Refund policy
Last updated: October 26, 2026
This Returns Policy explains how Dopwax LLC (doing business as "Dopwax Lapidary Shop") handles product returns, exchanges, refunds, and resolutions for order-related issues. Our goal is to provide a fair, transparent, and well-communicated returns process while accurately reflecting the operational realities of our business.
Please take a moment to review this Returns Policy before requesting a return or exchange. Understanding how our returns process works, including return eligibility, manufacturer warranty considerations, and the steps involved in resolving order issues, will help us serve you better throughout the returns process.
Return Eligibility
Most new merchandise may be returned by requesting a return within 30 calendar days after delivery, provided the merchandise has not been used beyond reasonable inspection and otherwise satisfies the requirements of this policy. Certain products may have different eligibility requirements or return periods as described below or on the applicable product page.
Custom-Built, Made-to-Order, and Special-Order Products
Custom-built, made-to-order, and certain special-order products are generally not eligible for return unless otherwise stated. If a manufacturer authorizes a return, any applicable manufacturer return requirements, restocking fees, shipping charges, or other conditions will apply. Product-specific return terms disclosed on the product page or during the ordering process take precedence over this general policy.
Previously Owned, Refurbished, Demonstration, and Open-Box Products
Previously owned, refurbished, demonstration, and open-box products are generally sold with a seven-calendar-day evaluation period unless otherwise stated. Merchandise must be returned in substantially the same condition in which it was sold. Any known defects existing at the time of sale will be noted and handled appropriately.
Consumable Products
Consumable products, including adhesives, abrasives, polishing compounds, lubricants, chemicals, and similar products, are generally eligible for return only if unopened, unused, and returned in their original packaging.
Products Showing Evidence of Use
We encourage you to inspect your purchase promptly after delivery. Products that have been used beyond reasonable inspection, installed, altered, damaged, or otherwise show evidence of use that cannot be returned to inventory as new are generally not eligible for return unless otherwise stated.
Reasonable inspection means examining a product in the same manner you would inspect it in a retail store before making a purchase decision. This may include opening the package when appropriate, visually inspecting the product, verifying that it matches your order, confirming that it meets your expectations, and ensuring it arrived without visible damage. Reasonable inspection does not include installing, assembling, modifying, operating, testing under normal use or under load, or otherwise placing a product into service.
Manufacturer Return Requirements
Certain products are subject to manufacturer return requirements that may differ from the general terms of this Returns Policy. These requirements may include maintaining factory-sealed packaging, returning all original accessories and documentation, or meeting other manufacturer conditions for return eligibility.
If applicable, manufacturer-specific return conditions will be disclosed on the product page, during the ordering process, or in the return instructions. Product-specific return terms are supplemental to this general Returns Policy and take precedence when they differ.
Requesting a Return
If you would like to return an eligible product, please contact us within the applicable return period described in this policy to request a return. Return requests should include your order number, the item(s) you wish to return, and the reason for the return.
Once your request has been reviewed, we will provide return instructions and, when applicable, issue a Return Merchandise Authorization (RMA) number. Please do not return merchandise until you have received return authorization and instructions from us.
Return Instructions
Authorized returns include instructions specific to the circumstances of the return. Return instructions may identify the return destination, shipping method, packaging requirements, and, when applicable, provide a prepaid return shipping label. Because return procedures vary depending on the product and the reason for the return, please follow the instructions provided with your Return Merchandise Authorization (RMA).
Inspection and Processing
Once your return is received, we will inspect it to verify that it meets the return eligibility requirements described in this policy and the conditions of the issued Return Merchandise Authorization (RMA). This inspection may include verifying product condition, confirming that all authorized items, accessories, manuals, and original packaging have been returned when applicable, and documenting any shipping damage or other relevant findings.
Certain products may require evaluation by the manufacturer or supplier before a final return determination can be made. When this occurs, we will keep you informed of the status of your return.
If additional information or clarification is needed during the inspection process, we may contact you before completing our evaluation.
After your returned merchandise has been received, inspected, and approved, we will begin processing the applicable refund, exchange, or other resolution.
Refunds
Once your return has been received, inspected, and approved, we will process your refund to the original payment method whenever reasonably possible. Financial institutions and payment providers may require additional time to post the refund after it has been processed.
Original shipping charges are generally refunded only when the return results from our error or a confirmed defective product.
If we provide a prepaid return shipping label for a customer-convenience return, the cost of the return shipping label may be deducted from your refund.
In certain circumstances, a partial refund may be appropriate, such as when returned merchandise is incomplete, missing accessories, used beyond reasonable inspection, or otherwise does not qualify for a full refund and no other appropriate resolution can be reached.
If the original payment method is no longer available or cannot accept a refund, we will work with you to determine an appropriate alternative refund method, where permitted.
Whenever practical, we will explain any deductions or adjustments to your refund.
Exchanges
We are happy to exchange eligible merchandise when practical. Exchange requests follow the same approval, return authorization, inspection, and processing procedures described in this policy.
If an exchange cannot be completed because the requested replacement is unavailable or another circumstance prevents the exchange, we will work with you to determine an appropriate alternative resolution, which may include a refund or placing a new order.
Problems with Your Order
If you receive an incorrect item, a product that appears to be defective, merchandise that has been damaged during shipping, or discover that items or components are missing from your order, please contact us promptly so we can begin working toward a resolution.
Depending on the circumstances, we may request photographs, additional information, or other documentation to help evaluate the issue. We will coordinate with the appropriate supplier, manufacturer, or carrier when necessary and provide instructions specific to your situation.
Resolutions may include replacement merchandise, an exchange, repair, manufacturer evaluation, a refund, replacement parts, or another appropriate solution, depending on the nature of the issue.
Our goal is to resolve order issues fairly, promptly, and with clear communication. If you experience a problem with your order, please contact us promptly so we can work with you to determine the most appropriate solution.
Manufacturer Warranties
Many of the products we carry are covered by manufacturer warranties. Manufacturer warranties are separate from this Returns Policy and are governed by the warranty terms established by the manufacturer.
If you believe a product has developed a defect that may be covered under a manufacturer's warranty, please contact us promptly. We will help determine whether the issue is more appropriately handled as a return, an exchange, or a warranty claim and will assist you with the appropriate process whenever practical.
Depending on the manufacturer and the nature of the issue, warranty service may require troubleshooting, evaluation, repair, replacement, or direct communication with the manufacturer. Certain manufacturers require warranty claims to be submitted directly, while others authorize dealers such as Dopwax Lapidary Shop to coordinate the warranty process on the customer's behalf.
Manufacturer warranty coverage, eligibility, exclusions, and available remedies are determined solely by the product’s manufacturer. Any manufacturer warranty terms disclosed on the product page or provided with the product are supplemental to this Returns Policy and take precedence when they differ.
Contact Us
You are welcome to contact us at any time if you have questions about this Returns Policy or are unsure whether a product qualifies for return, exchange, or manufacturer warranty service.
Contact Page
Email: service@dopwax.com
Phone: +1 888-436-7929
Dopwax LLC
PO Box 356
Clarkdale, Arizona 86324