Refund policy
Return Period: For all products ordered from the Dexorar brand online store, we offer a 30-day return policy after order delivery. Please note that if the order exceeds the 14-day return policy period, your refund request may be rejected, and you may not receive a refund.
Refund Acceptance and Fees:
1. Refund Initiation Before Shipment:
You can cancel your order and receive a full refund at any time before shipment. Please contact our customer service team. We will assist you in canceling your order. In this case, you will receive a full refund within 3-7 business days after cancellation.
2. Refund Initiation During Transit:
If you change your mind after the goods have been delivered to the logistics company, please contact our customer service team as soon as possible. We will intercept the package as quickly as possible, but interception is not always successful. If you receive the goods without successfully intercepting them, please refuse the package. The refused goods will be returned to our warehouse. The refund will be approved after we receive the returned tracking number. Please note that we will deduct 5% of the order amount as a service fee from the refund.
3. Goods delivered, packaging unopened, return request:
If your package has been signed for but is unopened, and remains in its original sales condition (no signs of opening, use, or damage, all products included), your refund request will be approved after customer service review and receipt of the return tracking number. We will deduct 5% of the order amount as a service fee from the refund. Additionally, you will be responsible for the return shipping costs.
4. Goods delivered, packaging opened but unused, return request:
If your package has been opened but is unused, and remains in its original sales condition (no signs of use, no damage, all accessories included), your refund request will be approved after customer service review and receipt of the return tracking number.
For returns due to customer reasons (such as ordering the wrong model, no longer wanting the item, etc.), a 15% repackaging service fee may be deducted from the refund.
You will be responsible for the return shipping costs.
5. Goods delivered, packaging opened and used, initiating a return:
Returns are only accepted for quality issues. Please understand that opened and used products affect resale.
If a quality issue does exist, proof of the problem (such as photos or videos) is required, and the defect must be confirmed by quality inspection. Once confirmed as a product defect, a free return or exchange is possible.
Situations where returns are not accepted:
1. Goods have been opened and used or are damaged by human error (such as scratches or missing parts).
2. Returns are made after the deadline (returns initiated more than 30 days after the order delivery date).
Return and Refund Process:
If you need to return an item, please get in touch with customer service via official email, providing your order number and a detailed description, pictures, or a video. Customer service will review the information you provide as soon as possible.
If the return and refund conditions are met, customer service will provide you with an accurate return address via official email. Please send the item to the address provided by customer service and provide the tracking number via email support@dexorar.com.
We will arrange a refund for you as soon as possible after receiving the tracking number.
Review and Return:
After customer service review and approval, a return address will be provided. The item must be returned in its original packaging.
Quality Inspection and Processing:
After warehouse inspection, a refund or exchange will be completed within 3-7 business days.
If the issue is indeed due to quality problems, Dexorar will cover the return shipping costs; for other reasons, the customer will bear the return shipping costs.