Our Essential Range covers decorative hardware, handles, knobs, pulls, hooks and similar products. Returns for this range are straightforward as long as the conditions below are met.

Change of Mind

Can I return something if I change my mind?

Yes, within 30 days of delivery. The item must be:

  •       Unused, uninstalled, and unmarked
  •       In its original packaging with all components, mounting hardware, accessories, and protective wrapping intact
  •       Accompanied by proof of purchase

Return shipping is at your cost. We strongly recommend using tracked postage, we can't be held responsible for items lost in transit.

What can't be returned?

  •       Sale and clearance items, final sale, no exceptions
  •       Bulk orders over AUD $1,000
  •       Door handles and door pulls
  •       Items that have been installed, modified, or are missing components
  •       Products returned after 30 days of delivery
  •       Items damaged during installation, take your time with the install, because we can't replace breakage caused in the process

Thinking about a large order? We recommend purchasing a sample first to confirm the product meets your needs before committing to volume.

Faulty Items

What if my item is faulty?

Send clear photos showing the fault to hello@doup.com.au and we'll take it from there. If it's a genuine manufacturing fault, we'll make it right. 

How Returns Work

How do I start a return?

Fill out our Returns Form at doup.com.au/returns, this gives you access to the returns address and all the steps you need.

How should I pack my return?

Pack carefully. Our products are delicate, wrap them properly so nothing moves around in transit. Don't put postage labels directly on the product packaging. Use a separate outer box or bag.

Items that arrive back broken won't be eligible for a refund.

Are there any fees?

Yes, a 5% administration and reposting fee applies to all returned parcels. If your original order qualified for free shipping, a flat shipping fee is deducted from your refund:

  •       AUD $9.95 for standard shipping
  •       AUD $15.00 if your order was sent via Express

How long does a refund take?

Once your return is approved you'll receive a confirmation email, check your spam folder just in case. Allow approximately 3 weeks for processing.

Can I exchange instead?

We don't offer direct exchanges. Return the item for a refund and place a new order, it's the fastest way to get exactly what you want.

Returns Form


    *Note: By ticking the box, you are agreeing to the following terms. A refund will not be processed if our returns criteria is not met.

    Smart handles and locks are a different category to decorative hardware. For security and quality reasons, the return conditions are stricter, particularly once a product has been installed or activated.

    Change of Mind

    Can I return a Smart Handle if I change my mind?

    Yes, within 30 days of delivery, provided the product:

    •       Is unused and uninstalled
    •       Has not been paired, activated, or enrolled with any fingerprints, codes, or user profiles
    •       Is returned in its original packaging with all accessories and components included

    Return shipping is at your cost.

    What if it's been installed or activated?

    Once a Smart Handle has been installed, activated, paired, or shows signs of use, it cannot be returned for a change of mind. This applies regardless of how long it has been installed.

    This isn't just policy, it's about security. A handle that has been enrolled with biometric data or access codes can't be considered unused, and we can't guarantee the integrity of a returned unit for resale.

    Damaged on Arrival

    My Smart Handle arrived damaged. What do I do?

    We pack every order carefully, but occasionally things happen in transit. If your Smart Handle arrives damaged, let us know within 48 hours of delivery and send through photos of:

    •     the damaged product
    •     the outer packaging
    •     the inner packaging
    •     the shipping label

    Once we’ve confirmed the damage happened in transit, we’ll arrange a repair or replacement at no cost to you. Hang onto the original packaging until your claim is sorted, as the carrier may need it.

    What isn’t covered here: damage from handling after delivery, accidental impact, incorrect installation, misuse, or any modifications to the product.

    Faulty Products

    What if my Smart Handle is faulty?

    Contact us and we'll work through it with you. Our team will troubleshoot the issue first, many faults can be resolved without a return. Where a genuine fault is confirmed, we'll provide a repair, replacement, or other remedy in line with Australian Consumer Law.

