Refund policy

 

Right of Withdrawal

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

How to Request a Return

Contact us before sending anything back:

• Email: info@dnz-gbr.com
• Include your order number and reason for return
• For damaged or defective items, attach photo or video evidence of the damage

We will respond within 2 business days with a return authorization. Returns sent without prior authorization may be refused and returned at the sender's expense.

Return Conditions

To be accepted, returned items must meet all of the following:

• Unused, unworn, unwashed, and undamaged
• In original, undamaged packaging with all tags and accessories included
• Returned within 14 days after notifying us of your decision to withdraw

We inspect every return upon receipt. If an item is returned in a condition that does not meet the above requirements — such as damaged packaging, removed tags, or signs of use — we reserve the right to reduce your refund proportionally or, in cases of significant damage attributable to mishandling, decline the refund and return the item to you at your expense.

Return Shipping Costs

• Change-of-mind returns: the customer is responsible for return shipping costs
• Defective or incorrectly sent items: we cover return shipping — please contact us first
• We strongly recommend using a trackable service. We are not responsible for returns lost in transit.

Damaged or Defective Items — 48-Hour Rule

If your item arrives damaged or defective:

• Contact us at info@dnz-gbr.com within 48 hours of delivery
• Include your order number and clear photo or video evidence of the damage
• Claims submitted after 48 hours without prior documentation may not be accepted, as we cannot distinguish post-delivery damage from transit damage at that stage

Refunds

• Refunds are issued within 14 days of us receiving and inspecting the returned item
• Refunds are credited to the original payment method
• Original shipping costs are non-refundable, except where the return is due to our error

Non-Returnable Situations

• Items returned without prior authorization
• Items outside the 14-day return window
• Items showing signs of use, washing, or customer-caused damage
• Items returned without original packaging

Delivered But Not Received

If your tracking shows "Delivered" but you have not received your package, please first check with neighbours, your building's mail area, and your local post office. Contact us within 7 days of the marked delivery date and we will open an investigation with the carrier. We are not liable for packages confirmed as delivered to the address provided at checkout.