Refund policy

At DORPANG, your satisfaction and scalp health are our top priorities. We stand behind the science and quality of our hair care formulations. If you are not completely satisfied with your purchase, we are here to help under our 30-Day Return Policy.

1. 30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return. Requests submitted after 30 days will unfortunately not be eligible for a refund or store credit.

2. Return Eligibility & Hygiene Requirements

Due to health, safety, and hygiene standards regarding personal hair care products, the following conditions apply for returns:

  • To be eligible for a standard return, items must be unopened, unused, in their original sealed condition, and in the original packaging.

  • Items that show signs of significant use, tampering, or damage not caused by shipping are not eligible for a standard return.

  • Gift cards and promotional items are non-refundable.

3. How to Initiate a Return

Please follow these simple steps to start your return process:

  1. Contact our Customer Care team at info@dorpang.com with your Order Number, item details, and the reason for the return.

  2. Our team will review your request within 1–2 business days and provide you with return instructions and the authorized return facility address.

  3. Pack the items securely in their original packaging and send them back to us using a trackable shipping service.

Please note: Returns sent back to us without prior authorization will not be accepted.

4. Adverse Reactions & Safety Concerns

Your health and safety are paramount to us. While our formulas are clinically and dermatologist tested, individual sensitivities can occur. If you experience any unexpected adverse reaction, irritation, or discomfort while using DORPANG products:

  • Please discontinue use immediately.

  • Contact our dedicated support team right away at info@dorpang.com with your order details and a brief description/photos of the issue.

  • Our customer care and product safety team will evaluate your case promptly to assist you with an appropriate solution.

5. Return Shipping Fees

Unless the return is due to a DORPANG error (e.g., incorrect item sent, damaged or defective upon arrival), the customer is responsible for all return shipping costs. Shipping costs are non-refundable.

6. Damages, Defective Items & Incorrect Orders

Please inspect your order upon receipt. If your item arrives damaged, defective, or if you receive the wrong item, please contact us immediately at info@dorpang.com within 48 hours of delivery. Please include clear photos or a short video showing the issue along with your order number. We will gladly arrange a replacement or issue a full refund at no extra cost to you.

7. Refund Process & Timing

Once your returned item is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed automatically to your original payment method within 5 to 10 business days.

  • Please note that processing times may vary depending on your card issuer or banking institution.

8. Order Cancellations & Modifications

Orders are processed quickly to ensure fast delivery. If you need to cancel or modify an order, please email info@dorpang.com as soon as possible. Once an order has entered our fulfillment warehouse or has been shipped, it cannot be canceled and must be processed as a standard return.

9. Customer Support Contact

For any further questions regarding our Return & Refund Policy, please reach out to us:

  • Email: info@dorpang.com

  • Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (UTC+8)