Cards and Stored-Value Products
Gift cards, prepaid credits, electronic vouchers, and similar stored-value products may be excluded from voluntary change-of-mind returns where legally permitted.
This does not limit any mandatory refund rights relating to unused balances, invalid products, or other circumstances protected by applicable law.
4.6 Final-Sale and Clearance Merchandise
Products clearly identified as "Final Sale" or "Non-Returnable" before purchase may be excluded from voluntary change-of-mind returns to the extent permitted by applicable law.
A promotional discount, seasonal sale, or clearance designation does not automatically remove statutory withdrawal rights or remedies for defective or incorrectly supplied goods.
4.7 Certain Unsealed Software and Recorded Media
Where applicable law recognizes such exclusions, sealed software, audio recordings, or video recordings may be excluded from voluntary returns once their protective seals have been removed following delivery.
4.8 Products Showing Excessive Use, Alteration, or Damage
For voluntary change-of-mind returns, merchandise that has been substantially used, permanently modified, damaged through improper handling, or returned with essential components missing may not qualify for a full voluntary refund.
Depending on the circumstances and applicable law, excessive handling or damage beyond what is necessary to establish the product's nature, characteristics, and functionality may result in a lawful reduction of the refundable amount.
Customers may reasonably inspect products after delivery. Ordinary inspection alone will not automatically disqualify an otherwise eligible return.
4.9 Exceptions for Defective, Damaged, or Incorrect Products
The exclusions described above do not override mandatory consumer rights.
Customers may still be entitled to an appropriate remedy if a product:
- Arrives damaged or defective.
- Is materially different from its advertised description.
- Does not match the product ordered.
- Is delivered with missing or incorrect essential components.
- Fails to meet applicable legal standards or mandatory product guarantees.
If any of these situations occur, please contact service@dovsena.com with your order number, a description of the issue, and supporting photographs where available.
Dovsena will review the circumstances and provide an appropriate remedy in accordance with applicable law. Depending on the situation, this may include repair, replacement, refund, or another legally required solution.
Nothing in this section limits or removes statutory withdrawal rights, mandatory product guarantees, or other consumer remedies that cannot legally be excluded.
5. Responsibility for Return Delivery Costs
Return-shipping costs are determined by the reason for the return, the circumstances of the purchase, and the consumer protection laws applicable to the transaction.
5.1 Change-of-Mind or Preference-Based Returns
For voluntary returns requested because of personal preference or a change of mind, customers are generally responsible for the direct cost of returning the merchandise to the authorized return destination, unless applicable law requires otherwise.
Examples include:
- Changing your mind after receiving the product.
- Ordering an incorrect size, color, or standard variation.
- Deciding that the product is no longer needed.
- Preferring a different item or style.
- Placing an order by mistake when the correct product was supplied.
Return-shipping costs may vary depending on the parcel's size, weight, shipping origin, return destination, and carrier selected.
Dovsena does not guarantee a fixed return-shipping price for all orders.
Where a paid return label or collection service is available, any applicable charge will be explained before the customer agrees to use it.
5.2 Defective, Damaged, or Incorrect Merchandise
If an item arrives defective, is damaged upon delivery, is materially misdescribed, or does not match the order, Dovsena will cover reasonable authorized return-shipping expenses when a physical return is necessary, subject to applicable law.
Depending on the circumstances and available logistics arrangements, we may:
- Provide a prepaid return-shipping label.
- Arrange an appropriate collection or return service.
- Provide instructions for a suitable return method.
- Reimburse reasonable return-shipping expenses that were authorized in advance and supported by valid shipping documentation.
Customers should contact our support team before arranging return shipment so that an appropriate solution can be determined.
Where a physical return is unnecessary, we may offer an alternative remedy consistent with applicable consumer rights.
Customers will not be required to pay return-shipping expenses that Dovsena is legally responsible for covering.
5.3 Return Authorization and Shipping Instructions
Before returning an item, please contact service@dovsena.com to request return authorization and shipping instructions.
After reviewing the request, our support team will provide the applicable authorized return address and any relevant packaging or shipping guidance.
The return destination may differ from Dovsena's registered company address.
Please do not ship merchandise to our registered business address or another destination without receiving the appropriate return instructions.
Sending items to an unauthorized address may cause processing delays or difficulties in identifying the returned merchandise.
The return authorization process will not be used to restrict or invalidate statutory rights that customers are entitled to exercise under applicable law.
5.4 Packaging, Tracking, and Shipping Documentation
Customers should package returned merchandise securely to minimize the possibility of damage during transportation.
Where reasonably available and applicable, we recommend:
- Using protective packaging suitable for the returned product.
- Including original accessories, supplied components, and accompanying items.
- Choosing a reliable carrier that provides shipment tracking.
- Retaining the shipping receipt and tracking number.
- Providing tracking information to our support team when requested.
For valuable or fragile merchandise, a tracked shipping method is strongly recommended.
Responsibility for lost or damaged return parcels will be determined according to applicable law, the return circumstances, and the shipping arrangements agreed with Dovsena.
