Returns & Refunds
1. General Return Policy
1.1 Normal Products: Standard, non-customized products are eligible for a return within 30 days from the date of delivery. To initiate a return, please follow the procedures outlined in Section 3 of this Agreement.
1.2 Customized Products: We regret to inform you that customized products are not eligible for return, refund, or exchange. These products are tailored specifically to your preferences and cannot be resold.
2. EU Cooling-Off Period Regulations
2.1 Right of Withdrawal: In accordance with the EU Consumer Rights Directive, you have a 14-day cooling-off period to cancel your order and return your purchase for any reason. This period begins on the day you receive the goods. Please refer to Section 3 for instructions on initiating a return during the cooling-off period.
2.2 Conformity Guarantee for Defective Goods: If you receive a product that is defective, non-conforming, or does not meet the advertised specifications, you are entitled to a return or exchange within two years from the date of purchase. The defective product will be repaired or replaced as outlined in Section 4 of this Agreement.
3. Initiating a Return
3.1 Right of Withdrawal Return Process:
To initiate a return within the 14-day cooling-off period, please contact our Customer Support team at firstname.lastname@example.org to notify us of your intent to return.
You are responsible for the cost of returning the item.
Returned items must be in their original condition, unused, and in the original packaging.
Once we receive the returned item and verify its condition, we will process the refund within 3 days.
3.2 Defective Product Return Process:
If you receive a defective product, please contact our Customer Support team within two years from the date of purchase to report the issue.
We may request photos or other evidence of the defect to assess the issue.
If the defect is confirmed, we will provide instructions for returning the item.
Once we receive the defective item and confirm the issue, we will repair or replace the item within 3 days.
4. Exclusions and Restrictions
4.1 The following items are generally exempt from the 14-day cooling-off period:
Personalized or customized goods
Date-specific items (e.g., event tickets)
4.2 This Agreement does not cover damage caused by normal wear and tear, misuse, abuse, or items not used as intended.
5. Contact Information
If you have any questions or concerns regarding our Return and Refund Agreement, please contact our Customer Support team at Support Email.
6. Legal Jurisdiction
This Return and Refund Agreement shall be governed by and construed in accordance with the laws of [Your Jurisdiction], without regard to its conflict of law principles.
By making a purchase on DreamyCustom you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this Return and Refund Agreement.