Returns & Refund
Dsoon stands behind the quality of every product sold and delivered by our team, hoping that each and every customer expectation is met and exceeded. If for any reason you are not fully satisfied with your purchase experience within 30 days, we are happy to help with a replacement or refund.
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. To return or exchange your product, please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. please contact [email protected] and we will provide you with our current return address. (Note: For non-defective items, the return or exchange does not include all transportation and handling fees.)
Only items purchased directly from Dsoon will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in the original packaging, including any accessories, manuals, and documentation.
If the condition of the product shipped back to us is not in an acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. Dsoon reserves the right to deny any return.
Custom-order or personalized items do not have a right to 30 days refund.
If the return is caused by the consumer, a consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.
Please contact our Customer Support team to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.
To check the status of your order, please log in to your Dsoon account or contact our Customer Support team.
If you have any questions, please contact email address: [email protected]
COMPANY ADDRESS: 714 HUARONG BUILDING, NO.178 MINTIAN ROAD, FU'AN COMMUNITY, FUTIAN STREET, FUTIAN DISTRICT, SHENZHEN(This is not a return address)