Refund policy

Refund policy

1. Return Period

You may request a return within 14 days of receiving your order for non-defective products.

Returned items must be:

  • In good condition and reasonably unused.

  • In original packaging when possible.

  • Accompanied by proof of purchase (order number).

We reserve the right to refuse returns that do not meet these conditions.

This does not affect your statutory consumer rights.

2. Return Shipping

  • If the return is due to a confirmed manufacturing defect or an error on our part, we will cover the return shipping cost or provide a replacement at no cost.

  • For all other reasons (change of mind, incorrect model selected by customer, etc.), return shipping costs are the responsibility of the customer.

3. Defective or Faulty Products (Warranty)

If you believe your product is defective or not functioning correctly, please contact us.

To evaluate the claim, we may request:

  • A clear video showing the issue, including the physical condition of the product.

  • Photos of the item and packaging.

  • Your order number and a brief explanation.

If a manufacturing defect is confirmed, we will offer, at our discretion:

  • A replacement, or

  • A full or partial refund.

4. Damage Exclusions

Our warranty does not cover damage caused by:

  • Drops, impacts, cracked screens or physical breakage.

  • Water or moisture exposure.

  • Improper use, misuse or neglect.

  • Unauthorized modifications or repairs.

  • Normal wear and tear.

Products showing physical damage are not considered defective.

5. EU Right of Withdrawal (14 Days)

If your order ships to the European Union, you are entitled to a 14-day right of withdrawal from the date you receive your order, in accordance with EU consumer law.

Returned products must be in reasonable condition.

Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.

6. Items Not Eligible for Return

We do not accept returns for:

  • Personalized or custom-made items (unless defective).

  • Gift cards.

  • Final sale or clearance items.

  • Products damaged by misuse or accidents.

7. How to Start a Return

Please contact us at: deslovely.cong@gmail.com

Include:

  • Order number

  • Description of the issue

  • Photos and/or video evidence

Our support team will review your request and respond within 24–48 business hours.