Refund policy
The Short Version
You have 30 days from delivery to request a return on eligible items. Items must be new, unused, and in original packaging with everything that came in the retail package.
Approved refunds go back to your original payment method via Shopify Payments. We issue the refund within 5 business days of receiving and inspecting your return.
How to Start a Return
- Email contact@doodleboo.shop with your order number, the item, and the reason.
- We reply within 1 business day with an RMA number and return instructions.
- Ship the item back within 7 days of the RMA being issued, with the RMA number on the outside of the package. An RMA expires 7 days after it is issued. If it lapses, email us and we will reissue it — a missed shipping window never costs you your refund, as long as you requested the return inside the 30 days.
Returns sent without an RMA cannot be matched to your order and may be refused. Never write on or tape a label to the product's own retail packaging — ship it inside an outer shipping package, or the item is no longer resalable.
Who Pays Return Shipping
| Reason | Return shipping | Restocking fee |
|---|---|---|
| Defective, damaged, or wrong item sent | We pay — prepaid label | None |
| Not as described on our product page | We pay | None |
| Arrived after our stated delivery window | We pay | None |
| Changed your mind / no longer needed | We pay — prepaid label | None |
| Ordered the wrong model | We pay — prepaid label | None |
| Parcel refused at the door and never accepted | We pay | None |
Nothing is deducted on any row above, whatever the reason for the return and whether the cause was us or the carrier.
A parcel you refuse at the door and never accept is refunded in full — no restocking fee, no outbound deduction, and no RMA needed. A parcel you accept and then send back is a normal change-of-mind return, covered by the table above.
Every delivery includes a prepaid return label. Use it for any return and drop the parcel with the carrier named on the RMA — there is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
Condition Standards
This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalized for having been unpacked, fitted, played, or used — you cannot discover a fault without using the item, and we do not expect you to.
Every change-of-mind return is inspected. Refunds may be declined for items that are:
- played, used, or fitted to an instrument beyond an initial inspection
- missing parts or pieces, such as strings from a set, picks from a pack, or one stick of a pair
- returned without original packaging
- damaged in return transit because they were packed inadequately
- missing or altered security seals or tamper labels
If a return fails inspection we email you photos within 2 business days. You may have the item shipped back at your expense within 14 days; items unclaimed after that are recycled.
Not Returnable
- Gift cards
- Clearance or "final sale" items, marked as such on the product page and at checkout
- Opened consumables, such as string sets and pick packs
- Items damaged by misuse, neglect, or use outside the manufacturer's instructions
- Items for which a return was requested more than 30 days after delivery — the return window applies to your request, not to the date the item reaches us
Nothing in this list limits your rights when an item is defective or not as described.
Refunds
Refunds are issued through Shopify Payments to the original payment method only. We cannot refund to a different card, a bank transfer, or a third party.
| Step | Timing |
|---|---|
| Return received and inspected → refund issued by us | Within 5 business days |
| Refund appears on your statement | A further 3–10 business days, set by your bank |
We email you the moment the refund is issued. If 10 business days have passed since that email and nothing has arrived, contact your card issuer first, then email us with your order number.
Store credit is always optional — never a substitute for a refund you are owed.
Exchanges
For a different model, the fastest route is to place a new order and return the original — this stops the replacement selling out while your return is in transit. For defective or wrong-item cases we ship the correct item immediately at no charge and send a prepaid label for the original.
If you would rather we handled it as a direct exchange, say so when you request your RMA and we will confirm any difference in price before we ship.
Defective Items and Warranty
Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.
After 30 days, and up to 12 months from delivery, our own Doodleboo Limited Warranty still applies. The first step is the manufacturer's warranty, which runs for whatever period that manufacturer states. Terms differ by brand and by model. The term printed in the package or published by the manufacturer is the one that applies. We are a retailer, not the manufacturer: we do not set, extend, shorten, or guarantee manufacturer warranty periods. Contact the manufacturer directly with your proof of purchase; if they ask for retailer details, email contact@doodleboo.shop and we will supply your invoice and any documentation they need.
The repair, replace, or credit decision is the manufacturer's, not ours — we do not promise that a manufacturer will honor a claim, because we are not an authorized dealer for any of the brands we carry. If a manufacturer refuses your claim, come back to us: our Warranty policy sets out what we cover and for how long.
Cancelling Instead of Returning
Orders that have not dispatched can be cancelled free of charge — see our Cancel Order page. Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return, and Who Pays Return Shipping above sets out how each one works.
If We Made the Mistake
Wrong item, missing item, or a duplicate shipped — tell us within 30 days of delivery. We fix it at our cost with a prepaid label and a free replacement. You are never charged a restocking fee for our error.
Before You File a Chargeback
Please contact us first. Almost every dispute resolves faster directly, and filing a chargeback freezes any refund in progress until your bank closes its investigation, which typically takes 60–90 days.
Contact
Returns (RMA required):
Doodleboo
3132 Capital Blvd
Raleigh, NC 27604
United States
Business address: 3132 Capital Blvd, Raleigh, North Carolina 27604, United States
Email: contact@doodleboo.shop
Hours: Monday–Friday, 9:00 AM – 6:00 PM