Return & Refund Policy

 

We are sorry to hear that you would like to return the product you purchase. However, we understand that sometimes these things happen. Before initiating the return, please read our Return & Refund Policy.

Customer satisfaction is our #1 priority and we will gladly help with any questions you may have. If you would still like to return your purchase, we will promptly assist you and help begin the return or exchange process.

 

Order Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out. 

 

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

You may return most unused and unopened items within 30 days of delivery for a full refund.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please visit here or you can contact us at support@dvinetime.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

When returning an item, please ensure the item's original packaging is not marked or used as the outer layer of packaging for transport. Please ensure you do not attach anything to the outside of the original packaging. e.g. boxes must be placed inside another box or satchel for shipping.

If an item is returned to the warehouse due to a change of mind, an incorrect address, or failure to collect an order from the post office or a courier company, we may charge a return/restocking fee.  If a re-delivery is required we will charge a re-delivery fee.

 

Color Errors

If the color of the item received is not what was ordered, you are eligible to get another of this item sent to you.

If the return is caused by the consumer, the consumer shall bear the shipping fee. The specific shipping fee is based on the express company you choose. Our after-sales department will refund within 3-7 business days after receiving the returned item.

If due to our reasons, the goods received are damaged or not correct, the consumer is therefore not required to bear the shipping fee for this reason. We will re-ship to buyers for free.

As for product damage caused by third-party transportation, the customer should provide us with photos of the damaged item as evidence, and we will then offer a replacement or refund accordingly.

 

Exceptions / non-returnable items

Certain types of items cannot be returned. Due to hygiene and safety considerations - we cannot accept exchanges or returns for these items (they are ineligible for 30 day returns) even if they have not been opened:

  • Pillows
  • Quilts
  • Bedding
  • Air Purifiers
  • Sleep headphones
  • Earplugs
  • Sleep Masks
  • Snoring Products
  • Car Headrest

Please get in touch if you have questions or concerns about your specific item.

We encourage you to make your selection of items carefully prior to your purchase.

Any item that is returned more than 30 days after delivery.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Please include a clear picture of the damaged, defective or wrong item, and include your order number and name.

We are always responsible for any further shipping costs caused by damaged, defective or wrong item(s).

  

Refunds 

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Shipping fees are non-refundable, returning the items are at the customer's cost and responsibility.

Please make sure to contact us first before returning any item back. 

 

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, please wait a while and re-check your bank account later. If your refund is still not received, you can contact your credit card company or your bank, and it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this but still haven’t received your refund yet, please contact us at support@dvinetime.com.

     

    Package lost

    We will not be responsible if the returned package gets lost during the shipment, the original post office receipt must be kept to make the claim.

     

    Exchanges

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@dvinetime.com.

    After we confirm that the product has not been damaged on purpose, we will exchange the product.

    The fastest way to ensure you get what you want is by returning the item you have, and once your return is accepted, make a separate purchase for the new item.

     

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

     

    Shipping

    To return your product, you should contact us to email support@dvinetime.com.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

     

    Questions?

    Send us an email at support@dvinetime.com. Please check your junk mail folder if you do not hear back in 2 business days. If the question is regarding an order, please include your order information so we help you as quickly as possible.