Return and Refund Policy

Effective Date: October 20

COMPANY NAME: Chaozhou Yiyinlang Culture & Media Co., Ltd.

COMPANY ADDRESS: Room 509, 5th Floor, Comprehensive Building No. 5, North Side of Yuting Road, Cailong Village, Fengxi Town, Chao'an District, Chaozhou City

POSTAL CODE: 521031

COUNTRY/REGION: China

1. Overview

At Dorvenlo®, we want you to feel confident when shopping for our fireplace and wood stove accessories.

This Return and Refund Policy explains the conditions for returning products, requesting refunds, reporting damaged or incorrect items, and resolving orders with missing items.

Please review this policy before submitting a return request. Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.

2. Return Window

You may request a return within 30 days of receiving your order.

To qualify for a standard return, your request must be submitted within this 30-day period and the product must meet the eligibility requirements described below.

Returns requested outside the applicable return window may not be accepted unless required by applicable law or otherwise approved by Dorvenlo®.

The 30-day return window does not limit any separate rights you may have concerning defective, damaged, incorrectly supplied, or otherwise non-conforming products under applicable law.

3. Return Eligibility

3.1 Change-of-Mind Returns

If you change your mind or no longer need an item, you may request a return within the 30-day return window, provided the item:

Is unused and has not been installed or put into service.
Is clean and in its original condition.
Is complete, including all supplied components, accessories, and parts.
Is securely packaged for return shipment.

Please contact us before returning any item. Products sent back without prior return authorization may experience processing delays or may not be matched to the correct order.

3.2 Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains an incorrect item, or is missing an item, please contact us within 7 days of receiving your order.

Please provide:

Your order number.
A description of the problem.
Clear photographs of the affected product, packaging, or items received, where applicable.

We will review the information and determine an appropriate resolution.

For confirmed issues involving damaged, incorrect, or missing items, Dorvenlo® will cover the applicable resolution costs. Depending on the circumstances, the resolution may include a replacement, exchange, or refund.

The requirement to report an issue within 7 days does not remove any rights that cannot lawfully be limited under applicable consumer protection laws.

4. How to Request a Return

All returns must be requested and approved before the product is shipped back.

Step 1: Contact Customer Support

Email service@dorvenlo.com within 30 days of receiving your order. Include your order number and the reason for your return.

Step 2: Wait for Return Instructions

Our team will review your request and, if approved, provide return instructions and confirm the return address.

Please do not send a return shipment before receiving approval.

Step 3: Ship the Approved Return

Once your return request is approved, you must ship the item within 3 days of approval, unless we agree otherwise in writing or applicable law requires additional time.

Please package the item securely and retain your shipping receipt and tracking information.

Step 4: Return Inspection

After the returned item arrives, we will inspect it to verify its condition and eligibility for the requested resolution.

Step 5: Refund or Other Resolution

If the return qualifies for a refund, we will initiate the refund to your original payment method within 5–10 business days after receiving the returned item, subject to inspection and applicable law.

Your payment provider or financial institution may require additional time to post the refund to your account.

5. Return Shipping Costs

5.1 Change-of-Mind Returns

For returns due to a change of mind, ordering the wrong item, or no longer needing the product, the customer is responsible for the return shipping costs.

Original shipping fees paid for the initial order are non-refundable for change-of-mind returns, except where a refund is required by applicable law.

Any applicable shipping charges will be communicated as part of the return process.

5.2 Damaged, Incorrect, or Missing Items

If an item is confirmed to have arrived damaged, is incorrect, or is missing from the order, Dorvenlo® will cover the applicable costs of resolving the issue.

Depending on the circumstances, we may arrange a replacement, exchange, refund, or another appropriate solution.

Customers should contact us before arranging return shipping so that we can provide the appropriate instructions.

6. Return Address

All approved returns must be sent to the address confirmed by our customer support team.

Our designated return address is:

Return Recipient: Chaozhou Yiyinlang Culture & Media Co., Ltd.

Return Address:
Room 509, 5th Floor, Comprehensive Building No. 5, North Side of Yuting Road, Cailong Village, Fengxi Town, Chao'an District, Chaozhou City, China

Postal Code: 521031

Contact Phone: +1 (209) 848-8267

Email: service@dorvenlo.com

The return address is the same as our registered business address.

Please obtain return approval before sending a parcel. We are not responsible for delays caused by incomplete return information, incorrect addressing, or shipments sent without the required return instructions, subject to applicable law.

7. Refund Processing

Once we receive your returned item, we will inspect it to confirm that it meets the applicable return conditions.

For approved refunds, we will initiate the refund to the original payment method within 5–10 business days after receiving the returned item.

The time required for the refund to appear in your account depends on your bank, card issuer, payment provider, or other financial institution.

If the refund has not appeared after a reasonable processing period, please contact us at service@dorvenlo.com.

Refund eligibility and processing will be handled in accordance with this policy and applicable law.

8. Exchanges and Replacements

If you receive a damaged or incorrect item, or an order is confirmed to be missing an item, contact us within 7 days of receipt.

After reviewing your request, we may offer a replacement, exchange, refund, or another appropriate resolution depending on the circumstances and product availability.

For change-of-mind requests, exchanges or replacements are subject to approval and availability.

Please do not send an item back for an exchange or replacement before receiving instructions from our customer support team.

9. Order Cancellations

You may request cancellation within 48 hours of placing your order.

However, cancellation is not guaranteed once the order has entered processing or has been dispatched.

To request a cancellation, contact service@dorvenlo.com as soon as possible and include your order number.

If an order has already entered processing or shipping, it may no longer be possible to cancel it. In that case, you may contact us to determine whether the order qualifies for a return under this policy and applicable law.

10. Shipping Address Changes

Shipping addresses generally cannot be changed after an order has been placed.

If you discover an error in your shipping address, contact service@dorvenlo.com immediately. We can review your request, but an address change cannot be guaranteed.

Once an order has entered processing or has been dispatched, changes may no longer be possible.

Please carefully verify your shipping address before completing checkout.

11. Items That Do Not Meet Return Conditions

A change-of-mind return may be declined if the product has been used, installed, damaged through improper handling, returned incomplete, or otherwise fails to meet the stated eligibility conditions.

If a returned item does not meet the applicable conditions, we will communicate the issue and explain the available options, subject to applicable law.

This section does not exclude remedies that consumers may be entitled to for defective, damaged, incorrectly supplied, or non-conforming goods under applicable law.

12. Contact Us

If you have questions about returns, refunds, exchanges, damaged items, or order cancellations, please contact us using the information below.

Brand: Dorvenlo®

Operating Company: Chaozhou Yiyinlang Culture & Media Co., Ltd.