Refund policy

Return & Exchanges Policy

Thank you for shopping at DVO. We are sorry that your purchase did not fully meet your expectations. We offer a 15-day refund policy and are committed to providing you with a pleasant and secure shopping experience.

Eligibility for Returns

  • All regular-priced items are eligible for a refund within 15 days of delivery.

  • Sale or clearance items are not eligible for refunds.

  • As cosmetics are personal-use hygiene products, returned items must meet all conditions below:

    • Unopened and unused

    • Original packaging intact

    • No broken seals, no signs of usage, tampering, or contamination

  • Items that have been opened, tested, swatched, or used in any way cannot be returned for hygiene reasons.

  • For quality issues, please provide clear photos for verification.

How to Request a Refund

1. Contact Us

Please email us at shopifyCN2511@gmail.com
Use the subject line: “RETURN OF ORDER”
Include:

  • Your order number

  • Name(s) of the item(s) you wish to return

  • Reason for return

  • Photo evidence if the issue is quality-related

2. Wait for Our Response

We will reply as soon as possible with the next steps and the return address.

3. Return the Item(s)

  • Return shipping costs must be covered by the customer.

  • Ensure the product(s) are unopened and the packaging is intact.

  • After we receive and inspect the returned item(s), your refund will be processed within 1–3 business days, and a confirmation email will be sent to you.

Refund Processing Time

Once your return is approved and processed, the refund will be issued within 1–3 business days to your original payment method.

Late or Missing Refunds

Refunds may take 3–10 business days to appear in your account, depending on your bank or payment provider.
If you have received our refund confirmation but still do not see the refund after this timeframe:

  1. Contact your bank or credit card provider first.

  2. If the issue persists, please email us at shopifyCN2511@gmail.com.

Additional Charges & Important Notes

  • Once a package is in transit, we are unable to change the shipping address.

  • Please ensure your shipping information is complete and accurate before submitting your order.

  • DVO is not responsible for lost or undeliverable packages caused by incorrect or incomplete addresses provided by the customer.