    To make a claim, send a clear video showing the fault to our support team. Our engineers will review it and confirm next steps within 1 business day.

    What's covered under warranty vs what isn't?

    Manufacturing defects are covered. The following are not:

    • Damage or issues caused by incorrect installation or incompatible door setup
    • Product modification
    • Physical damage, misuse, or external impact
    • Wear and tear outside normal operating conditions

    See the Smart Range Warranty section for the full warranty terms.

    How Returns Work

    How do I start a return?

    Contact our support team before sending anything back. Do not return a Smart Handle without prior approval, unapproved returns cannot be processed.

    Are there any fees?

    Return shipping is at your cost. A 5% administration and reposting fee applies. If your original order qualified for free shipping, a flat shipping fee is also deducted from your refund:

    •       AUD $9.95 for standard shipping
    •       AUD $15.00 if sent via Express

    Can I exchange instead?

    We don't offer direct exchanges. Return the approved item for a refund and place a new order.

    Need help?

    General enquiries: hello@doup.com.au
    Trade orders: trade@doup.com.au
    Returns form: doup.com.au/returns

    Returns Form


      *Note: By ticking the box, you are agreeing to the following terms. A refund will not be processed if our returns criteria is not met.

      View Returns Details

      We understand that sometimes you might order our products – whether that’s a wall hook, cabinet handle, curtain tie back or other – and change your mind or it’s simply not right for what you’re creating. It’s why we give you 28 days to return your products (based on the criteria below) – we want to make sure you have everything you need to get the job done.  Refunds are processed in full minus shipping fee and a 5% administration/processing fee. Should you decide to return any items after 28 days from the date of receiving your order, kindly note that you will be responsible for arranging the shipment and covering any associated postage fees for the return. Regrettably, we are unable to facilitate returns or accept any items beyond the 28-day window.

      *Note: All clearance items are final sale and cannot be returned for change of mind.

      Returns

      Please review our returns policy to ensure your return complies with our terms: View our returns policy here. If you need to return an item/s for a refund, here’s how it works.

      1. Check our criteria

      Keep your proof of purchase handy and make sure your order is within 30 days of the delivery date. Unfortunately we can’t take back sale items, special orders or products that have been modified, installed or are missing components and aren’t in their sealed, original packaging.

      2. Fill out the Returns Form

      Complete our Returns Form below which once it’s submitted will show you our returns address. *Note: Please state your order number in your return parcel

      3. Pack carefully to send

      DoUp products are often fragile, so please ensure you pack them snuggly in their original DoUp box and packing fill (or similar) so they don’t bounce around in the post box. We won’t refund any items that arrive broken, so pack carefully.

      4. Track your item

      We’re not responsible or liable for any missing packages, so hold onto any tracking numbers, just in case. Please also ensure your return is sent to the correct returns address listed on our returns form. Returns sent elsewhere will not be processed.

      What happens next?

      If you’re successful in getting a refund, we’ll confirm with you via email (it may go to your spam folder, so keep your eyes peeled), and it may take up to 3 weeks for processing. We’ll then refund the amount via the original payment method less the shipping amount and a fee of AUD$9.95 (or $15 if Express post) if your original order had free shipping. The returned parcel will also incur a 5% administration fee on the total order amount (i.e. $100 order will incur a $5 administration and reposting fee).

      Faulty Items

      If you believe your item to be faulty, we want to know about it! Send us a few clear photos of the fault to hello@doup.com.au. However, if you broke or damaged the product during installation, we won’t replace it.

      Clearance Items

      Clearance items cannot be returned for a refund or exchange.

      Bulk Orders

      Please note that custom or bulk orders, as well as door handles and pull bars, are non-returnable. Additionally, change-of-mind returns are not available for bulk or large trade orders. Please review our returns policy here.

      *Bulk orders: Bulk orders are all orders that are greater than $1,000AUD in total value.