Refund policy
Items that are purchased and dispatched will not be eligible for refund/exchange or return. If you would like to cancel your order please contact us at hello@dewydemure.com. Orders cancellations must be processed before 2pm the next business day in order for refund eligibility.
Note: Payments made via Visa, Mastercard, and PayPal are subject to a 5% cancellation fee to cover processing costs. Payments made through Afterpay are subject to a 10% transaction fee.
All orders will be properly packaged and checked prior to dispatch to ensure you receive your item in excellent condition. Due to the delivery process, items may rarely arrive damaged or deformed. In this event, please contact us at hello@dewydemure.com, a refund or replacement item will be reimbursed to the customer by Dewy Demure. Orders that arrive with slight damage or scratches to the product packaging will not be eligible for compensation if the product has not been affected.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@dewydemure.com. Please note that returns will need to be sent to the address sent to you.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@dewydemure.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@dewydemure.com.
All customers will be protected by Australian Consumer Law and you will be eligible for a return/refund/exchange if your product is affected by one of the following conditions:
- Product that is missing a component
- Major failure of the product
- Product is faulty
- Product does not match the product image and description
- Unacceptable quality of the product
All returns must be processed within 14 days of your order being delivered. Once this time frame has passed our return policy will not apply.