A customer's mandatory statutory rights will not be automatically denied solely because a particular optional shipping service was not purchased.
5.5 Additional Shipping Fees and Optional Services
For voluntary change-of-mind returns where the customer is responsible for shipping expenses, optional charges for express delivery, additional insurance, special packaging, or premium courier services are generally borne by the customer.
Where Dovsena is responsible for return-shipping costs, customers should obtain our agreement before using unusually expensive or expedited shipping services.
Reimbursement may be limited to reasonable and necessary costs where permitted by law.
Please do not use cash-on-delivery or freight-collect shipping services unless specifically authorized in writing.
Dovsena does not charge a restocking fee for eligible returns.
5.6 International Returns and Customs Charges
For international returns, customs declarations, import procedures, and additional logistics requirements may apply.
Customers should contact our support team before arranging an international return so that the appropriate return destination and shipping instructions can be provided.
For voluntary change-of-mind returns, customers may be responsible for applicable return-shipping expenses and legally chargeable customs-related costs, where permitted by law.
For returns involving defective, damaged, or incorrectly supplied merchandise, responsibility for reasonable return-related expenses will be determined according to applicable consumer protection requirements.
Customers will not be required to bear costs that Dovsena is legally obligated to cover.
5.7 Return Shipping Costs and Refund Amounts
For voluntary preference-based returns, return-shipping fees paid directly to a carrier are generally not reimbursed unless required by law or expressly agreed by Dovsena.
Any original outbound delivery charges are handled separately under Section 6 of this policy.
Where an authorized return service involves a shipping charge payable by the customer, we will communicate that charge before the service is arranged.
Any deduction from a refund will be made only where legally permitted and appropriately disclosed.
If an order contains multiple items returned for different reasons, shipping responsibilities may be assessed separately based on the circumstances of each return.
All return-delivery arrangements remain subject to mandatory consumer protection laws, and any conflicting statutory requirement will take precedence.
6. Original Delivery Charges
Original outbound shipping charges for an ordinary change-of-mind return are generally non-refundable where applicable law permits this treatment.
If consumer legislation requires reimbursement of the original standard delivery cost, the legally required amount will be included in the refund.
Where a customer selected an optional premium delivery service, any reimbursement will be handled according to the applicable legal requirements.
7. Authorized Return Destination
The correct return destination will be communicated by our support team after the return request has been reviewed and authorized.
The company's registered business address is used for business identification. It is not automatically a parcel-return warehouse or an authorized return-receiving location.
Customers should not send return packages to an unconfirmed address.
A parcel sent without prior authorization may be delayed in identification or processing.
8. Examination of Returned Merchandise
After an authorized return is received, we will examine the merchandise and compare its condition with the reason stated in the return application.
The assessment may consider:
- Whether the correct item was returned.
- Whether the supplied components are present.
- Whether there is evidence of a reported defect or delivery problem.
- Whether the product condition is consistent with the return reason.
- Whether the request satisfies the applicable return requirements.
Once the review is complete, we will inform the customer of the decision and the available resolution.
Where a voluntary return is not approved, we will explain the reason and any available next steps. This does not affect rights that cannot lawfully be restricted.
9. Refund Method and Timing
Approved refunds are normally initiated to the original payment method.
We aim to initiate an approved refund within 10 business days after the refund decision, or earlier when required by applicable law.
The refund initiation date is not necessarily the date the money appears in the customer's account. Banks, card issuers, and payment providers may require additional time to process and post the credit.
Where the law permits us to wait for returned merchandise or evidence of dispatch before issuing a refund, we may follow that procedure.
If the original payment method is no longer available, please contact us so that an appropriate lawful arrangement can be considered.
10. Order Cancellation
If you no longer wish to proceed with an order, contact us as soon as possible.
We will review cancellation requests based on the order's fulfillment stage.
A cancellation may be possible before dispatch, but it cannot be guaranteed once packing, carrier handover, or shipment has progressed beyond the stage at which changes can be made.
Where a paid order is successfully cancelled, the applicable refund will be arranged under the relevant payment and legal requirements.
11. Replacement and Exchange Requests
Customers who receive damaged, defective, or incorrect merchandise may contact us to discuss an appropriate remedy.
An exchange or replacement depends on product availability and the circumstances of the issue.
Where a replacement cannot reasonably be provided, other remedies required by applicable law remain available.
12. Statutory Consumer Protection
This policy describes Eskvilo's voluntary return arrangements and does not eliminate mandatory consumer rights.
Depending on the customer's location and the transaction, applicable legislation may provide additional withdrawal rights, remedies for non-conforming goods, replacement rights, refund entitlements, or shorter processing deadlines.
Where a mandatory legal rule conflicts with this policy, the applicable legal requirement takes precedence.
13. Return and Refund Support
For return applications, refund inquiries, or questions about an existing request, contact:
Email: service@eskvilo.com
Telephone: +86 16681937542
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Please include your order number in your message.
14. Operating Company Information
Operating Company: Guangzhou Xuanliang Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK8K4P85Y
Company Address: Room K427, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
Website: https://eskvilo.com