Template notice: This is a general-purpose cancellation and refund policy template prepared to give Doncina a working starting point. It is not legal advice. Have it reviewed by a qualified attorney before relying on it — refund and deposit terms are subject to consumer protection laws that vary by state, and the specific dollar amounts and windows below are placeholders you should set deliberately, not defaults to leave as-is.
This policy explains how cancellations, changes, and refunds are handled for Doncina orders and event bookings. It works alongside our Terms of Service.
1. Shop Orders (Non-Personalized Items)
- Unopened, unused, non-personalized items may be returned within 14 days of delivery for a refund to your original payment method, minus original shipping costs.
- You are responsible for return shipping costs unless the item arrived damaged or defective.
- Refunds are processed within 5-10 business days of us receiving the returned item.
2. Personalized & Custom Orders
- Because personalized and made-to-order items (custom apparel, engraved gifts, photo gifts, custom banners, and similar) are produced specifically for you, they are not eligible for return or refund once production has begun, except in the case of a defect or an error on our part in fulfilling what was approved.
- If your personalized order arrives damaged, defective, or doesn't match your approved proof, contact us within 7 days of delivery with photos, and we'll arrange a replacement or refund.
3. Event Service Bookings
Below is a starting-point cancellation schedule. Set these windows and percentages deliberately based on your real production lead times and vendor commitments — the numbers below are illustrative placeholders.
| Notice Before Event | Deposit | Remaining Balance |
|---|---|---|
| 14+ days | Non-refundable, transferable to a rescheduled date within 6 months | Fully refundable |
| 7–13 days | Non-refundable | 50% refundable |
| Under 7 days | Non-refundable | Non-refundable |
- Weather-related cancellations for outdoor events are handled case-by-case; where possible, we'll offer to reschedule rather than cancel outright.
- If we are unable to fulfill a confirmed booking due to circumstances on our end, you will receive a full refund of all amounts paid.
4. Doncina Club Membership
- Membership fees are generally non-refundable once your membership period has begun.
- If you cancel mid-term, you retain access to member benefits through the end of your current paid period, but no prorated refund is issued.
5. Damaged or Defective Items
If any item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and photos of the issue. We'll arrange a replacement, repair, or refund at our discretion.
6. How to Request a Cancellation or Refund
Email info@doncina.com or call (323) 422-0216 with your order number or booking confirmation, and a description of the issue. We aim to respond within 1-2 business days.