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Refund policy

RETURN AND REFUND POLICY

Last Updated: September 21, 2026

At Doorwell Home, operated by NEOMART LLC, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged products, and order cancellations.

  1. RETURN WINDOW

You may request a return within 30 days after the date your order is delivered.

To be eligible for a return:

  • The product must be unused, unassembled, and in the same condition in which it was received.

  • The product must include its original packaging, components, accessories, manuals, and proof of purchase.

  • The product must not show signs of installation, alteration, misuse, damage, excessive wear, or improper handling.

  • You must contact us and receive return authorization before sending the product back.

Products returned without prior authorization may not be accepted.

  1. HOW TO REQUEST A RETURN

Before returning any product, contact us at:

Email: support@doorwellhome.com
Phone: +1 754-235-5141
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

Please include:

  • Your full name

  • Order number

  • Product being returned

  • Reason for the return

  • Photographs or video if the product arrived damaged, defective, incomplete, or incorrect

If your return is approved, we will provide return instructions. The default return destination is our company address:

NEOMART LLC
219 W La Mirada Dr
Phoenix, AZ 85041
United States

Do not mail a return until our customer service team confirms the return instructions by email.

  1. RETURN SHIPPING COSTS

Customer-Preference Returns

If you return a product because you changed your mind, ordered the wrong item, selected the wrong size or color, no longer need the product, or for another reason not caused by Doorwell Home, you are responsible for the return shipping cost.

Original shipping charges, if any, are not refundable unless required by law.

Damaged, Defective, Incomplete, or Incorrect Products

If a product arrives damaged, defective, incomplete, or different from what you ordered, Doorwell Home will be responsible for the reasonable return shipping cost.

Please contact us promptly after delivery and provide clear photographs or video showing:

  • The product

  • The packaging

  • The shipping label

  • The damaged, defective, missing, or incorrect portion

We may provide a prepaid return label, replacement, missing component, or refund, depending on the circumstances.

  1. RETURN PACKAGING

Customers are responsible for securely packaging approved returns. We recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

Doorwell Home is not responsible for customer-paid return packages that are lost, misdirected, or damaged during return transportation.

  1. INSPECTION AND REFUND PROCESSING

After the returned product is received, we will inspect it and notify you whether the refund is approved.

Approved refunds are issued to the original payment method within 5 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

We cannot issue a refund to a different payment method.

  1. RESTOCKING FEES

Doorwell Home does not charge a restocking fee for eligible returns.

However, a refund may be denied or reduced when legally permitted if the returned product:

  • Is missing parts or accessories

  • Has been used, assembled, installed, altered, or damaged

  • Is not returned in its original condition

  • Is improperly packaged and damaged during return shipment

We will contact you before making any deduction.

  1. EXCHANGES

We accept exchanges for eligible products.

To request an exchange, contact support@doorwellhome.com within 30 days after delivery. Exchanges are subject to product availability.

For customer-preference exchanges, the customer is responsible for returning the original product. If the requested replacement is unavailable, we may offer a refund or another available product.

For damaged, defective, incomplete, or incorrect products, Doorwell Home will cover reasonable replacement-related shipping costs.

  1. NON-RETURNABLE PRODUCTS

The following products are not returnable unless they arrive damaged, defective, or incorrect:

  • Gift cards

  • Final-sale or clearance products clearly marked “Final Sale”

  • Personalized, customized, or made-to-order products

  • Products damaged through misuse, improper assembly, improper installation, neglect, or unauthorized modification

  • Products returned more than 30 days after delivery

These restrictions do not limit any non-waivable rights available under applicable law.

  1. ORDER CANCELLATIONS

You may request an order cancellation within 12 hours after placing the order by contacting support@doorwellhome.com.

Cancellation requests are not guaranteed. If your order has already entered processing, been packed, or shipped, it cannot be canceled and must be handled under the standard return process.

If we successfully cancel an order before shipment, the refund will be issued to the original payment method.

  1. REFUSED AND UNDELIVERABLE PACKAGES

If a package is refused, unclaimed, or returned because the customer provided an incorrect or incomplete address, any refund will be processed after the package is returned and inspected.

Where legally permitted, actual return transportation or reshipping costs may be deducted from the refund.

  1. CONTACT US

Doorwell Home is operated by NEOMART LLC.

NEOMART LLC
219 W La Mirada Dr
Phoenix, AZ 85041
United States

Email: support@doorwellhome.com
Phone: +1 754-235-5141
Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time