Customer Service Policy

This Customer Service Policy applies to all purchases and inquiries made through doonausmall.com. Our customer service team is available at support@doonausmall.com. We respond to all messages within 24 to 48 business hours, excluding major holidays.

Scope of Support

We assist with order status, shipping updates, product assembly questions, return requests, and warranty guidance. We do not provide mechanical repairs or replacement parts for damage caused by misuse, accidents, or normal wear and tear.

Order Modifications

After placing an order, you will receive a confirmation email. To change your shipping address or cancel your order, contact us within 12 hours of placing the order. After 12 hours, your order may have entered our 1 to 3 business day processing window, and changes cannot be guaranteed.

Damaged or Defective Items

If your Doona or Liki Trike arrives damaged, contact us within 7 days of delivery. Include photos or a short video showing the damage along with your order number. We will provide a prepaid return label and send a replacement at no additional cost.

Response Times

Standard inquiries receive a reply within 2 business days. Return authorizations are issued within 2 business days of request. Escalated issues marked ESCALATION in the subject line are reviewed within 48 hours.

Language

All customer service communications are conducted in English. Please write your emails in English for fastest processing.

Policy Updates

This policy may be revised occasionally. The latest version is always available on our website.