Refund policy

DB Store USA — Return & Refund Policy

DB Store USA is an authorized partner of DoorBird (Bird Home Automation GmbH), the manufacturer.

1. Nature of Our Products

DB Store USA is an authorized partner of DoorBird, selling genuine DoorBird products. The products sold by DB Store USA are professional-grade IP video intercom and access-control electronics — not general consumer goods such as apparel, footwear, or accessories. Each unit ships in tamper-evident, factory-sealed packaging and, once opened, is registered, network-paired, or otherwise individually identifiable and cannot be resold as new. By placing an order, you acknowledge and agree that this policy is different from typical retail return policies for that reason.

2. Return Window

You may request a Return Merchandise Authorization ("RMA") within 10 calendar days of delivery. No return will be accepted without a valid RMA number issued in advance — do not ship any item back without one, as it will be refused or returned to you at your expense.

3. Eligibility for a Non-Defective ("Change of Mind") Return

To qualify for a refund under this section, the item must meet all of the following at the time we receive it:

  • Original manufacturer packaging, unopened, with the factory anti-tamper seal intact
  • All accessories, cables, manuals, and included hardware present
  • No evidence the device was powered on, configured, paired to an app/account, or installed (e.g., mounting holes, adhesive residue, wiring marks, firmware activity, or a registered serial number)

Items that fail any of the above are not eligible for a "change of mind" refund. If the issue is shipping damage, see Section 4; if the issue is a non-working unit, see Section 5.

4. Shipping Damage — Reported Within 24 Hours

This section covers only visible, significant damage to the shipping carton or product caused in transit between our warehouse and the customer — for example, a crushed box, punctured packaging, or a unit visibly broken through the packaging. It does not cover minor cosmetic wear such as a bent or creased corner of the outer shipping box, which is normal in transit and does not indicate a damaged product.

  • You must report shipping damage within 24 hours of delivery, by email to store@dbstoreusa.com with photos of the damaged packaging and product (and the original box/label if possible) before the item is opened or used, wherever feasible.
  • Claims reported after 24 hours, or without photo evidence of the shipping damage, will not be accepted under this section (a defective-unit claim may still be pursued under Section 5, subject to that process).
  • Approved shipping-damage claims are resolved by replacement or refund at our discretion, and are not subject to the sealed-box requirement in Section 3, since the damage occurred before the customer received the item.

5. Defective or Non-Working Equipment (Manufacturer Warranty)

Any issue with equipment that powers on, was installed, or otherwise functions incorrectly — as opposed to visible shipping damage under Section 4 — is a warranty matter, not a storefront return or refund. As an authorized DoorBird partner, DB Store USA handles these claims under DoorBird's manufacturer warranty terms (24 months from delivery) via the RMA/repair process at support.doorbirdusa.com. Full warranty terms and claim instructions are published separately and are incorporated into this policy by reference.

6. Non-Returnable / Non-Refundable Items

The following are final sale and not eligible for return or refund under any circumstance:

  • Custom-built products, custom colors, and any item made to order
  • Any unit with a broken seal, missing original packaging/accessories, or showing signs of use, installation, or configuration (unless approved as shipping-damaged under Section 4)
  • Any unit returned without a valid RMA number
  • Any unit returned more than 10 calendar days after delivery (outside manufacturer warranty claims, which follow their own timeline per Section 5)

7. Return Shipping

You are responsible for arranging and paying for return shipping. Use a trackable, insured method and retain the tracking number — DB Store USA is not responsible for return shipments lost or damaged in transit.

8. Deductions From Refund

Approved refunds will have the following deducted before the balance is issued:

  • Original and return shipping costs (non-refundable)
  • Payment processing and platform transaction fees actually incurred on the sale (typically ~3% of the order total, charged by our credit card processor / payment platform and not refunded to us on a cancelled sale) — this amount will be itemized on your refund confirmation
  • A condition-based deduction of up to 50% of the purchase price: if the returned product shows signs of use — including but not limited to scratches, wear, or damage — we reserve the right to deduct up to 50% of the purchase price from your refund. The exact deduction will be determined based on the condition of the returned item, and disclosed to you before the refund is finalized.

We do not apply undisclosed or arbitrary percentage deductions — any deduction beyond shipping and processing fees will be itemized and explained in writing before your refund is processed.

9. Inspection and Processing Time

Once we receive your returned item, it is subject to inspection, which may take up to 25 business days. The final refund amount — including any restocking fee deduction under Section 8 — will be determined and communicated to you only after this inspection is complete. Once the refund amount is finalized, payment is issued to your original payment method within 5 business days.

10. Fraud Prevention

DB Store USA logs the serial number, packaging condition, and photographic condition record of every unit at the time of both shipment and return receipt. Chargebacks or disputes filed for orders that do not meet the eligibility criteria in Section 3, or for which this policy was not followed, will be contested using this documentation, the signed RMA record, and order/shipment history.

11. Contact

Questions about a return should go to store@dbstoreusa.com or +1 224 302 0424 before shipping anything back.

This policy is provided by the seller, IT IS Commodity, Inc. (doing business as DB Store USA), an authorized partner of DoorBird (Bird Home Automation GmbH), and applies to purchases made at dbstoreusa.com. It is separate from and does not modify DoorBird's manufacturer warranty terms.