At Dexaru, we want you to love your purchase. If you’re not completely satisfied with your order, we offer a hassle-free return and refund process. Please review the policy below for details on eligibility, timeframes, and procedures.
1. Return Eligibility
We accept returns and exchanges under the following conditions:
- Timeframe: You must initiate a return within 30 days of receiving your order.
- Condition: Items must be unused, unwashed, and in their original condition with all tags and packaging intact.
- Non-Returnable Items:
- Final sale items
- Gift cards
- Items marked as “non-returnable” on the product page
- Items that show signs of wear, washing, or damage caused by the customer
If your return does not meet these conditions, it may be refused.
2. How to Initiate a Return
To start a return, follow these steps:
- Contact Us – Email our customer support at [email protected] with your order number and reason for return.
- Receive Return Instructions – We will provide you with the return shipping address and further instructions.
- Ship the Item – Pack the item securely and ship it using a trackable shipping method. You are responsible for return shipping costs unless the item is defective or incorrect.
- Receive Your Refund or Exchange – Once we receive and inspect the return, we will process your refund or send out an exchange.
3. Refunds
- Refunds are issued to the original payment method within 5-10 business days after we receive and inspect your return.
- Shipping fees are non-refundable, except in cases of incorrect or defective items.
- If you haven’t received your refund after 10 business days, check with your bank or payment provider before contacting us.
4. Exchanges
If you need a different size or color, you can request an exchange instead of a refund. Exchanges are subject to item availability. If the requested item is unavailable, we will issue a refund instead.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Provide clear photos of the item and packaging, and we will arrange a replacement or refund at no cost to you.
6. Return Shipping Costs
- Customer-Initiated Returns: You are responsible for return shipping costs unless the item is incorrect or defective.
- Dexaru-Covered Returns: If you received a wrong or defective item, we will cover the return shipping fees.
We recommend using a trackable shipping method for returns, as we are not responsible for lost return packages.
7. Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank account
- Contact your credit card provider, as it may take some time to process
- If you still have not received your refund, please email [email protected] for assistance.
8. Final Sale and Non-Returnable Items
Certain items are non-returnable, including:
- Clearance or final sale items
- Gift cards
- Items marked as “non-returnable” on the product page
Please check product descriptions before purchasing.
9. Contact Us
For any return or refund inquiries, please reach out to us at [email protected].